Hospitality Business Report: HR Lifecycle, Performance, and Management

This report provides an in-depth analysis of the hospitality sector, focusing on Marriott International as a case study. It explores the human resource life cycle, including recruitment, onboarding, training, and motivation, and explains how these stages impact employee retention. The report also examines performance management plans, using the role of a housekeeping manager as an example, and outlines SMART goals, performance standards, and coaching techniques. Furthermore, it details strategies for addressing negative behaviors, such as fostering a positive culture, providing regular feedback, implementing training programs, and promoting equality. The report concludes by highlighting the importance of these practices in improving overall performance and retaining employees within the hospitality industry.

Hospitality Business
Toolkit

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 2............................................................................................................................................1
P4............................................................................................................................................1
P5............................................................................................................................................3
TASK 3............................................................................................................................................6
P6............................................................................................................................................6
P7............................................................................................................................................9
TASK 4..........................................................................................................................................10
P8..........................................................................................................................................10
P9..........................................................................................................................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15

INTRODUCTION
Hospitality sector refers to the broad category of service sector that focuses on supplying
services related to food, accommodation, drink service and many more. In order to study this
report, Marriott International Hotel which is an American multinational diversified hospitality
company that manages a range of hotels and lodging facilities is taken. It was founded by J
Willard Marriott in the year 1927. It is considered as the largest chain of hotel in the world. This
report will explain about different stages of HR life-cycle and performance management plan
along with techniques to resolve the negative behaviour and issues to overcome the employees
retention (Kasemsap, 2017). Furthermore it also specify about various legislative laws which is
required to be followed by hospitality industry and impact upon the business decision making in
the firm. At last this report also studies about different functional roles and explains the
importance of coordination and monitoring within the various functional department of
hospitality.
TASK 2
P4
Human resource life cycle can also be coined as employee life cycle . It is fundamentally
taken up with the journey of employee's in the company. Employee's life cycle states the stages
that are involved in the career of employee's starting from its recruitment to the termination.
Main objective of this life cycle is to conduct roles and responsibilities for HR department
(Legrand, Chen and Sloan, 2013). HR activities generally undergoes through various phases that
helps the company in developing and retaining of employees. Marriott international Hotel is the
multinational hospitality company which is engaged with the business of providing best hotels
and lodging services in the world. HR managers of Marriott hotel is looking to attain long term
goals and objectives of the company with the help of such business practices. The Stages of
human resource life cycle are mentioned below :
Recruitment and selection : This is concerned with inviting and hiring of appropriate
candidates with having a desired skills and capabilities. The Human resource manager of
Marriott international needs to focus on their process to hiring a candidates as effective
recruitments and selections will allow managers to increase the level of productivity and also
1

would enhance their business (Messner, 2015). They can also use online assessment test, aptitude
test which will allow them to find the capabilities and skills of the employee to whom the
company have recruited. With the help of these all methods of recruitment and selection, the
manager of the company will hire a qualified applicants for the vacant position who will help in
attaining the organisational objectives in set period of time. The company also uses different
methods of recruitments such as internal recruitments and external recruitments-
On-boarding and orientation: These processes are those which are concerned with
allowing employee's to become familiar to the workplace and acquiring skills, and knowledge
which are required to perform the job for which employee's has been hired. The HR manager of
Marriott international must focus on orientation of new hired employee's in such a way that they
find the working environment stressed free and are ready to perform the tasks in most efficient
manner (Nickson, 2013). During the period of on- boarding the HR manager must provide with
the proper guidance and tools to work more efficiently and to integrate into the company culture.
This will be helpful for retaining the candidates by providing information about the
organisational culture, environment and policies etc. With the help of orientation, they familiar
with the company and getting information about the work etc.
Training and development : It is performed for providing skills and knowledge to the
fresh talent as well as existing employee who has been hired for performing a specific task. HR
manager of the Marriott needs to pay their maximum attention towards conducting different
training program for their employees in order to enhance their skills and capabilities as per the
desired job role. The company can adopt the different methods for the training like on the job
training, which means providing training during the course of job and off the job training is the
training outside the organisation when the person is not on the course of his job. It will be helpful
to new applicants because with the help of training, they will get basic information about their
job role. It will in improving their skills and competencies and learning about new skills.
Motivation: The new staff of Marriott international can be encouraged into effective
way. Thus, they can contribute in attaining the organisational targets. The human resource of
respective firm can also appreciate their staff as well as their food an beverage manager for its
better work performed through department. As, it will encouraged them to do the work in
appropriate manner or even better than that.
2

Evaluation: Herein, employees performance is measured as well as examined through
higher authority of firm. After the evaluation fro development can be provided through F&B
manager into respective hotel. In case human resource manager is capable to measure the
performance into expected way than effective relation among manager of F&B and their
subordinates can be performed.
Importance of HR life cycle to overcome from issues of employees retention:
Human resource life cycle are applied for solving the problems of staff retention
maximisation because it enhance workers performance morale as well as their personal goals can
easily get achievable. Hence, this will increased the sense of belongingness towards organisation
and chances of workers retention can get enhanced.
P5
Performance management is defined as an ongoing process of communication which
involves a continuous interaction process between superior and employees throughout the year.
The main aim behind making any performance management plan is to evaluate the performance
of employees on the basis of certain criteria. Moreover it also supports a company in
accomplishing of the goals and objectives of individual as well as organisation(Schwager,
Decker and Kaltenegger, 2016). Regular supervision is provided to the employees so that they
can perform better with their ability. Marriott international Hotel oversees the performance of
their every employees so as to eliminate negative behaviour which will result in maximise the
employee retention. In the present case, job role of housekeeping manager is taken. Some of the
steps of performance management plan in context hotel Marriott International are mentioned
below:
Performance management plan:
Plan: this is the accumulation of different regulations that allow them to attain targets of
the firm effectively. In respect of Marriott International, they have to formulate set of standards
for delivering good quality of food appropriately.
Implement: Using the plan that is set through organisation into actual cases that
considered as implementing. In respect of Marriott International, they have to be intent to put
them into all functions of enterprise as well as allot them into every staff for performing
consequently.
3

Evaluate: After implementation, it is related with performance evaluation that allow
them to consider effectual decision. In respect of Marriott International, they have to monitor the
staff task as well as develop its performance fro gaining competitive edge.
Feedback: After evaluation, this incurs and facilitates the services to consumers for
providing its feedback about the performance of firm. In respect of Marriott International, chef
consider the consumer feedback as well as according to that they take bettering course of action
for attaining pre-planned objective.
Planning
It is considered as very first step of HR department of Marriott international hotel to
identify properly where the housekeeping manager is lacking and what plans can be set in order
to according to the goals and objectives. The plan are always set up the HR department on the
basis of planning of the organisation.
SMART Goals:
 To improve the operational capacity of housekeeping manager and retain for more that 2
years in hotel for improving the customer satisfaction by increasing their visit by 10% in
the upcoming year (Silverstein, Samuel and DeCarlo, 2013)
 To build a positive behaviour of housekeepinh m,anager toward the organisation so that
new customer base can be developed by 20% in the upcoming year.
Performance standards
 Quality: It is the foremost duty of housekeeping manager to work toward provide quality
services to their client by ensuring proper maintenance of room as well as facilities
required by them so that new customer base can be developed. This means that manager
must also be aware about the taste and preference of the customer so that they able to
provide most comfortable experience during their hotel stay. This will further results in
improving the capacity of a manager.
 Timeliness: This standard includes that the work is completed within the set deadlines
before the visit of customer to the hotel. Housekeeping manager must ensure that there is
timely completion of their duties so that the goals and objective can be achieved within a
set period.
Coach
4

It is a process which includes the involvement of HR department in an organisation to the
manager for bringing the improvement in the skills by providing efficiency training and
development courses so that goals and objective can be properly achieved on time.
Techniques used to resolve the impact of negative behaviour an overcome the issue of staff
retention:
It is very crucial for Marriott International hotels to remove the negative behaviour as this
is considered as one of the main issue behind increasing of the employees turnover ( TWeinstein
and Morritt, 2012)By eliminating the negative impact Hotel is able to retain the employees for a
long time which would be very effective in improving the overall performance. Following are
the techniques of resolving these issues:
 Instill a positive culture: The Marriott International Hotel must provide a best and
positive culture to there employees such as honesty, teamwork etc so that they able to
attract and keep employees for a long run. Also culure should be such that the employees
feel free to discuss the issue they are facing in the premises By following these practice,
Hotel is able to keep the employees happy and satisfied towards their work. Also Hotel is
able to get rid the issue of employees turnover and further employees can be retain over a
long period (Bruce and Stephens, 2017). Thus Marriott hotel must main the culture in
which there exist proper coordination and cooperation of each and every employees. The
employees involvement in the decision making process of Marriott Hotel results in
exchanging of innovative ideas and suggestions that make employees feel valued and
thus supports in eliminating the negative behaviour.
 Regular feedbacks of the employees: Through this techniques employees of Hotel
Marriott Inn are able to provide their view points and also suggest where is a need for
improvement. By doing so employees in the hotel feel special which led to effective team
building between the employers and employees and hence results in creation of positive
behaviour within the hotel.
 Training and development programmes on the regular basis: If employees not able to
understand their job role properly this may also results in negative environment. So for
retaining the employees for a long duration, Training and development programmes must
be conducted by Marriott Hotel on regular bases so hat employees are able to know about
their duties effectively (Nayak and Taylor, 2018). Though training programmes
5

employees are able to achieve their set goals as they gain deep understanding about their
job responsibilities. Thus training ad development programmes support the hotel in
eliminating the negative vibes from the Hotel.
 Promoting equality and diversity: In Marriott hotel, the manager of the company can
resolve the impact of negative behaviour by promoting equality with in the organisation
in context of various things. They can offer equal pay to both male and female who are
working ion the same post. They can provide employees rights to them which feel them
important and special.
Review
It is the last stage in which actual performance of the employees are reviewed properly
and also ascertained that whether goals and objectives are met properly. Hotel Marriott
International in order to determine the performance of the employees use the approach of 360
degree appraisal. With the help of this approach a comparison can be made between the actual
performance and set standards that tells in detail whether the goals and objective are clearly
achieved or not.
TASK 3
P6
Legislation and legal practices play an essential role in an organisation in order to
conducting numerous ethics effectively (Buglear and Castell, 2019). these are required factors
that aid in reducing unethical practices from business. These are government regulated approach
which have a motive to develop positive environment at workplace for each and every
individual. On the basis of these practices, organisation can resolve issues in organisation that
can affect negatively upon employees.
The relationship between regulation, legislations and standards:-
These three factors are interrelate with each other it defines that legislations contains
formation of the laws whereas regulations describes about the importance of laws and how it
should be followed. While standards guides that what type of quality should be maintained while
doing any of the work. If all of this are not being considered then chances of imposing penalties
are high.
The implications and impact of various legislations:-
6

There are various legislation which can impact the business in different manner:-
 Environment legislation:- It is the collection of laws and regulations which contains air
quality, water quality, the wildlife, and others environmental factors (Filimonau and
Delysia, 2019). In context of Marriott international hotel, for protect environment they
are doing various activities like install energy saving technologies, embrace recycling,
save water and many others.
 Food safety legislation:- This legislation tells that the business which are indulge in the
hospitality industries must focus on the food safety. In reference to Marriott hotel, in this
case for the purpose of food safety they are showing food handling and preparation
processes to their customers to ensure them that their food is safe and healthy. It will
build their trust among the customers and also help them to build up their market value
(Lourenco, Sappleton and Lei, 2017).
 Alcohol licensing:- The alcohol licensing is made to modulate the sale and consumption
of the alcohol. As Marriott International hotel is serving in the UK, so they have to take
licence from the local authority for the sale of the alcohol. This licence regulates that who
can sold the alcohol, who is allowed for this, the hours and days, and provision of
information about the alternative transport arrangements. If Marriott international hotel
will not follow this licensing rules then they have to bear heavy penalties for the offences.
 Consumer legislation:- This law protect the rights of the consumers when they are
taking the services. It prevents the customers from a wide range of prohibited, unfair
misleading, and aggressive business practices (Elshaer, 2019). So the Marriott
international needs to always doing efforts to provide their customers those services
which are favourable in them.
Legislation on data protection and confidentially:-
The data protection act is developed to protect the customers information and the other
information which is related to the organisation. In reference to Marriott, the data protection act
is important for them as it helps them to protect their organisational data regarding to their
customers, strategies, and business activities. It would also allow them to make their data more
relevant and efficient in comparison to their rival firms
Rules and regulations relating to cyber security:-
7

Cybersecurity is main concern of the both government and private sector. A cyber rules
and regulations is related to the safety of information technology and computer system. Every
organisation needs to secure their data and information from their rivals for this aspect, Marriott
international also needs to protect their system from cyberattacks which includes viruses, worms
and many others (Fettermann, Echeveste and Tortorella, 2017).
Employee legislation:- There are various acts made by the government for protect the
employees rights in the organisation. Here some of the acts which are described below:-
 Equal opportunity act:- This act is made to prevent the employees from the
discrimination on the basis of race, colour, national origin, age, political belies and many
others. For prevent themselves from any of penalties Marriott international should follow
this act while operating their organisational activities. Moreover,. They should give same
opportunity to the both make and female in the organisation. It will help them to build
their brand value and their customers trust which will help them to sustain in the market
for long period of time.
 Anti-discrimination act:- It is also invent to protect the right of employees in the
organisation. According to this law a business needs to treat its employee with equal
rights, so the Hotel Marriott international also give same rights to its employee. They
should not create any kind of discrimination among the employees because it will leads
them to in a downfall position (Van der Wagen and White 2018). By following this act
they can motivates various employee to do perform very well in then organisation so they
can beat their competitors.
 Safety guarding act:- This act is related to the safety of the employees in the workplace.
In context of Hotel Marriott international , they should provide a safe environment to its
customers so that they can feel safe at the workplace. If the employee is feeling safe at
the workplace then they become more productive which helps the Marriott to achieve
their targets and objectives easily.
Ethical considerations:
Business ethics- It indicates to the appropriate business polices and practices in context
of potentially controversial subjects including corporate governance, insider trading, bribery,
discrimination, corporate social responsibilities and fiduciary responsibilities etc. In Marriott
Hotel, the management of the company has its own moral, principle and guidelines and operate
8

organisation according to them. It will help the company in attracting employees, customers and
investors.
CSR- It refers to corporate social responsibility and it is a business approach which make
contribution in the sustainable development by delivering economic, social and environmental
benefits for all stakeholders. In Marriott Hotel, the management of the company invest a small
part of its profit in social activities or social welfare. It help in building a strong brand image of
the company in the market.
P7
There is a huge impact on the employment and the contract law and it also affect the the decision
of business to a large extent. Below mentioned point clearly describes the impact of laws on the
decision making process of Marriott International Hotel:
 Company Law: This law is also known as corporate law and business law. It is the law
that describe about the rights, standards and the and code of conduct which is followed
by the company in order to perform the operations properly. The decision making process
of Marriott International Hotel is influenced by Company Law as they have to follow the
guidelines properly which is given by the government. If activities are properly followed
in a efficient manner then there arise no issues.
 Employment Law: It is the process of legislation that clearly describes about the
relation between employer and employees. Minimum wages law, overtime pay, family
and medical leave are the part of employment law. The Marriott international hotel must
consider all the guidelines before making any policies as this lead to the smooth flow of
work without facing any issue in between.
 Contract Law: It refers to the agreement between the tow or more parties which defines
right of both the parties. Anyone who is conducting any type of business uses contract
law whether it is companies or consumers (Moratis Melissen and Idowu, 2018). This law
aims at providing a smooth transaction between the two parties and also resolve the
conflicts and disputes that arise in an organisation. Moreover this law allows the hotel to
conduct the affairs more confidently and properly.
Some example are :
 KFC is known as the leading food retailer, in their branch of Stock Borough was fined
because of burning case of their 2 staff.
9

 A well known automotive car manufacturer Jaguar Land Rover was fined when staff
loose its leg during car bump upon production line.
 Warburtons was fined for about £ 2 million for violating the provisions and maintaining
machines under the regulation act 1998. during work process a employees arm was
trapped into machines for about 25 minutes.
According to the above provided examples, involves the big difficulties that happens into
company as well as this have a direct effect upon its decision taking process. Into relationship to
hospitality sector, there are many changes within legislation that have affect on organisational
objectives. Moreover, this raise organisation to do changes into decisions that are implemented
in work area.
TASK 4
P8
A Hospitality sector includes hotels, travel and tourism agency, amusement parks etc.
They work towards providing best services to the customers that make them feel satisfied. Alone
the services cannot be provided by a single department their exist a interrelation between all the
department in hospitality sector. Therefore Marriott international hotels must look after the
proper coordination and interaction between the department so that best services can be provided
to the customers. Following there are some of the points that describe the interrelations between
various functional department:
 Front office and housekeeping department: Both these department of Marriott hotel
are interlinked with each other in one or another way. This help them to keep room clean
for the customers which result in building a trust of customer in the services of the hotel.
Both are interrelated with one another as if any guest come into hotel the front office
communicate with housekeeping sections to keep the room clean. Moreover, both
department inform one another about the modification into rooms status such as which
room are to be shown to the guest or vacant.
 HR department and Food & beverages department: Th work of human resource
department lies in properly managing and controlling in a organisation so that the
operation can be effectively preformed. Therefore the manager of Food & Beverages
department of Marriott International hotel is required to properly coordinate with HR
10

department and tells about their requirement. Moreover, if any regulations as well as
standards are formulated in respect of food section through human resource department,
they have to comply that in effective and efficient manner.
 Housekeeping and stores department: There should be a proper coordination between
housekeeping and store department of hotel Marriott Internation. As every time
housekeeping department has to contact to stores department for the timely availability of
stock linen and supplies. Both house keeping as well as stores department are interrelated
with one another, if they required any thing then they will contact to stores sections so
that that are to be available on time. Also, store division will contact with housekeeping if
their is any requirements.
 Financial and marketing department: Both these department of Marriott International
hotel are interlinked with each other. The work of marketing department lies in
promoting of the services and product offered by the hotel to the desired client and for
that they required large amount of fund (Jauhari, 2014). Both departments are interrelated
with each other as marketing department needs any kinds of funds they ask from the
finances section. Also, it is the responsibility of finance department to avail the funds to
them on time.
 Housekeeping and personal department: There exist a relationship between both these
department of Marriott International hotel. As housekeeping department interact with
personal department for recruitment of HR staff and managing the salaries, handling of
the conflicts, conducting of induction programmes for new employees and organising of
training an development programmes of the employees. Both housekeeping as well as
personal department are interrelated with one another as if there is requirement of any
training to their staff they communicate from personal department. Also, in case in
personal department there is issues related to salaries, disputes and so on then they will
interact with housekeeping department.
Thus form the above discussion it can be said that there exist a strong relationship
between each and every department of the hotel. With proper coordination and cooperation only
departments are able to interact with each other which results in achieving of the goals and
objectives.
11

P9
Communication, coordination and monitoring must be properly managed at the hotel
premises in order to properly manage the performance of employees (Dahlén and Larsson,
2014). Mentioned below are some of the methods which can be used by Marriott International
hotels so as to improve the performance which strengthen the value chain:
Communication:- It refers to a process through which information is transmitted from one place
to another y speaking, written words or other medium. It plays a important role in Marriott
International hotel as through these employees are aware of their task and that results in timely
completion of task. Following are them methods adopted by Marriott International Hotel which
are explained below:
 Email: It refers to a type of written communication in which the messages are exchanged
between the people by the medium of using electronic devises. It helps the marketing
manager of Marriott hotel to communicate effectively with other departments and collect
information so that will help the company in making of certain plans.
 Meetings: It is a type of verbal communication in which two or more people come
together and discuss about the topic in an organisation. This technique will help the
manager of marketing department of Marriott hotel to communicate about the plan and
other activities so as to get feedback from other departments. By doing so, manager is
able to build a positive image in the minds of the employees.
Coordination:- It is defined as the process of synchronizing the activities,
responsibilities and control the structure in order o ensure that the resources of the company are
properly and effectively used. Marriott International hotel must ensure that there exist a proper
coordination among the functions performed by the employees. Some of the methods of
coordination are mentioned below:
 Sound planning: It is defined as the process through which one is able to determine the
future actions and their results. Through a proper sound planning, the Marriott
International hotel is able to adjust the performance of the employees according to the
target set by the organisation(Kozlov, 2017). This will result in effective building of team
and also improves coordination which result in strengthening the value chain.
 Clearly defined objectives: The goals and objective of an organisation must be clearly
defined so that every individual can contribute in the success of the company. The
12

manager of Marriott internal hotel must ensure that every employee of the hotel is clear
about the vision and mission of the concern. As their contribution results in achieving of
proper coordination.
Monitoring: Some of the methods of monitoring used by Marriott International hotel are
as follows:
 Performance appraisal: It is a process through which employee performance and their
overall contribution to the organisation can be known. This are normally done on the
annual basis and includes promotion, transfer etc. This method is used by Marriott
International hotel to evaluate the performance of employees and also know where they
are lacking behind and guide them properly so that they can perform better to their
ability.
 Random quality check: It is the process through which quality can be checked so that
the performance of employees can be known. This method is used by the F&B
department of Marriott international hotel as this does not provide time to the employees
to improve thus their actual performance can be easily known (Wiltshier and Griffiths,
2019).
Importance of methods for strengthen value chain
With the assists of whole these communication, monitoring as well as coordination
method, the Marriott international hotel manager will be able to formulate efficacious sound
planning, check the quality, performance and many more for future course of action. This is
crucial as important information may be given in formal manner. Defects as well as problems
into procedures of communication can be reduced and targets can be attained efficiently. Hence,
management of Marriott international hotel will able to inspire and direct its workers for
maximising productivity. The goals of firm will be achieved in simpler manner as value chain
will be managed as well as coordinated effectively according to the demand. Also, in value chain
the higher authority guide its associates by preparing proper plans for sections and company.
CONCLUSION
From the above mentioned report it can be concluded that there are different stages of HR
life cycle and they plays a important role in retaining the employees for a long duration. Further
performance development plan is also prepared in context of the hotel Marriott so as to resolve
the negative behaviour and issues of staff retention. There also exist a relationship between the
13

functional department of hospitality industry as their main lies in providing the best service and
best experience to the customers. Effective coordination and communication is very necessary in
order to achieve the timely set goals.
14

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