Analyzing Employee Engagement and Retention at Marriott Hotel, UK

This project report analyzes the impact of employee engagement on employee retention, focusing on Marriott Hotel in the UK. The research investigates the importance of employee engagement in motivating staff and contributing to organizational success, leading to improved product and service quality. The study employs a qualitative method, including interviews, to gather data and assess the link between engagement and retention. The report examines the concept of employee engagement within the hospitality industry, employee retention, and engagement practices used by Marriott. The findings highlight the positive correlation between employee engagement and business performance, including increased employee retention rates. The report also discusses the importance of practices such as communication, rewards, empowerment, wellbeing, feedback, flexibility, and team-based working in enhancing employee engagement. The literature review covers key concepts and practices related to employee engagement and retention. The report concludes with recommendations for Marriott Hotel to improve employee retention through the adoption of effective engagement practices.

Project Report
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ABSTRACT
The aspect of employee engagement is very important as it facilities to motivate
personnel and support them to contribute towards organizational success. This enables firm to
increase their attention and plan for the expansion of the company and deliver good quality of
products and services to the end users. The research has been conducted on Marriott hotel of UK
which has its several brand across the world. The basic aim of the investigation is to analyse the
impact of employee engagement on employee retention: A study on Marriott Hotel, UK. For this
purpose, the objectives are mentioned.
Qualitative method has been applied by the researcher for collecting both primary and
secondary data. However, interview method also been applied to understand that how employee
engagement is contributing towards the success of the business.
The findings of the investigation reflects that employee engagement is helpful for the
better performance of the business as performance get motivated and they focus on their task
effectively. It has also been found that with the help of employee engagement workforce can be
retained and accordingly rate of return of the business can be increased.
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TABLE OF CONTENTS
ABSTRACT.....................................................................................................................................2
Chapter 1: INTRODUCTION..........................................................................................................4
IMPORTANCE OF THE STUDY..................................................................................................5
CHAPTER 2: Literature review.......................................................................................................6
Chapter 3:Research specification...................................................................................................10
Research approaches and research methods..................................................................................10
Chapter 4: RESULTS....................................................................................................................14
RESULTS AND DISCUSSION ...................................................................................................14
Collection of data.......................................................................................................................14
CHAPTER 5: Conclusion..............................................................................................................23
LIMITATIONS FOR THE RESEARCH AND AREAS FOR FURTHER CONSIDERATION. 23
REFERENCES .............................................................................................................................25
APPENDIX....................................................................................................................................27
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CHAPTER 1: INTRODUCTION
Title: To identify the employee engagement and employee retention: A study on Marriott Hotel,
UK
Employee engagement is considered as an effective approach that assists in building
sense of belongingness and commitment towards the organisation. Therefore, it assists the staff
to retain within the organisation and contribute their services towards accomplishing the goals
and objectives of the hospitality organisation. In order to carry out the research, selected topic is
to assess the impact of employee engagement on the retention of employees within Marriott
Hotel. Selecting this topic will assist in measuring the impact of engagement on the level of
employee retention. Along with this, there are certain factors that support the researcher in
selection of this topic that mainly include his personal interest in the management topic. With the
selection of this topic, researcher will conduct proper and reliable research that assists in
accomplishing the stated aim and objective of topic. On the other hand, there are also other
factors associated that motivate researcher to select the topic for research that is to attain growth
in academic career. The project under consideration is based on the Marriott hotel which is a
diversified hospitality company, handling its businesses through baord portfolio of hotels and
lodging facilities. It is operating across 110 countries with its proper management regarding the
quality and customer requirement However, the business handle the work related to employee
engagement effectively.
Project outline specification
Aim: To analyse the employee engagement and employee retention: A study on Marriott Hotel,
UK
Objectives:
 To study the concept of employee engagement within hospitality industry
 To study the concept of employee retention within industry
 To identify employee engagement practices within Marriott Hotel, UK
 To assess the link between employee engagement and employee retention within Marriott
Hotel
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 To recommend the ways and practices through which Marriott Hotel may retain their
employees through adoption of employee engagement practices.
Matched resources efficiently to the research questions
 What is the concept of employee engagement within hospitality industry?
 What is the concept of employee retention within industry?
 What are the employee engagement practices that are used within Marriott Hotel, UK?
 What is the link between employee engagement and employee retention within Marriott
Hotel?
 What are the ways and practices through that adopted by hospitality organisation to retain
their employees with the help of adoption of employee engagement practices?
There are different resources that are matched efficiently by the researcher that supports
in meeting the requirement of research questions. There are different requirement of resources
such as human resources, physical resources as well as technological resources that supports
them in accomplishing the objectives and aim in proper manner.
IMPORTANCE OF THE STUDY
The aspect of employee engagement is important through which company ensure that
personnel are getting appropriate environment and they are working with higher level of
satisfaction. However, it is important to shed light on their requirement otherwise firm might
suffer from greater employee turnover. It increased entire risk of the businesses and reduce the
market share of the same to a great extent. For this purpose, current study is being conducted to
assess the role of employee engagement on retention. It would be effective for corporation like
Marriott hotel to retain personnel with adoption of suitable strategy.
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CHAPTER 2: LITERATURE REVIEW
Concept of employee engagement within hospitality industry
The term employee engagement is consider as an effective approach that ensure adequate
condition or environment given for all the employees so that they may get committed towards
the goals and values of the organisation. From the view point of Alias, Noor and Hassan (2014)
employee engagement within the hospitality organisation is mainly based on the mutual trust, In
order to attain long term success within hospitality organisation the key aspect is to satisfy their
guests and customers those who visits the hospitality organisation. For instance, with the help of
providing quality experience to guests hotel manager can easily raise the chances of customers
returning to their hotel. Therefore, it can be attained through engaging the staff and employees
within the organisation. From the view point of Anitha (2014) it is essential for employers within
the hospitality organisation to engage their productive staff as happier staff get committed
towards organisation that results in retaining within the organisation. In addition to this, Bode,
Singh and Rogan (2015) has also stated that engaged employees within the hospitality
organisation is consider as enthusiastic staff within the organisation that outperform in the
effective way that enhances the performance of organisation. Along with this, engaged
employees are bounded with the organisation that assists them to be retain within the
organisation. From the view point of Karatepe (2013) employees are consider as key assets
within the hospitality organisation therefore, management must try to avoid the increasing rate of
employee turnover. Employee retention is defined as ability of an establishment that assists in
holding their competent employees that directly contribute their activities within the
organisation.
Employee engagement practices that is used within the industry
In the era of globalization it is very important that companies engage its workers in the
business practices so that they can feel participative and stay in the organization for the longer
period. According to the view of Tangthong, Trimetsoontorn and Rojniruntikul (2014)
hospitality industry can increase employee’s engagement by building communication in the
workplace. As by involving those in meetings and important decisions companies can engage
them more. By this way people will feel motivated and they will put their best efforts for the well
fare of the organization. By communicating common goal and values of company to staff
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members company can create a clear picture among them so that they will feel participative and
will support entity in accomplishment of the goal.
As per Jiang, Wilson and Volpone (2015) rewards, recognition is the practice which can
be used by the entities to enhance employee’s engagement in the organization. As hospitality
industry is the sector where workers have to deal with direct customers then it is very important
that they serve them quality services. It is only possible when staff members are motivated and
like the workplace. It is only possible by giving those rewards and recognition. It will fulfill their
needs and people will be satisfied with the workplace. By this way their engagement will get
enhanced.
According to Brunetto, Shacklock and Farr-Wharton (2014) empowerment is the great
way of engaging workers in the organization. By giving fair responsibilities to staff members
their retention rate can get increased. That will directly impact on the profitability of the
organization as managers need not to hire new candidates. And talent will stay in the
organization for longer period. By empowering users their engagement can get enhanced to great
extent. Takawira, Coetzee and Schreuder (2014) has argued that wellbeing is the great factor that
encourage employee’s engagement. Hospitality industry pay attention on the workers and their
wellbeing so employers provide them security and stay so that they feel motivated and feel
involved in the entities.
As per the view of Mone and London (2014) taking feedback from employees is the great
concept that encourage employee’s engagement in the hospitality industry. By taking responses
to them, employer will be able to identify their needs and wants. That would help them in
making effective strategies which can help in fulfilling their demands. It can develop confidence
of workers and they will feel comfortable in the organization. Buy this way skilled person will
stay in the entity for longer period. According to Harter, Agrawal and Plowman (2013) flexibility
is the practice that can enhance employee’s engagement in the industry. By giving them freedom,
flexibility in working hours and leave organizations can gain trust of staff members. By this way
they will like the workplace and will give innovative ideas through which company can improve
its performance. This practice is the way of enhancing profitability of the entities in the
hospitality industry. As per the view of Karatepe (2013) team based working is the approach that
assist in employee’s engagement. Leaders can use participative leadership approach and can
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make them understand about importance of team working. By this way workload get divided and
people get relief from heavy load. That creates healthy environment in the organization and
people participate in the activities of the corporations.
The link between employee engagement and employee retention
The employee engagement refers to the process of involve workforce into the decision
making process in order to boost their morale and increase their attention towards the given
work. The concept of employee engagement is beneficial for the business as it helps to retain
workforce and support them to accomplish long as well as short term objectives in an effectual
manner. According to Yalabik, Chowne and Rayton (2013) there are several practices of
workforce engagement through which business can grab the attention of personnel and make
them more concentrated towards the goals and objectives. This proves to be effective to
accomplish long term vision of the firm and ensure its effective growth in the marketplace.
Furthermore, Bhuvanaiah and Raya (2014) asserted that it is not necessary that engagement of
workforce leads to make the procedure of retention easy. This is because some of the workforce
have special finance need only. This kind of need are valued by employers by conducting the
effective analysis of each department such as marketing, sales and operation etc. This facilitates
corporation to deliver good quality of services and create competitive edge of the business in the
marketplace.
According to Carasco-Saul, Kim and Kim (2015) appropriate HRM practices such as
reward, compensation, career development and cultural as well as work support are some of the
factors which tend to retain employees. For example, workforce who are offered security and
better working condition would definitely be lined by personnel and increase their attention
towards their work. This is because they go to their comfort zone where they can easily put their
100% efforts to achieve the best outcome. Fairlie (2017) critically analyzed that, in case a
particular workforce is not provided timely reward then he might not be satisfied with work and
might plan to switch to other job. This shows that appropriate reward policy can be implemented
along with discussion with personnel. At this juncture, interview process can take place wherein
personnel provide their reviews regarding the motivation, reward and development. Similarly,
management can organize a survey whereby it becomes easy to take reviews from personnel and
apply the same in the procedure of implementing the suitable development phase.
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Ologbo and Sofian (2013) explained that attitude and behaviour of employers as well as
immediate supervisor remain position towards workforce if they want employee engagement.
Otherwise, personnel cannot be satisfied and infect they might not like to work in the
organization. Apart from this, flexible work schedule, opportunity for personal growth and
development as well as offering interest or challenging work can also be some of the effective
methods to retain personnel. It would also be effective to organizer appropriate training program
and ensure to clarify related to goals, objectives of the business. Moreover, job evaluation and
appropriate performance appraisal procedure can also be used for the purpose of ensuring
endangerment of personnel (Waite, 2016). For example, employees can be provided information
that on these particular aspects their performance will be judged. At the same time, they can also
be asked to provide their reviews. This procedure would make it possible to retain personnel.
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CHAPTER 3:RESEARCH APPROACHES AND RESEARCH METHODS
Research approach
Research approach is the key aspect within methodology as it is consider as a design of
systematic plan that support the researcher in managing the research. There are two forms of
research approach that is inductive and deductive research approach. In order to conduct the
research it has been focuses on using the inductive approach (Karlsson, 2016). The selected
approach has been move from specific top general as it is be applicable on the entire industry.
Therefore, study has been carried from the understanding the perspective of employee
engagement within Marriott Hotel on the ground of which recommendation is provided to
hospitality industry.
Research Philosophy
Another specification within the research project include philosophy it is consider as the
belief or notion of the researcher through which they acquire and analyse the data. There are
different research philosophies that is interpretivism and positivism. In order to execute the
present research, researcher has focused on interpretivism in which they undertake and interpret
the results in proper manner so that it will easily attain the stated goals and objectives (Cassidy
and Hamilton, 2016). With the help of using interpretivism philosophy researcher easily interpret
the collected data in their own manner.
Research design
Another research methodology that is used by researcher include research design it is
consider as an effective plan or blueprint in which the scholar will conduct the research so that
they can easily attain the objective and goal in effective manner. There are different types of
research design that can be selected by the researcher it mainly include descriptive, experimental
or exploratory research design (Bauer, 2017). In order to conduct the successful research;
investigator has selected the descriptive research design. Using this research design researcher
has undertaken in-depth research on the selected research topic that is measuring the impact of
employee engagement on their retention within the hospitality organisation.
Data collection methods
Within the research methodology the most important aspect is the sources through which
researcher has collected the data for the chosen topic. There are different sources such as using
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primary sources and secondary sources through which researcher has easily gained the reliable
and accurate data regarding the title. With the help of designing questionnaire researcher acquire
information from the staff those who are working within the Marriott International, UK
regarding the employee engagement practices. On the other hand, interview questions have been
also designed that has been asked from the management personnel regarding their practices that
assist in employee engagement and their retention (Edson, Henning and Sankaran, 2016). Along
with this, secondary source has been also used within the research project through which
researcher has engaged in reviewing the viewpoints of different authors on topic. With the help
of reviewing published articles, journals, books etc. researcher easily conduct the secondary
research.
Sampling
Another facet within the research methodology is sampling. It is consider as an effective
method within the research that focuses on selecting the small sample size from the whole
population that is included in the research from whom data has been collected. The selected
sample represent the whole population. For the present research project the selected sample size
is 45 employees working in the Marriott International UK. Along with this, 5 managerial
personnel has been also selected for the interview that supports the researcher in executing the
research in proper manner. In order to select the sample that is employees for questionnaire and
managerial personnel for interview research has used simple random sampling method (Wang
and et.al., 2016). This sampling method avoid the biasness regarding selection of the sample size
as it give fair and equal opportunities to all the employees to get selected into the sample.
Data Analysis techniques
After accumulating the data or information from various sources, its analysis and
evaluation forms the next step in the research project. Data analysis is the process with which
statistical and logical techniques can be systematically applied for describing, illustrating,
condensing and evaluating the data. This helps the researcher to inspect, clean and transform the
data so that results could be reached at. There are two methods with the help of which data
analysis can be done. These are known as qualitative and quantitative methods (Stratford and
Bradshaw, 2016).
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For the present research project the selected data analysis technique is qualitative
techniques in which the researcher has devise the theme accordant with the questionnaire and
analyse each theme through reviewing the data collected from the sample. Along with this,
themes has been formulated by researcher that assists in distinguishing patterns across the data.
These help in providing important description of a phenomenon. In contrast to this, the aim of
quantitative analysis is to quantify the data.
Interview Questions (For Management)
1. Do you recognize or appreciate the loyalty of your employees within the hospitality
organisation?
2. What retention strategies is been used by organisation for retaining competent personnel
within the hospitality organisation?
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