BSc Business Management Dissertation: Marriott Case Study Analysis

This dissertation presents an exploratory study of the differing perspectives of managers and employees on business goals, using Marriott International as a case study within London's hospitality sector. The research aims to analyze the roles of managers and employees in business success, with specific objectives including examining their contributions to achieving business goals, reducing staff turnover, evaluating the impact of training programs, and assessing the application of SMART methods. Furthermore, the study investigates the influence of social distancing and Brexit on the hospitality sector. The report includes a literature review discussing existing research on the topic, a detailed research methodology outlining the data collection and analysis techniques, and findings derived from a questionnaire. The dissertation concludes with recommendations for improving alignment between managers and employees and enhancing business performance.

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Programme Title BSc Business
Management
Module Title Business and
Management
Dissertation
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own work and is not
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Business Management
An exploratory study of the differences in
perspectives managers and employees have on
business goals: a case study of Marriott
International
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Table of Contents
CHAPTER 1: INTRODUCTION .............................................................................................5
CHAPTER 2: LITERATURE REVIEW ..................................................................................8
JUSTIFICATION AND CONTEXTUALIZATION...............................................................12
CHAPTER 3: RESEARCH METHODOLOGY .....................................................................15
CHAPTER 4: DATA ANLYSIS AND INTERPRETATION ................................................19
CHAPTER 5: CONCLUSION AND RECOMMENDATIONS ............................................28
Conclusion......................................................................................................................28
Recommendations...........................................................................................................28
REFERENCES ........................................................................................................................29
Appendix .................................................................................................................................31
Questionnaire .................................................................................................................31
Frequency Distribution analysis ....................................................................................32

CHAPTER 1: INTRODUCTION
1.1 Overview of the topic
According to Statista (2019) the restaurants and mobile food services in UK
generated the highest income with a turnover of 39.9 billion British pounds in the
2018. Also, it was estimated a value of 73.6 bn. British pounds of the food service
industry. For every business entity, manager as well as employees are the most
essential assets which help in accomplishing organisational goals and objectives in
an effective manner. Both manager and employee share positive and negative
relationship which can assist in developing growth of the company or sometimes can
produce adverse situation. According to Lucas (2004), it has also been said that the
perceptive between both employee and manager are quite different as managers
focuses on the attainment of organisational goals whereas employees’ main motive
is personal development. Sometimes, it might create disputes and conflicts which
might affect the overall performance of the company in a negative manner. In this
HR manager of the company plays very essential role in order to create positive
working environment. In the present research, a London’s Hospitality sector which
will aid in conducting the research in an effective and efficient manner.
Managers and employees of an organisation have different perspectives in
context of achieving business goals and objectives. Managers work in an
organisation and work with as a team towards achievement of long-term goals of
company. Role of manger within an organisation is to motivate their all employees to
work together and attain business goals easily.(Boella and Goss-Turner, 2019).
In this context, managers and employees of the company do have their own
views and thoughts which is quite different from each other. In this research, a
discussion will be made on the difference perceptive of manager and employee
which will influence the growth of business organisation in both positive and negative
manner. This research will cover various sections where aim and objective are
developed by the researcher so that knowledge and information will be conducted in
an effective manner. in addition to this, a literature review section is also included
which assist in identifying different authors viewpoint. Along with this research
methodology section includes different tools and techniques which will assist in
gathering information and data for conducting the whole research.
1.2 Background of chosen organisation or industry
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This dissertation is based on hospitality industry So, that is largely
represented by the nation's pubs, hotels, leisure companies and restaurants as well
as produces approximately 4% of United Kingdom gross domestic product. It is a
biggest industry that helps societies by providing job opportunities, improving living
standards, increasing growth of industry etc. Chams and García-Blandón
(2019).Marriott International is a chosen organisation that works under hospitality industry.
It was founded in 1927 by J. Willard Marriott, Alice Marriott and headquartered in Bethesda,
Maryland, U.S. It is a largest hotel chain in all over the world.
1.3 Research aim
Main aim of this dissertation is to analyse the role of managers and
employees over the growth or collapse of the business. A case study on Marriott
International within London’s Hospitality sector.
1.4 Research Objectives
 To explore role of employees and mangers in achievement of business goals.
 To investigate the contribution of employees and mangers in reduction of staff
turnover rate within Marriott International.
 To evaluate how training programs for employees could lead to a continuous
development and support for the employees within Marriott International .
 To investigate how “SMART” methods are applied in order to achieve positive
results within the business organization.
 To identify the impact of Social distancing and Brexit on hospitality sector in
London.
1.5 Research Questions
 What are the role of mangers and employees in attainment of business goals?
 What is the contribution of mangers and employees in reduction of staff
turnover rate within London’s hospitality sector?
 How training programs for employees could lead to a continuous development
and support for the employees within Marriott International ?
 How “SMART” methods are applied in order to achieve positive results within
the business organization?
 How Social distancing and Brexit is affecting the hospitality sector in London?
1.6 Rationale of the research
Main reason behind choosing this topic or research is to identify the role of
employees as well as mangers in achievement of business goal. There are also
different reasons for conducting this dissertation such as identifying the contribution

of employees and mangers in business success as well as reduction of high
employee turnover. This research is important because it support in analysing of
Brexit and COVID 19 situation overgrowth of hospitality industry. Cheng and Yi
(2018).
1.7 Research gap Is there a gap or is there sufficient previous research in this area? Do not be
general, be specific.
Research gap introduces as a topic for which insufficient or missing data limits
the capability of researcher in reaching of conclusion for a research question. It is an
important part of dissertation because it supports investigator in fulfilment of gap and
accomplishment of research objectives. In this dissertation, main gap what do you
mean? is the perspective of employees and managers in context of business growth
or collapse. In previous study, there was information regarding the role of managers
and employees in improvement of business growth, but there was missing or
insufficient information about their contributions in increasing growth of Marriott
International by reducing high employee turnover. In order to overcome research
gap, research questions will be followed by investigator Crane, Matten, Glozer and
Spence (2019).
1.8 Structure of dissertation
This is an essential part of the report that includes entire information regarding
each chapter or activity required for completing dissertation effectively. Useful and
valuable stages for completing research project will be described as below:
Chapter 1: Introduction: It is a first part that includes number of sub-
activities required by investigator for completing dissertation in systematic manner.
Sub-activities of introduction part are related with the research aim, objectives,
questions, rationale, research gap etc.
Chapter 2: Literature review: This is another part that is related with the
secondary information collected from articles, books etc. Main purpose of this part of
dissertation is to help investigator in fulfilment of research gap with the use of
research questions.
Chapter 3: Research methodology: This is a significant chapter that helps
researcher in collecting as well as analysing of data from number of research
methods. This section of research report includes various methods which are
research philosophy, research approach, research strategy, research choice,
research instruments etc. All these are useful for researcher in completion of
dissertation systematically and effectively De Vito and et. al. (2018).
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Chapter 4: Data analysis and interpretation: This chapter of dissertation
support investigator in analysing or evaluating of data gathered from questionnaire.
Frequency distribution analysis will be used by investigator for analysing quantitative
information regarding the topic.
Chapter 5: Conclusion and recommendations: This is final or last activity
that includes all information of activities in short manner. This chapter helps in
identifying of achievements or not-achievements of research aim and objectives.

CHAPTER 2: LITERATURE REVIEW
Literature review is important part for researcher because it facilitates them in
gathering of secondary information from various sources such as articles,
magazines, publication research etc. All these are useful resources that will be
essential for investigator in collection of accurate or secondary information easily.
Main purpose or motive of literature review is to fulfil missing or insufficient
information easily. Research gap was analysed in previous section, now there is
need for fulfilling such gap Harmon (2019). In order to fulfil research gap, research
questions are important that will be explained as below:
Role of employees and mangers in attainment of business goals within hospitality
industry?
According to the Connor (2020), A manger plays an important and vital role
towards achievement of business goals. Role of business manager within London's
hospitality industry is to motivate employees, assign tasks to each employee, attract
customers etc. These are major role that are also related with the employee’s role in
context of achieving business goals. This statement is true because employees also
responsible for accomplishing business gaols within limited time duration. Along with
this, one of the important roles of a business manager in a workplace within
hospitality industry is to allot tasks or activities to each of the workers. This will make
sure that the regular operation as well as business activities of the hospitality
industry is properly undertaken. Employees within hospitality industry support
company by attracting large number of customers that results in attainment of
business goals. Therefore, manger's perspective is related with the employee's
perspective that will be beneficial for growth of hospitality industry.
According to the viewpoints of Järlström, Saruand Vanhala (2018), it can be
said that there are some specific business goals that are associated with the
hospitality sector that is part of London’s overall economy. The hospitality sector of
London consists of pubs, hotels, leisure companies and restaurants. It constitutes to
around 4 percent of the GDP of UK according to Office for National Statistics (2020)
and it has estimated a growth of 0.2% of GDP. There has been lot of developments
that is taking place with regards to front line employees that are working in an
organization. There is a continuous need for talent management that is taking place
in such industry. The overall hospitality industry is very complex and changing very
fast. In the main reason, that the objective of this hospitality sector is always aligned
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with the frontline employees’ perspective in every organization. This can be seen
with the help of example that employees are always willing to have higher
responsibilities and maximum contribution that they can made towards organization
objectives. It will help them in earning of higher revenue and at same time such
benefit will be passed on indirectly towards employees. So, it is the responsibility of
all hospitality organizations that they have to ensure maximum contribution towards
such front-line employees. So, that the overall alignment of the overall perspectives
can benefit the organization, employees and economies. The perspective of
manager must have the perspective is that GDP growth.
What is the contribution of employees and mangers in reduction of staff turnover
within London’s hospitality sector?
As per the view presented by Brikin (2019), mangers and employees of an
organisation contribute their more efforts in retention of talented staff. Hospitality
industry of London is facing high employee turnover. There are number of reasons
regarding high employee in hospitality industry such as unsociable working hours,
low pay and benefits, lack of career prospects etc. These are major reasons that
impact over hospitality industry by increasing rate of employee turnover. Hospitality
industry of UK has employee turnover rate is 30%. Hospitality industry is the third
largest private employers within United Kingdom and could face an issue of shortfall
within the talented pool.
According to the views of Partington (2016), it can be said that there are many
statics of labor turnover rate in the tourism and hospitality sector is approximately 30
percent. This is a very high rate as compared to other different sectors of London.
The hospitality sector of UK is the largest private sector employer on London, UK.
There have many reasons behind this high turnover rate that is they must struggle a
lot in this sector it can be said that there are lot of struggles that must be made by
such employees to balance their personal and professional or work life. Such
employees not having much time for their recreational activities in the hospitality
sector there are no fixed working hours for employees and the recent surveys have
clearly indicated in London that from the total number of respondents can be clearly
observed that in every 10 employees 3 employees are willing to leave their present
role in the coming period of one year. It is a situation that is creating a great pressure
on such hospitality organizations to be able to retain employees for a longer duration
of time period and it has resulted into high & increase cost and there is no more cost

effectiveness in terms of availability of labour. Hospitality organization is an industry
that requires high number of skilled workforces so that they can function, and labors
provide them a competitive advantage. So, there is a very high pressure on different
segments of hospitality organizations that is resulting into poor retention. There is
only possible solution for such issues is that provide employees satisfactory
compensation, flexible working hours and some non-monetary benefits also so that
they are not willing to leave or switch their present job.
How training programs for employees could lead to a continuous development and
support for the employees within Marriott International ?
According to the Jena, Pradhan and Panigrahy (2018), There is huge
contribution of training programmes in continuous development of employees within
Marriott International. This is so because here target is provided over providence of
knowledge that help in improvement of skills that further aid in development of
overall personality. This improved personality level not only help to work effectively
but also motivates the employees, so they work with high level of engagement. The
different training methods along with contribution is defined below;
Simulation: This is effective off the job training method that help in
development of skills through facing of the similar kind of created situations. This
brings understanding that how work is performing within an organisation and in what
they must tackle the risks if occur due to the performance of same.
Training at workplace: This is effective on the job training method where few
months training is proved to employees in starting. The main aim with this technique
is to improve the skill so they able to develop the skills and perform the functions
effectively in future. This is beneficial for both Marriott International and employee.
Here, employee gets the benefit in form of personality development whereas Marriott
International gets the benefit in form of optimum utilisation of resources along with
higher level of productivity Mone, London and Mone (2018).
According to the viewpoint of as Hall et al. (2008), training and development
programs enhance the skills as well as capabilities of an individual or the employee
prevailing within the organization. Hospitality industry is wide and involves many
services such as lodging, accommodation, recreation, food and beverages and
entertainment as well. One of the main aims of this industry is to fulfil customer
satisfaction and render them the quality service as well. For this, it is essential for
hospitality sector to have effective and talented employees that leads an
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organization towards higher success and development. It is determined that the
major concerned of hospitality sector in London is fulfilment of customer requirement
as they believe customers are the key asset due to which it can have a higher gain
and success within the market and remain for longer time frame. In addition to this,
the competition within the hospitality industry is increases day by day and therefore it
is becoming important for hospitality organization to trained staff members as it will
help them to deal with customer queries and resolve them rapidly as well as
effectively. Moreover, Jellen and Necksan, (2018) has been analyzed that hospitality
industry contributes a major part in service industry that directly leads to growth of
economy of the country. It is determined that there is use of innovative technology
within the hospitality sector in order to offer best as well as on time service to
customer that leads to raise in efficiency and profitability of hospitality organization. It
is important for hospitality sector to offer unique service that assist in attaining
competitive advantage at marketplace. Furthermore, training sessions helps
hospitality industry of London to gain higher growth and development that leads to
enhancement in market share of hospitality sector within the service industry.
How “SMART” methods are applied in order to achieve positive results within the
business organization?
As per the view presented by Khoreva and Wechtler (2018), The smart
methods that will be effective in relation to get positive results are defined below;
Technology: All must focus over application of advanced technologies. This
help to perform activities without in getting with any third person. Also, saves time
and money along with optimum level of safety.
Work benefits: Focus over discriminating work benefits to retain employees
and continuing workings.
According to Chartered Management institute (2011) in order to achieve goals
and objectives in an effective manner, it is required by the managers or top authority
of the company to develop SMART objective and use some smart methods. It has
been said that by using effective methods of communication help in retaining
potential staff members for longer period. Along with this, managers and employees
need to discuss their different perspectives and to find a conclusion that reduces
negative impact from the workplace and develop positive and strong relationship
among then. This will aid them in achieving organizational goals and objectives in