Human Resource Development Report for Courtyard Marriott

This report, focusing on the Courtyard Marriott Kochi Airport, meticulously outlines a comprehensive human resource development strategy. It begins by detailing a recruitment and selection plan for Guest Service Associate Housekeeping, covering job specifications, advertising methods, and a three-stage candidate evaluation process involving aptitude tests, group discussions, and personal interviews. The report then elaborates on an induction program designed to introduce new hires to the company and their roles, followed by a detailed training and development plan. This plan encompasses specific training modules for cleaning, security, and checking procedures, along with health and safety protocols. Furthermore, the report addresses the importance of health and safety, outlining a plan that adheres to the Factories Act of 1948 and includes the formulation of health and safety goals, resource provision, and employee training. Finally, it explores performance management practices, emphasizing goal establishment, organizational culture, regular assessments, and the provision of training, rewards, and remuneration to enhance employee performance. The report concludes with recommendations for the organization to improve its HR practices.

Running head: HUMAN RESOURCES DEVELOPMENT
HUMAN RESOURCES DEVELOPMENT
Name of the student
Name of University
Author note

1HUMAN RESOURCES DEVELOPMENT
Recruitment and Selection Strategy
Recruitment and selection play an important role within the scope of a business
organization as it helps them to acquire the required human resources in order to perform the
business operations and activities in an efficient manner (Boella & Goss-Turner, 2019). The
Courtyard Marriott at the Kochi Airport being a part of the hospitality industry relies heavily
on the efficient provision of customer services. Therefore, the organization needs to develop
an effective strategy for the recruitment and selection of its employees for guest service
associate housekeeping. The process of recruitment follows the stages of planning,
development of strategy, searching, screening, evaluation and control.
In order to develop the recruitment plan for the Kochi Airport Courtyard Marriott,
firstly two important considerations are to be made regarding the nature and objectives of the
job role. In this case, the job role is that of guest service associate housekeeping, and so the
organization needs to prepare a specification regarding the number of applicants to be hired
and the type of applicants to be contacted.
The organization is required to attract the maximum number of applicants possible so
that it may be able to select the best employees suited for the job (Biga, Spott & Spott, 2015).
The first step is to create a detailed job description mentioned the required skills. The
required skills for guest service associate housekeeping may be recognized to be the
following:
 A minimum education qualification of high school diploma or General Education
Development
 Minimum of 2 years of prior experience in customer services
 Excellent verbal and written communication skills
 Excellent organizational and time management skills

2HUMAN RESOURCES DEVELOPMENT
 Good interpersonal skills
Following the creation and development of an effective job requirement, the
organization is required to utilize various print and online media in order to advertise the job
opening. In India, the various forms of advertisement for job openings may be provided
through magazines, newspapers, or through online job application websites such as Monster,
Naukri, Indeed and the like. The interested and qualified individuals for the job role can then
send in their resumes to the official email address of the company for short-listing (Geerts,
2014). Further, on the basis of the minimum qualification, a particular date and destination
shall be provided to the interested candidates where they are allowed to present their
qualitative and quantitative skills.
After the above process is completed, the processing of the candidates for the
particular job role will take place in three steps. The first round for recruitment is the aptitude
test where the 50% of the candidates are to eliminated. The importance of attitude is to check
the basic knowledge. The questions will comprise of English, Basic Mathematics and Logical
Reasoning. The basis under which these three subjects are chosen as this tests the decision
making skill and communication skill at the same time. As the job role requires heavy
interaction with the clients, question may arise which requires common sense and sound
intelligence quotient. The second round is the group discussion where group of maximum 6
to 10 people will participate at a time. A realistic topic will be given which shall be highly
aligned with the job role. This round not only tests the knowledge of the candidate but also
verifies the vocational skills of the person along with the ability to present himself or herself
in front of the client. This round also helps the interviewer to identify the self-confidence of
the candidates and the ability to put the idea and words before the other person. Here, only
10% of the candidates are to be selected for the next round. Lastly, the personal interview
round in which the candidate directly makes a conversation with the interviewer. As the job

3HUMAN RESOURCES DEVELOPMENT
role is highly correlated with ground staffing and frequent interaction with the clients, the
interviewer is to directly ask specific questions with real life situations. The interviewer also
must test the flexibility of the candidates, parameters being shift time and job roles. It is to be
noted that for female candidates, he shifts time is only during the day and for male candidates
the shift time can be day or night. After the selection of the shortlisted candidates, the
confirmation will be provided via email where the joining date and the venue will be
provided.
Induction Program
Induction Program is the introductory curriculum of any organization where the
selected candidates are introduced to the company (Vargas-Hernández & Ramos-Hernández,
2016). The program usually starts with the interaction between the human resource manager
and the fresh candidates. He/ She starts by detailing the history behind the organization.
Furthermore, the job of the candidates is detailed to them. Then the candidates re to be
introduce to their respective managers who takes the proceedings forward. This is the phase
before training of the candidate take place.
Training and Development
After the induction process is complete, the training of the candidates takes place
(Bratton & Watson, 2018). As the job role of the candidates are cleaning, security and
checking, the training will take place separately.
For cleaning, the manager introduces the candidates with the equipment with which
they shall be working, a specific uniform shall be provided which must include a face mask,
gloves and shoes covering the whole foot. Then the manager shall introduce them with the
liquid disinfectants with which they shall be cleaning the floor and the toilets. He

4HUMAN RESOURCES DEVELOPMENT
diagrammatic and visual training shall be provided to them so that they can easily perform
their tasks when they are required to.
The Security and Checking Staff training and development program has to be taken
care of separately due to security protocols. First the new candidates have to be introduced
the equipment for checking and scanning the clients and their luggage. Next the procedure of
checking has to be provided to them in full details. Checking the paperwork includes, proof
of identification and citizenship. Moreover, the boarding pass exclusively has to be provided
for domestic flight and boarding pass, visa and passport are to be provided for the
international flights. This training process usually takes a week to groom the candidates
according to the job role.
Health and Safety Plan
The incorporation of an effective health and safety plan within the scope of the
Courtyard Marriott Kochi Airport is essential, as it will ensure the responsibility of the
organization towards the protection of its employees. In this regard, the organization is
required to abide by the Factories Act of 1948, which ensures the protection of employees
and workers operating in business organizations and industries from occupational hazards
(Legalserviceindia.com 2020). The adoption of the regulations under this act, enables the
organization to ensure the safety and welfare of the employees operating within the scope of
their business, thereby providing the newly recruited guest service associate housekeeping
employees with the assurance of the safety of their health. The health and safety plan for the
Courtyard Marriott Kochi Airport maybe structured as provided below:
1. Formulation of health and safety goals - Firstly, the organization is required to
establish certain specific goals for ensuring the health and safety of the employees.
These goals may include the incorporation of an organizational culture that is free

5HUMAN RESOURCES DEVELOPMENT
from avoidable accidents (Borovskaia & Dedova, 2014). Furthermore, the
organization should also ensure the safety of the environment in which they operate in
order to maintain sustainability of business activities.
2. Provision of resources - In order to fulfill the goals of ensuring the health and safety
of the employees the organization must engage in acquiring the resources required to
protect the employees from any accidents or damage. This may include the
installation of fire alarms, smoke detectors and fire extinguishers in case of
emergencies, equipment for the individual employees such as gloves, sanitizers,
disinfectants and the like. Furthermore, the organization must also prepare a first aid
facility for the employees so that they may be able to get immediate medical attention
in case of any health emergency.
3. Training - The organization may also provide training to the employees so that they
may be able to avoid the occurrence of any accidents due to technical inefficiency or
ignorance. Such training will also aid the employees to assist each other out in case of
emergencies, in an efficient manner.
Performance Management Practices
Performance management plays an important role in the scope of a business
organization as it helps the employees to get motivated in the organizational activities and
functions so as to obtain the targets and goals in an efficient manner (Upamanyu, 2014).
Performance management also enables the organization to overlook the actions and activities
of each employee and determine if they are being able to perform to their full potential.
Within the scope of the Courtyard Marriott Kochi Airport, a performance management
system needs to be established that will aid the organization to effectively capitalize of the
resources available to them and utilize the skills and experience of the employees to their

6HUMAN RESOURCES DEVELOPMENT
opportunity. The performance management program for Courtyard Marriott Kochi Airport
can be structured as provided below:
1. Establishment of goals - One of the most important aspects of creating an efficient
performance management system is to determine the expectations that the
organization has set in terms of the performance of the employees. These targets or
goals of performance help in the evaluation of whether the employees have been able
to achieve it or not.
2. Establishment of a positive organizational culture – The second most important
aspect of the performance management system is the establishment of a positive
organizational culture that enables the employees to engage in the business activities
and functions in an efficient manner. A working culture where the leaders are
supportive and motivate the employees towards the achievement of organizational
targets leads to high job satisfaction among the employees and thereby high job
performance levels.
3. Assessment and evaluation – the organizational must also conduct regular evaluation
of the performance of each employee in order to ensure that they have been able to
achieve their expected organizational targets or not. These assessments must be
conducted bi-annually before the peak seasons of travel during summers and winters.
An evaluation of the performance before the peak business seasons will enable the
organization to take the necessary steps to improve the performance of the low-
performing employees through further training.
4. Training and development – Another important aspect of an efficient performance
management program is the scope provided to the employee to enhance their existing
levels of performance within the scope of the organization through training and
development of their personal and professional skills. Such training and development

7HUMAN RESOURCES DEVELOPMENT
helps the employees to assess their own performance and build a level of loyalty
towards the organization. Such loyalty in turn helps in the improvement of job
retention and reduces the rate of employee turnover.
5. Rewards and remuneration – Rewards and remunerations form one of the most
important aspects of a performance management program as it helps the employees
with the necessary incentive or motivation to put in effort to improve the level of their
skills and thereby their performance. These rewards and remunerations may be
provided to the employees on the basis of an assessment of their performance bi
annually. There are several kinds of rewards that may be provided to the employees,
which vary from verbal recognitions, to bonuses, increase in salary, appraisals and the
like.
Recommendations
The following recommendations can be provided to the organization in this case:
1. Development of an efficient recruitment plan mentioning the specific criteria of
qualification required for the job post.
2. Creating an efficient training program for the newly recruited employees so that they
may be able to perform the tasks assigned to them efficiently.
3. Ensuring the health and safety of the employees by adopting the safety measures as
mandated by the Factories Act, as well as the incorporation of other facilities like
first-aid services in case of emergencies.
4. Creation of a robust performance management system along with a structure for
rewards and recognition so as to incite maximum employee satisfaction and ensure
the retention of valuable and well performing employees.

8HUMAN RESOURCES DEVELOPMENT
Conclusion
From the above discussion regarding the recruitment of guest service associate
housekeeping in courtyard Marriott Kochi Airport, it may be said that there are several
important aspects that must be considered during the process of recruitment. One of the most
essential elements of recruitment is to cater to the interests of the appointed employees and
integrate them with the interests of the organization. This may be done with the help of
ensuring their safety and health within the scope of the organization as well as providing
them with the motivation and encouragement to function efficient with the help of efficient
performance management systems.

9HUMAN RESOURCES DEVELOPMENT
References
Biga, K., Spott, P., & Spott, E. (2015). Smart hiring in the hospitality industry: Legal and
business perspectives. American Journal of Management, 15(4), 115.
Boella, M. J., & Goss-Turner, S. (2019). Human resource management in the hospitality
industry: A guide to best practice. Routledge.
Borovskaia, I., & Dedova, M. (2014). Creativity in hospitality industry: Study of hostels in
St. Petersburg. Petersburg (December 17, 2013). Coactivity: Philosophy,
Communication, 22(2), 137-144.
Bratton, J., & Watson, S. (2018). Talent management, emotional labour and the role of line
managers in the Scottish hospitality industry. Worldwide Hospitality and Tourism
Themes.
Geerts, W. (2014). Environmental certification schemes: Hotel managers’ views and
perceptions. International Journal of Hospitality Management, 39, 87-96.
Legalserviceindia.com. (2020). The Factories Act,1948. Retrieved 30 March 2020, from
http://www.legalserviceindia.com/legal/article-149-the-factories-act-1948.html
Upamanyu, S. (2014). Managing Attrition through HR System in Hotel
Industry. International Journal of Multidisciplinary Approach & Studies, 1(6).
Vargas-Hernández, J. G., & Ramos-Hernández, J. J. (2016). Organizational Development
action: Induction program. Ecoforum Journal, 5(2).