Human Resource Management Report: Marriott Hotel - Service Industry

This report comprehensively examines Human Resource Management (HRM) within the context of the Marriott Hotel, a prominent player in the global hospitality industry. The introduction highlights the significance of HRM in the service sector, emphasizing manpower planning and regulation. Task 1 delves into the roles and purposes of HRM, including recruitment, conflict resolution, and training, while also exploring external factors influencing supply and demand. Task 2 assesses employment relations, emphasizing the importance of loyalty, productivity, and communication, along with an analysis of employment laws. Task 3 provides examples of job descriptions and person specifications and compares selection processes across different service industries. The conclusion summarizes the key findings, emphasizing the importance of effective HRM for achieving organizational objectives and maintaining a competitive edge in the hospitality sector. The report also includes relevant references to support the analysis and findings.

HUMAN RESOURCE

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 1 ..........................................................................................................................................3
1.1 Role and purpose of Human Resource Management in the service industry......................3
1.2 Justify a human resource plan based on an analysis of supply and demand for a selected
service industry business.............................................................................................................3
2.1 Assess the current state of employment relations in a selected service industry..................4
2.2 Discuss how employment law affects the management of human resources in a hospitality
organisation of your choice.........................................................................................................4
TASK 2 ...........................................................................................................................................4
3.1 Discuss a job description and person specifications through examples from a hospitality
organisation.................................................................................................................................4
3.2 Compare the selection process of different service industries businesses............................4
TASK 3 ...........................................................................................................................................4
4.1 Assess the contribution of training and development activities to the effective operation of
a selected service industry business............................................................................................4
CONCLUSION ...............................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
Human resource management is the study of understanding the human behaviour as well
as their attitude, personality and performance of an employee to gain competitive advantage of
the business (Wright, 2016). HRM in context with service industry is important to discuss,
because in the growing scenario of hospitality sector, it is required to take initiatives to control
and manage manpower planning and regulation in the hotel sector. This report will be carried on
the Marriott hotel which is the American based well-diversified hospitality industry with services
spread all over the world. This report will talk about various aspects, role and purpose of human
resource management in the service industry. This report will also talk about the various external
environment factors which effects the demand and supply of the manpower and human resource
plan. This report will put light on current state of employment and various laws and regulation
for an employment.
TASK 1
1.1 Role and purpose of Human Resource Management in the service industry.
Human resource management is the application and knowledge of recruitment, selection and
appointment of employees in the organisation. It refers to the plan of action which
impressive administration of an organisation’s individual. It is planned to improve employee
performance, in order to attain organisational objectives. In context with Marriott hotel,
there are different roles and purpose of HRM which are explained below:
Roles of HR
Recruitment and staffing: - It is one of the important role of human resource management.
It recruits individuals at right time, right place and right position in the company. In context
to Marriott hotel the HR manager hires appropriate individuals according to position and
organisation requirements (Gerhart, 2016).
Conflict resolution: - There are various kinds of employees in the organisation with
different values, education and nature and sometimes conflicts arises among them. In
context to Marriott hotel the HR manager provide appropriate solutions to their problems
and it ensures to provide favourable decisions of their issues.

Training and development: - After recruitment and selection it is also one of the essential
role of human resource management to train those selected individuals. In Marriott hotel the
HR manager organise effective training programmes, in order to improve employee’s
performance and productivity. It also ensures that whether tenured workers requires training
or not with the new joiners (Premeaux, 2015).
Purpose of HR
Coordination between departments: - Human resource management has important role in
any organisation. It coordinates among different departments in the Marriott hotel. Having
effective coordination between different sections assist in attaining organisational objectives
efficiently.
Cultural sensitivity: - Human resource management keep cultural consciousness in the
organisation. It evaluate delays and design alternative strategies. It react to the demands of
one or more departments, HR management is habitually called upon to bring off cultural
variations. In context to Marriott hotel HR manager maintains culture sensitivity in the
organisation to attain business goals.
Intrinsic customer management: - Among different purposes of HRM it is also one of the
important. It assist in defining and applying effective procedure and policies, which are
essential to recruit, attract, and continue superior and flexible workforce. In context to
Marriott hotel it provides services to customers and maintains extrinsic relationships.
In the last, it is advisable that Marriott should understand their role and purpose in an effective
way to make management of an organisation proper and suitable for achieving and
accomplishing goals and targets of an organisation (Mondy, 2016).
1.2 Justify a human resource plan for analysis of supply and demand for service industry.
There are various external factors such as climate influence, crime and terrorism, political
condition, economic issues, financial crisis etc. which can influence the demand and supply for
the Marriott Hotel. These factors can influence the customer engagement and involvement
towards the places where particular service sector is located. If factors are critical, in that case, it
will lower down customer base because of climatic and crime issues. On the other hand, if
environment is positive, it would result in maximum customer engagement. The external
environment are as follows:

Climate change: In various places such as Bermuda, Saudi Arabia etc. where climatic
condition is poor. It would lead low involvement of the customers as a reason of lack of water,
cyclone in given country. In context with Marriott Hotel, it is necessary for the hotel to engage
maximum customers. As USA is one of the peaceful country and it has highest number of
tourism, it would help them to attract more customers (Huselid, 2015).
Political issue: In countries like Venezuela, where political and economic conditions are
worst, in sense, daily riots, criticism and unsecure environment. As a result, it would affect the
tourism level of a hotel sector.
Analysis of demand and supply: Marriott hotel always believes in planning for need of
human resource in their organisation for the analysis of demand and supply of effective
manpower. For the purpose of analysis of existing human resource in Marriott will be identified
and compared on basis of present and future needs to forecast the demand of manpower in
Marriott hotel. The forecasting of demand and supply of human resource will help in analysis of
need of manpower in this hotel will provide changes and gaining the competitive advantage.
Development of HR plan:
In context with Marriott Hotel, it is important to develop a HR plans for analysis and
understanding of present and future requirements of human resource in an organisation. The
whole process are as follows:
Resource strategy: In this stage, Marriott Hotel can reduce their staff cost and increase
overall productivity of their staff through gaining competitive advantage through equal
development of their staff.
Scenario planning: The HR planning of Marriott should be effective and flexible in
order to adopt itself in the changing scenario of the market. HR planning must be strong enough
to make best output out of the opportunities in a hotel industry.
Forecasting demand and supply: In order to execute the plan for the Marriott Hotel, they
need to consider existing demand for manpower as per their skills and talent. For obtaining
competitive benefit, it is important for Marriott hotel to estimate accurate demand for manpower
to avoid the excess employee costs (Laurent, 2016).
Analysis for labour turnover: In this stage, it is very important to do analysis of
employee turnover to arrange and manage human resource plan in order to be cost effective and
to gain the competitive advantage in this hotel industry.

Analyse operational effectiveness: Marriott hotel needs to achieve competitive
advantage through low cost and higher productivity among their employees. In this case,
employee productivity is based on performance and regularity of their work to achieve the
strategic objectives for the Marriott Hotel (Legge, 2015).
2.1 Assess the current state of employment relations in a selected service industry
Employment relations: - It is essential for Human resource management to maintain better
relations between employees and employer. Having effective relations among individuals in
the organisation has various advantages. Strong relations help employees in improving their
productivity and decreases issues or problems between them. In context to Marriott hotel
effective relationships among individuals will increase their efficiency and make them more
productive. It results in motivation of employees and they perform honestly with the
organisation. The HR manger must make appropriate efforts to manage strong relations in
the Marriott hotel, in order to attain desired objectives. Here importance of good employ
relations in the organisation is described below:
Promotes loyalty: - Organisation with the pleasant work environment influences its employees
highly. In Marriott hotel effective working surroundings makes employees loyal towards
their work. Its grateful result or impact on HRM is that it decreases hiring, training and
recruiting cost. As a result it reduces individual’s workload and everyone perform their roles
and responsibilities effectively and efficiently.
Improves productivity: - Good relations between employees and employer have many
advantages. It is also one of them. In Marriott hotel it makes working environment enjoyable
and it increases employee’s morale. Increasing motivation encourages them to work
effectively, order to accomplish prescribed objectives. As a result it increases their
productivity and improve their performance level. It will help in attaining more growth and
success.
Communication: - Communication is one of the essential element in the success of an
organisation. In Marriott hotel it is essential to communicate all information between
employees. The HR manager should provide all details regarding their roles, responsibilities,
positions, benefits, etc. It is one of the main role of HR to fill communication gap in the

organisation, and it can be easily possible with strong employment relations (MacMillan,
2014).
Decreases conflicts among employees: - Maintaining friendly and good relations within
the workplace reduces issues and problems in the organisation. It encourages them to focus on
the assigned projects effectively and efficiently. In context to Marriott hotel having better
relations occurs less conflicts and it results in increasing employee’s productivity. Strong
employment relations plays an important role in business growth and success. It will assist in
attaining desired objectives (Atwater, 2013).
2.2 Employment law affects the management of human resources.
Effective employment relation are determined by proper work routine and assurance of
better employee and employer relationship in an organisation. Employment laws are taken into
the consideration which involves various laws concerning over the workplace. Every individual
employee and person has rights over such employment law and acts. There are two most
important acts such as employment relation acts and employment right acts which needs the
detailed explanation and discussion are as follows:
Employment right act, 1982: This act mainly discuss about an employee rights over their
salaries, wages, office timing, dismissal justification and any issue with an employer. In context
with Marriott hotel, the first and foremost HR strategies is to maintain the incurring low cost on
an employee in order to raise their pay and remuneration. It is the duty of human resource to
maintain and regulate the pays and remuneration of an employee in order to win their trust and
effective performance to attain the goals or targets effectively and efficiently.
Employment relation act, 2000: This act provides legal outcomes of relationship of
employer with an employee, union and other workforce. The main aim of this act is to provide
good and fair work and their result to an employee. In Context with Marriott Hotel, this act is
important to maintain the dignity, peace and value in an organisation. This act has brought trust,
faith and believe in the relation between employer and employee to achieve defined goals or
targets in context with hospitality industry (Schuler, 2018).
After such discussion, it is concluded that all two given employment law and acts are
considered as most important in context with service industry. Such laws are brought higher
level of transparency and feasibility in working condition in an organisation (Yammarino, 2015).

TASK 2
3.1 Job description and person specifications through examples from a hospitality organisation
In this current scenario, service or hospitality sector is regarded as most competitive and
opportunistic industry across the globe. For such industry, there is a requirement of effective
manpower and workforce to regulate functions and activities. In this sector, HR personnel needs
to hire most appropriate and well-developed individual to achieve the goals or objectives of the
Marriott Hotel. There are various issues such as lack of effective HR system, employee retention,
attrition rate etc. which needs to be overcome as soon as possible to make HR regulatory
effective and productive. To remove issues such as low morale, high labour turnover, poor
recruitment, ineffective management etc., it is required to discuss the job description and job
satisfaction of the Managerial position in the Marriott Hotel which are as follows:
Job description: It is regarded as kind of format which tells about the job profile and
roles and responsibilities regarding the particular individual or employee while on the job. It
includes summary, report to specific person and roles and responsibilities etc.
Job Description

Marriott Hotel
Job Code: R321
Job Title: Manager
FLSA status: Exempt
Reports to: Branch head
Released date: 21.11.2018
Summary: To cover every aspects of the activities such as project regulation, maximisation of
profit, regulation of financial performance, guest satisfaction as well as staff development with
serving the quality and standards. Also responsible for hiring and managing the workforce.
Qualification: Diploma in hotel management from reputed institutions with the effective
training and learning.
Experience: Minimum 1 year + experience is needed for prescribed position.
Roles and Responsibilities:
 To make sure that business of the hotel must grow at higher level.
 To achieve sales targets as approved by managing director or general manager.
 To check guest status, quality of service and profit generation by conducting parties,
seminar, function etc. in the hotel.
 To control and record overheads and expenses as per the annual budget of the hotel.
 To make ensure that customer care service of an organisation should be working
appropriately and effectively
3.2 Compare the selection process of different service industries businesses
The main purpose of the selection process is to recruit and select best candidate for an
organisation which fits on the requirements and demand of the hotel industry. For this
discussion, it is require to compare the selection process of Marriott hotel with Riverview bistro
which is the well-known restaurant located in United Kingdom. The main reason behind
choosing restaurant is that both belongs to service industry, but different in some contexts. Hotel
serves room, accommodation and many other services, whereas Riverview bistro offers dining
service to their customers, but they hire manpower and workforce for the common purpose
which is serving their customers. The selection process of both organisation are as follows:

Marriott Hotel: In the first stage, they recruits maximum number of candidates by the
help of external sources such as publishing advertisements, employment portals, referrals, job
agencies etc. to select best application according to the required experience and job profile. After
this, they invites selected candidate for the interview process which includes group discussion,
case analysis and face-to-face interview. The major purpose of taking interview is to know
various skills such as communication, personality, attitude, interaction with people and customer
engagement etc. (Huselid, 2015).
After testing experience, knowledge and skills using the interview technique, various
tests such as personality test, decision making test etc. is required and pre-requisites to be
conducted to know whether the candidate is capable and reliable or not. After the clearing all
such tests, Marriott send offer letter to the selected candidates for the joining purpose.
Riverview Bistro: This leading restaurants chain hires their employee using its websites,
portals or hires other recruitment agencies. They generally provide career column in their
websites where interested applicants apply by sharing their previous employment status, personal
details and Resume/CV. After this check the application to check experience, qualification and
education qualification to make match with desired position of the job.
They call for interview after such cross checking and go through the referral given by the
candidates. In an interview process, they ask various question regarding the quality of food,
customer service etc. they also ask some practical question to know and understand the situation
based scenario in this industry (Bowen, 2016).
After passing the interview process, they send offer letter to selected candidates by post,
Email and even call personal.
Training and development: It was noticed that training and development is important for
every employee just after the selection. In Marriott, they prefer to give first 15 days on classroom
basis and rest period on the job-training, which helps their employee to grow and work
effectively. In Riverview bistro, organisation prefers to give on the job-training from beginning
because, in restaurant workforce needs to work 24*7 on serving their customer's.

TASK 3
4.1 Assess the contribution of training and development activities to the effective operation of a
selected service industry business
Training and development: - Training and development is one of the essential task of HRM to
perform. Training is a learning process which includes modification of skills, ideas,
changing of posture, and achieving extra knowledge for better workers performance.
Effective training and development assist employees in learning innovative methods, ideas,
skills and information. In context to Marriott hotel, human resource management executes
training and development programmes in order to improve individual’s skills, talent,
education, qualities, etc. to perform organisation's operations effectively. In Marriott hotel,
the main aim of providing training to employees is to make groups and individuals more
productive and efficient. Organising training programmes has many benefits and
importance, which are explained below:
Improved individuals performance: - Providing effective training to employees assist
them to perform their job effectively. It makes them understand about their roles and
responsibilities and increase confidence. In Marriott hotel it will improve employee’s total
performance, which will be beneficial for the company. Talented employees contribute more in
attaining objectives and holding great position the service sector (Bowen, 2016).
Employee’s morale and satisfaction: - To attain organisational objectives it is essential
to improve individual’s morale and satisfaction, which can be possible through training and
development programmes. In context to Marriott hotel making more investment in
organising training programmes feels employees appreciated and valued. As a result
employees also understand their obligations towards organisation and their work. It will
motivate them to achieve desired goals effectively.
Increases profile and reputation: - Implementing an effective training strategy or
programme assist in developing company's brand and it will increase their reputation. It
makes a company highly fascinating. In context to Marriott hotel providing effective
training to employees lead to improve their brand image and it will attract more customers.
It make the company first consideration for employees and customers.
In context to Marriott hotel, effective training programmes will improve employee’s
knowledge, skills and talent, and makes them more productive. It will motivate them to

attain desired goals or objectives and improve their both performance and morale(Bowen,
2016).