People Management and Development in the Hospitality Sector (Marriott)

This report delves into the core aspects of Human Resource Management (HRM) within the hospitality industry, using the Marriott Hotel as a case study. It begins by outlining job descriptions and specifications for a Human Resource Manager, detailing key responsibilities and required qualifications. The report then analyzes the factors influencing the HR selection process for staff recruitment, differentiating between external factors like government regulations and labor market conditions, and internal factors such as organizational policy and company image. Furthermore, it examines various training methods and strategies employed to develop hospitality personnel, including on-the-job techniques like job rotation and coaching, and off-the-job methods such as case studies and incident methods. Finally, the report addresses the impact of the UK legal system on HRM methods and practices within the hospitality sector, highlighting relevant employment law changes and their implications for areas such as disability discrimination. The report aims to provide a comprehensive understanding of the crucial role HRM plays in the success of hospitality businesses.

Managing and
Developing People In
Hospitality Industry

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK...............................................................................................................................................1
1.Job Description and Job Specification.....................................................................................1
2. Identify and analyse the factors which can influence HR selections process for staff
recruitment..................................................................................................................................4
3. Training methods and strategies used in developing training programmes for hospitality
industry personnels......................................................................................................................6
4. UK legal system impact on HRM methods and practices in hospitality sector......................7
CONCLUSION................................................................................................................................7
REFRENCES...................................................................................................................................8

INTRODUCTION
In the present scenario, Hospitality professionals requires an expert who can manage
entire operations and functions in effective manner. Human Resource Management play vital
roles in hospitality industries because it manage the workforce by developing staff members for
providing better services to the customers. In this includes various activities such as recruitment,
selection, orientation, training and development and keep good staff members within a
hospitality industry (Bharwani, 2012). Managers are required to be familiars with increasing
worker's costs, increase competitions, developing employees and change their attitudes, meet
guest's expectation and form new laws or regulation that impact on the HR policies and
activities. This assignment will describes about job description and specifications in Hotel
Marriott and analyse various factors which influence the HR selection process. It will discuss the
training delivery method and UK legal system in the hospitality sector.
TASK
1.Job Description and Job Specification
Human Resource manager play an important role in managing the hospitality industry
with better ways. They maintain workforce by recruiting and selecting skilled or qualified staff
in the hotel. Managers take responsibility for providing better services to the customers to satisfy
their needs and wants in an effective manner. Here are job description for human resource
manager such as;
Job Description
Position Title: Human Resource Manager for Hotel Marriott
Reports to: HR Director
Position Summary:
The Human resources manage the daily operation of an organisation as they are
responsible for maintaining and performing various activities such as recruiting, employee
relations, benefits, work compensations and events or tasks that are related with employees (Butt,
2012).
Person should be responsible for short as well as long term planning regarding functions
of HR including workforce planning, recruitment, staffing strategies, wage and salary,
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employees relations, benefits, training and development programs and many more
responsibilities.
Duties and Responsibilities of HR manager:
 The main responsibility of manager is to ensure about the HR operational policies as
well as procedures must be adhered and improve continuously.
 To assist the entire activities in which concern the sources and recruitment of
employees, performance appraisal and management, HR administration and staff
disciplined.
 Manager has to conduct training and development programmes for enhancing
individuals performance, skills, knowledge and abilities (Boella, 2013). They also
requires to conduct new hire hotel orientation program.
 Duty of implementing corporate policies and procedures which are related with
compensation, incentive, bonus and benefits.
 The another responsibility is assess employee morale through examining absenteeism,
turnover records, lateness and resignations.
 Individual has to coordinate and administer entire matters related with staff
accommodation, transport and other facilities.
 They also requires to perform another activities such as coordinates, controls, ensure
regarding employees accommodations, staff canteen, rest rooms and its cleanliness in an
effective manner.
 Manager should required to organise and coordinate worker's safety or wellness
programmes within hospitality industry (Goss, 2013).
 Person has to conduct training need analysis, developing, implementing as well as
monitoring training programs and materials in an appropriate manner.
 Assistance of key messages in the communication for entire staff or workforces.
 Assist recruiting and hiring activities for effective work force.
 The main duty of manager is to ensure about appraisals which must be carried out for
every and each employees in every year according to hotels management policy, review
and follow up the development needs whenever required.
 Individual should have able to remain calm and courteous in any critical situations.
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 They need to assist department heads or HOD for the purpose of formulation of human
resource policies and procedures for their departments.
 Manage employees compensations programs, and also necessary to ensure about claims
and reports that submitted as per time schedule (Chang, 2011).
 Support operational efforts because it is needed for an appropriate hotel industry as
manager can do this by proper staffing and training associates.
Job Specification
Position: Human Resource Manager for Hotel Marriott.
Essential Desirable
Qualifications Person required a diploma in the
field of hospitality/ hotel
management as well as in human
resources with recognized
university degree.
Qualification and degree with the
specialisation in Hotel/ hospitality
management.
Experience 2 to 4 year experience within
Human Resource operations
management.
At least 4 year experience in same
position (preferably in the 5 star
hotel).
Technical skills He or she should have knowledge
about opera PMS and Microsoft
programs.
Opera PMS, Microsoft, MS Dos,
Language, ONQ etc.
Other requirements  Knowledge regarding
locality or areas.
 Fit in physically and
mentally.
 Excellent communication
skills and telephonic
manner.
 Driving licence
 Work permit
He or She must be member of local
human resource association.
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2. Identify and analyse the factors which can influence HR selections process for staff
recruitment
There are numbers of factors such as internal and externals which can influence the way
in which recruitment process carried out in the hospitality industry such as;
External Factors:
External forces are those which cannot be controlled by manager but they can manage it
for running an organisation. Here are some factors involved in this as like: Government or trade union restrictions: Government policies play vital role in the
process of recruitment and selections practices (Gong, 2011). They formulated the
Labour Relations Act and the Employment Equity Act within an organisation so that they
can employ new staff members. On the other side trade union is related with inclusion of
recruitment process in various industries as it is representatives participate in recruiting
policies.
 Labour market: The labour market conditions has the major impact on the staff as if
there are surplus of skills then huge applicants or candidates will be available and vice
versa.
Internal Forces:
Internal factors are those at which firm have control over there. It can be affect on the
recruitment functions. These are as following; Organisational policy: The content of the recruitment policy defines an appropriate way
in which these forces influences the procedures of recruitment. In this the statements
describes regarding parameters of recruitment efforts and many more.
 Image of the company: There are various organisation that famous in the society or
community as they have their own ways of works, seeker perceives the firm which
generally influence as well as major impact on the staff members (Kong, 2012). In the
present time, companies cannot hide its names, operations and time that they have been
in existence.
Recruitment sources and methods
In the present scenario, it is difficult to fill the position with suitable candidate in the
hospitality industry. There are some another way to deal with vacancies as it is necessary to
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consider any other option before taking any decisions in the recruitment procedures. Here are
some options such as;
 For proper recruitment process, company requires to re-organise the work so that
employees do the entire work without replacing the leaver.
 They can use overtime if there is short term problems in the Hotel (Cheung, 2012).
 Make the job in part time or extra hour through introductions of job sharing.
 In this also consider as increasing worker's productivity in an effective manner. Updating all equipments and tools in the organisation.
Advantages and Disadvantages of internal and external recruitment sources
Internal recruitment:
Advantages Disadvantages
 The main objectives is to provide
greater motivation to employees on
their good performance.
 Internal recruitment provide
promotional opportunities to old
employees (Mok and Sparks, 2013).
 It helps in assessing the abilities of
workers.
 It also support in improving the morale
and organisational loyalty and enhance
productivity.
 The major disadvantage of internal
recruitment is that organisation cannot
bring new ideas.
 In this consider various barriers that can
create political infighting as well as lots
of pressures to compete this.
 In this required a strong and proper
management development programmes
to run the organisation in effective
manner.
 Create homogeneous workforce.
External recruitment:
Advantages Disadvantages
 Provides new ideas and thoughts in the
firm.
 In this, the exists organisational
hierarchy remains unchanged.
 It is beneficial in providing greater
 The minus point of external recruitment
is that loss or more valuable time due to
adjustment.
 Present employees can demoralise
because of strive for promotions.
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diversity.  Persons may be face various problems
regarding adjusting with existing
employees within an organisation.
Internal recruitment methods:
There are various most important internal recruitment methods are as following;
Current employees: Internal recruitment or job posting allow current workers to apply
for particular job in the organisation (Kadampully, 2013). HR department can find suitable
candidate by searching in computer so that they can identify the existing employees who are able
to manage or perform that job.
Referrals from current employees: In this, current employees tends to refers to those
individuals who are known and demographically similar to them. They also able to lead with
complexities, specially if the company has actions of affirmative regarding hiring policies. \
External recruitment methods:
Advertisements: it can be used for locations or areas such as local, regional, national and
international searches. It is an essential for providing information regarding particular job or
vacancies. In this included certain occupation such as engineering and health care that has
become increasingly specialised and difficult in fulfilment.
Campus recruiting: In this, people are recruited from universities and colleges.
Recruitment programmes are designed for identifying top students who are able to work within
an organisation to achieve organisational goals or objectives in effective manner.
3. Training methods and strategies used in developing training programmes for hospitality
industry personnels
Management development is defined as the systematic procedures in which manager
develop employees abilities and enhance productivity (Nickson, 2013). There are Two types of
methods of training that are on the job and off the job in the hospitality industry such as;
On-The-Job Training Method
It is most common technique of training in which a trainee is placed on the specific job
and learn skills for better performance. In this included various aspects such as;
Job rotation: By rotating from one job to another for gaining knowledge and experience
regarding job assignments.
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Coaching: This is another method in which trainee is placed under supervisor who
provide coaching and training for performing well in the Hotel Marriott.
Job Instruction: in this trainer provides proper instruction regarding particular job to the
trainee so that they can perform well in cases of mistakes so trainee have correct it in an
appropriate manner.
Off-The-Job Training Method
In this, it has its own limitations, it is also another effective method for providing the
training to employees or staff members in the Hotel Marriott (Renwick and Redman, 2013). In
this included followings such as;
Case study method: It is best way to gain knowledge in which employee solve any
critical problems and find an appropriate solution regarding issues.
Incident method: It is based on actual situations which happened in various organisation
so in this asked to employees to make proper decision if it is real life situations. They provide
their views or opinions according to incident.
4. UK legal system impact on HRM methods and practices in hospitality sector
There are number of important employment law changes take effects in recent years. In
this included some changes including termination payments are to be taxed, increase in statutory
rates, redundancy and maternity pay.
Disability discrimination: in the Equality act, there should be no any discrimination in
the firm. If people are disable then company have to provide proper treatment to them.
Gender pay gap reporting: In this employment act, it is defined the records and gaps
reporting regarding employees (Maguire, 2013). In this included private, public and voluntary
sector which is updated in recent year by UK government.
Termination payment: In this, payment regarding notice will be subject to income tax
and national insurance. This is also important for hospitality industries.
CONCLUSION
Form the above report, it has been concluded that Human Resource Management is very
important in Hospitality industry as HR department manage entire operations and workforce in
the hotel so that more customers can be attracted. This report is based on Hotel Marriott as HR
manager play vital role in recruiting and selecting suitable staff within the hotel. There are
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various factors that can influence on the internal or external recruitment. Some training methods
also discussed here.
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REFRENCES
Books and Journals
Bharwani, S. and Butt, N., 2012. Challenges for the global hospitality industry: an HR
perspective. Worldwide Hospitality and Tourism Themes. 4(2). pp.150-162.
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry:
A guide to best practice. Routledge.
Chang, S., Gong, Y. and Shum, C., 2011. Promoting innovation in hospitality companies through
human resource management practices. International Journal of Hospitality
Management. 30(4). pp.812-818.
Kong, H., Cheung, C. and Song, H., 2012. From hotel career management to employees’ career
satisfaction: The mediating effect of career competency. International Journal of
Hospitality Management. 31(1). pp.76-85.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Nickson, D., 2013. Human resource management for hospitality, tourism and events. Routledge.
Renwick, D.W., Redman, T. and Maguire, S., 2013. Green human resource management: A
review and research agenda. International Journal of Management Reviews. 15(1).
pp.1-14.
Shaw, G., Bailey, A. and Williams, A., 2011. Aspects of service-dominant logic and its
implications for tourism management: Examples from the hotel industry. Tourism
Management. 32(2). pp.207-214.
Testa, M.R. and Sipe, L., 2012. Service-leadership competencies for hospitality and tourism
management. International journal of hospitality management.31(3). pp.648-658.
Wang, Y.F., Chen, S.P. and Tsai, C.T.S., 2013. Developing green management standards for
restaurants: An application of green supply chain management. International Journal of
Hospitality Management. 34. pp.263-273.
Online
Human Resource Manager 2017. [Online]. Available through: <https://setupmyhotel.com/job-
description-for-hotels/bo-n-others/474-hr-manager.html>.
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