Comprehensive Report: HRM Issues, Trends, and Solutions at JW Marriott

This report provides a comprehensive analysis of human resource management (HRM) issues at JW Marriott, a prominent hotel chain. The report begins with an introduction to HRM and the specific context of JW Marriott, outlining various challenges faced by the organization. The main body delves into a systematic understanding of HRM issues, including recruitment and selection, employee stability, the balance between employees and management, training and development, and managing a global workforce. It also explores emerging trends in HRM, such as the use of artificial intelligence in recruitment, data analytics, employee experience platforms, performance management, and feedback mechanisms. Furthermore, the report includes the design and development of a job description for a marketing and sales manager and a corresponding person specification. It also synthesizes and conceptualizes the process of performance management within the hospitality industry to minimize staff turnover, identify training needs, and enhance promotions. Finally, the report critically analyzes and revises two existing HR policies and practices, concluding with a summary of the findings and recommendations. The report references various academic sources to support its claims.

Issues in Human
resource management

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Systematic understanding of issues and challenges associated with human resource
management................................................................................................................................3
Emerging trends in HRM............................................................................................................5
Design and develop a job description and a person specification from the range of
management positions within the hospitality industry................................................................6
Synthesise and conceptualise the process of Performance Management within the hospitality
industry to assist organisations to minimise staff turnover, identify training needs and enhance
promotions...................................................................................................................................9
Critically analyse and revise two existing HR policies and practices from your organisation
and communicate to all employees. .........................................................................................11
CONCLUSION .............................................................................................................................13
REFERNCES:................................................................................................................................15
Books and Journals:..................................................................................................................15

INTRODUCTION
Human resource management refers to managing and organising human resources and
work force of an organisation in such a way that they can work with their full capacities and thus
able to fulfil needs and requirement of organisation (Alatailat, Elrehail and Emeagwali, 2019).
There are various human resource issues faced by organisation which will be covered in the
report. The company on which report will be based is J.W. Marriott branch of United Kingdom.
JW Marriott is brand of hotel business established in 1984, with first hotel opened in Washington
D.C. Following opening of hotel in Washington, the first overseas launch was in 1989 in Hong
Kong and then Europe and middle east in 1993. Currently JW Marriott is a rich brand name in
the hotel world and one of the largest hotel business chain with their business expanded to most
of the country all over world (Berman and et. al., 2019). The report will cover various issues that
is faced by J.W. Marriott in human resource management and how they are solving that issue
with the help of various policies.
MAIN BODY
Systematic understanding of issues and challenges associated with human resource management
Human as a resource working in a corporate company has gain its importance as in
current market trend of dynamic business environment. Various business organisation has
separated a department for effectively managing respective human resources working in the firm
(Vekeman and et. al., 2018). As due to introduction of globalisation, which lead to competition
and provided wide variety of choices of products and services to various consumers in given
marketplace. In regards to selected hospitality organisation i.e. JW Marriott, managers of the
business firm dedicate their best resources aiming at effective utilising up of various humans as a
resource working in the organisational firm (Brewster, Mayrhofer and Farndale eds., 2018).
However, spreading some light to uncertain business environment of the workforce and
existence of various factors that affects effective working of the organisation, there are various
issues or challenges that are faced by management of the service company while dealing with
their human resources, they are as follows:
Recruitment and selection: This is one of the functions that is played by a human
resource management of the business firm. Recruitment and selection activities plays an

important role in deciding success with carrying respective operational activities of the firm with
effective utilisation of resources of the firm. In context to chosen organisation i.e. JW Marriott,
managers and leaders of the firm undergo pure dedication of efforts to carry recruitment and
selection activities of the organisation keeping in valuable resources of the workforce. However,
any wrong decision made in respect to such activities would lead to loss of huge resources of the
company.
Physical stability of employees: In approaching polices and strategies adopted by
government of various nations, focusing on development of the country. It becomes hard for
various individuals to fulfil their basic livelihood. Therefore, it becomes hard to bring in stability
in policies regarding salaries and wages paid to different employees working in the workforce. In
relation with selected firm, managers of the firm try to understand personal attitude of respective
employee or staff working in the company and also takes care of their emotional feelings, it adds
up to motivation for an employee and ultimately contributes towards better productivity of the
company with various staffs working in the organisational firm.
Balance between Employees and management: Effective working of a human resource
management also faces issues relation to keeping balance between various management
strategies and personal interest of respective staffs working in the workforce. Keeping in mind
uncertain business environment, managers and leaders of the firm in order to maintain effective
operational working of the workforce has to alter its plans and strategies as per dynamic business
environment of the operational firm (Stewart and Jürjens, 2017). In regards to chosen
organisation, managers of the organisation implement various flexible plans as well as strategies
in the business firm in order to cope up with trend demands and needs of given market
customers. However, there are lot of difficulties faced by concerned authority of the firm for
implementing any new plan. But through introducing advantages of respective plans and
strategies they are able to boost moral of each employee working in the company and shape
operational working of the company towards achievement of desired goals with effective
utilisation of resources of the company.
Training and Development: Training and development programs contributes towards
boosting up of performances and abilities of respective staffs working in the business firm. In
most of the business organisation with a objective of conquering demand of various customers in
given marketplace, concerned authorities of the company introduces various training and

development programs, which helps firm to adopt to various innovative techniques while
approaching towards desired objectives of the company (Castleden and et. al., 2017). However,
many old, talented or experiences employee working in the workforce show their less interest in
these types of training and development programs, therefore creates a challenge for human
resource management to maintain harmony and peace in working environment of the business
firm. In regards to chosen service sector, managers and leaders introduces various training and
development programs and encourages every individual to participate in those programs. This
helps in increasing productivity of the firm and by undertaking various innovative approaches
company is able to increases in market presence and well as brand loyalty of various products
and services being displayed by the company in given marketplace.
Managing Global workforce: An organisation is an inclusion of various individuals
working together having different regional culture. Sometimes, it becomes hard for managers of
the business firm to manage various regional groups working in an organisation as they have
difference in tasks and have different satisfaction level and working conditions (Sostrin, 2017).
Operational working of JW Marriott, manges various regional group working in the workforce
by taking care of their individual needs and ensure adequate motivational techniques to keep
their performance boosted, which ultimately contributes towards effective working of the
business firm.
Emerging trends in HRM
With a believe that a business organisation has to face various issues in implementing
various business plans and strategies. Managers and leaders of various business organisation
adopts innovation as a technique to overcome these issues and make a better path toward
attainment of respective goals and objectives of the operational firm (Cheng and et. al., 2020). In
context to chosen organisation i.e. JW Marriott, concerned authorities of hospitality firm,
undertakes various innovative approaches to grasp all trending demand of customers in given
marketplace of the company and also ensure effective utilisation of valuable resources of the
workforce. Emerging trends in HRM are as follows:
Use of Artificial intelligence in Recruitment: As discussed above in heading of various
challenges faced by HRM in recruitment and selection activities of the firm. This section
highlights use of innovative techniques of AI for conducting various recruitment activities of the

company. In regards to chosen firm, it helps in cost cutting techniques, saves time as a resource
and also provides quality of recruitment process in the business firm.
Data Analytics: By using of data, various decision are being made in various business
firms. It helps in effective decision making of the firm and also avoids wastages of valuable
resources of the workforce. In relation with chosen firm, managers of the firm makes use of data
analysis in formulating respective key decision in the operational firm.
Employee Experience platforms: It is a campaign organised with coordination of
various companies management. In this various experienced or talented employees delivers
lecture on their employment journey by pointing out various challenges and ways to overcome
such challenges. It helps in providing professional guidance to various new employees and boost
their efforts for providing their best of ability towards completion of organisational goals.
Performance management: Operational management of chosen firm uses effective
performance management techniques in order to keep the working environment of the firm
boosted and attain professionalism of work being produced in an organisation.
Feedbacks: By collection of regular feedbacks from various employee working in the
company, HRM of a business firm is able to work effectively. With addition to that, it also helps
in modification of plans and strategies of the workforce as per any changes in requirements or in
external environment of the business firm.
Design and develop a job description and a person specification from the range of management
positions within the hospitality industry
Job description refers to detail related to job role and organisation for which candidates
will apply. It is very helpful for organisation to frame a job description because it can help
company to get an edge over their competitive organisation. By framing a proper job description
organisation will be able to attract more talented and potential employees because it will provide
a better knowledge about the organisation and the work they are going to perform in the
organisation (Pandita and Ray, 2018). Job description also help organisation in framing a proper
picture of skills required in the candidate and thus they will be able to evaluate candidates on that
basis. For developing job description J.W. Marriott need to identify details of work for which
candidates are required to be hired and thus frame role and responsibilities of those role on the
basis of these details. Thus organisation will be able to scale the ability of candidates on the basis
of that detail (Coleman and Stern, 2018). Also developing job description will help organisation

in maintaining job related risks and errors which include selection of wrong candidate or
selection of incapable candidate. There are various key points that can be included in job
description which are mentioned below:-
 Name of the function or role in organisation
 Line of work description
 List of responsibilities and obligation
 Qualification
 Ability required
 legal document, certificates and written record
 individual description
 activity surroundings
 Employment status
Job description as well assist the Human Resource division and the recruitment team
which are extrinsic to employ and choose extremely competent and trained candidates towards
the organisation and also help J.W. Marriott in gaining uttermost direction and curiosity of
candidates for their job role. Job description play very important role in selection procedure as it
well help organisation in providing specific role to selected candidates which will be in the scope
of his ability. Thus it can be concluded that job description will help organisation in placing right
individual at the correct job and at the accurate and proper time.
In J.W. Marriott there is need of Marketing and sales manager for which job description is
developed and given below:
JOB DESCRIPTION
Job role : Marketing and sales manager
Reporting to: Director of organisation
Job description: To intensify and raise the level of marketing of products in organisation and
to produce a well defined marketing channel which can help organisation to acquire new
customer base.
Roles and responsibilities:
 Determine and find out the need of the customer
 Communicating the subject matter precisely to the customer so that they can understand
the product properly

 Frame advanced strategies for marketing and sales
 Give the answer of the doubts and queries of clients
 Inducing confidence into organisation
 Identify the risk and uncertainty factors
 Need to frame pricing strategies for the organisation and the targeted product Attend the meetings with board of directors
Qualifications:
 Bachelors degree required in commerce or in management field
 Post graduation degree in marketing and sales specification (MBA/PGDM)
 Minimum six years of experience required in the marketing and sales domain
 Specialized user managing skills and talent needed
 Examine and intensify the interpersonal and soft skills of employees working in the
marketing and sales division
 Knowledgeable of surroundings market and know what approach and product will work
in targeted market.
 Knowledgable of Risk managing strategy
PERSONAL DESCRIPTION
Important Ability:
 candidate should know multi-tasking
 Attainment of ability in encouraging the activities related to marketing and sales
 Team worker and coordination skills
 Good two way communicating as well as interpersonal skills
 Leadership skills
 Should know how to manage and influence team
 Good motivator conflict management skills and know how to sort complex matters
Requisite Ability:
 Need to be calm and composed
 Knowledge of human exposure and know how to maintain people

 Full of confidence
 Should be of dynamic nature and should understand different situations
Synthesise and conceptualise the process of Performance Management within the hospitality
industry to assist organisations to minimise staff turnover, identify training needs and
enhance promotions.
Performance management is known as a continuous process where both employees of the
company and the organisation can give feedback to each other. They will give and receive
feedback to improve the mistake done from both end and thus will help organisation or
employees to improve in future times. As per the recent report there are only few employees who
are able to sustain and thrive in the organisation and for this purpose performance management is
very important (Kuy and Romero, 2017). Also as per report there are high chances that people
with high performance management are able to thrive and succeed in their respective
organisation. From the above fact it can be thus conclude that rest of the employees working in
their respective organisation have chances and scope of growth in long term and thus
performance management is very important to manage and increase productivity of thy
employees (Pakaya, Ibrahim and Sin, 2019). Some of the main reason which have created this
situation for the employees are lack of motivation, lack of proper leadership, lack of availability
of proper work culture etc. Taking all these things into consideration the need of performance
management process in Marriott is very critical. The process of performance management plan
are listed and elaborated below:-
 Planning:- Planning refers to thinking in advance what to do, how to do when to do and
how organisation can make best from the plan. The performance management is start
with a planning stage where a proper strategy is made related to performance
management so that they can utilise the plan for the best of Marriott. It includes three
stages which are defining stage where the performance management and its strategies
will be defined and how it can be implemented on the organisation. Secondly it will
include feedback stage where feedback is given and received by both employees and
organisation to each other so that they can understand their mistake from that (Kuzey and
Uyar, 2017). Thirdly it will include the approval stage which will include approval of

feedback given by management and employees and thus the plan can be implemented in
the organisation.
 Coaching :- Coaching refers to teaching regarding the mistakes counted by the
employees and management of Marriott so that they can learn how to perform their job
with best efficiency. This will include organising meeting on timely basis, provide
necessary training, coaching and solutions, tap feedback from both sides and revisiting
objectives when necessary. By doing this activity organisation can implement coaching
efficiently and effectively and thus helping organisation to eliminate all rooms of mistake
and error.
 Reviewing:- This step of the process involves reviewing employee performance,
reviewing the process of performance management, reviewing goal competition fully and
providing a feedback that is actionable. The objective of this step is to understand the
working of employees and what quality of job they are performing and also to understand
what changes they can make in their work. Also this step will review the actionable
feedbacks which can help J.W. Marriott to eliminate mistake and thrive in the market.
There can be various question asked to review these things which includes that were
personnel and organisation objective meet at some point or is employees are working in
the same direction of objective of organisation.
 Action:- action refers to implementing and executing the above mentioned findings in the
organisation so that the change organisation want and need can be addressed and thus
organisation is able to sustain and thrive in the market. This step will include reward and
recognition which will be based on performance management report so that employees
can get motivated by the recognition and rewards. Secondly this step will also include
setting a stage for the next year performance management plan so that J.W. Marriott can
make a strategic plan for the employees for next year.
Performance management can help organisation in various aspects and challenges related
to workforce management which is discussed below:
 Minimising staff turnover:- Staff turnover refers when employees of the organisation
leave the organisation in very small span of time. Performance management will provide
a path way to organisation so that they can understand what is the problems and
challenges faced by employees because of which employees have to leave the J.W.

Marriott (Lee and Tang, 2018). The problem can be either related to conflict in the
organisation or due to bad working environment in the organisation. By the help of
performance management organisation is able to understand the problem and hence able
to amend the necessary requirement.
 Identifying needs of training to employees:- Performance management will also help
the organisation to understand where the employees are lagging behind and what else can
organisation implement to train their employees so that they can work with their full
capabilities and hence can achieve high productivity in their work. Also by providing
proper training to employees, J.W. Marriott can reduce and eliminate chances of error
and mistakes from the organisation.
 Enhance productivity:- It can also help organisation in enhancing their employees
productivity and thus J.W. Marriott will be able to sustain and thrive in the targeted
market. High productivity can only be achieved when organisation is able to understand
the key root behind lack of productivity and hence able to cope up with the problem. Also
when organisation is able to attain the proper productivity then the targeted goal by
organisation will be achieved efficiently and effectively.
 Reducing errors and duplicate work:- Performance management can also help
organisation in reducing errors and overlapping from the organisation such that the
organisation can move in specific goal with zero mistake and b6thus able to thrive in the
targeted market.
Critically analyse and revise two existing HR policies and practices from your organisation and
communicate to all employees.
Two existing Policies for Human resource management are critically elaborated below:
 Recruitment and Selection:- Recruitment refers to attracting talented individual for the
specific job role in the organisation and analysing their key skills. The recruitment
process will help organisation in understanding the need of job and thus attracting right
individual for the role. Thus it can be concluded that recruitment refers to attracting right
candidate for the right job role at the right period of time. While selecting involves huge
process which helps J.W. Marriott to filter the right candidate for the job role (Marion
and Louahlia, 2017). By selecting process organisation will able to select the candidate
that can work with their full productivity in the organisation and hence add values to

organisational goal. Selecting involves interview and screening which can be done in
various ways. Steps of recruiting and selecting process is listed below:-
1. Define requirements:- This process will involve two steps which include job description
and job specification. In Job description stage, job related description such as work
culture, timing of work, salary and other office related description will be provided to
interested candidates whereas job specification will include providing details related to
job role and work that candidate need to perform for the office. These details can be
mentioned on the job portal from where they are referring the job or can be provided to
candidates through third party.
2. Attracting potential employees:- This step involves attracting and inviting potential
employees for the company and talented individuals for interview process so that
organisation is able to select best individuals for the J.W. Marriott. This include
advertising for the job role.
3. Select right people:- This step is the last step where recruited candidates will be
evaluated on the basis of their ability to work. The process will include face to face
interview so that individual can be evaluated on the basis of their interview as well as it
will also be based on their written ability test so that their mental ability on different
topics can be evaluated.
 Training & Development:- Training and development is a process which will help
employees in enhancing their skills by providing them proper insights for the role they
are applying for. By proper training and development organisation will able to eliminated
chances of mistake and error from the working of employees and hence able to make
employees achieving their targeted work on time. The target of this plan of action is to
depict work-related or any project which is related to strain and determined a corporate
formulation to the governance of stress in the administration. Training and development
also help in stress management and reduction of work based burden. This practise will be
performed prior to recruitment and selection process as all those candidates who are
selected for the job role will be provided basic knowledge about the office working
culture and the job role they are going to perform for the organisation. Training is not
very vast in its scope as compare to development as training is small time span process
where as development is long lasting process (Ouedraogo and Ouakouak, 2018). Training

involves only providing basic knowledge to individuals about work life where as
development involves providing enough opportunity to individual so that they can
perform with their best productivity in the organisation and thus able to garb enough
skills for their overall development. There are various training techniques and methods
which are elaborated below:-
1. Technical Training:- Technical training refers to providing training to employees related
to technical aspects so that they can understand the technical working and thus able to
reduce any loss and technical error in the organisation. J.W. Marriott uses advance
technologies that is why it is necessary for them to train their new recruits.
2. Quality training:- These are basically for the industries which deal in physically produce
product. Quality training refers to providing training to employees so that they can
maintain quality of the products and thus organisation will be able to thrive.
3. Skills training:- This will include training related to skills which will be required for the
job of the company. Skills required in J.W. Marriott will be related to hotel management
which also includes restaurant and bar management as well as management of food
quality in hotel. Services provided in hotel will also be included in skills that is why
training for them will also be provided.
4. Soft skills:- Soft skills include communication skills and conflict management skill
which is important for employee for managing work environment.
5. Team training:- This includes training related to coordination and cooperation in the
team. So that individual which is new to the company's environment will able to work
with team and thus able to maintain coordination and cooperation.
CONCLUSION
From the above report it can be concluded that there are various advantage of having own
human resource management for the organisation. There are many challenges faced by the
organisation while managing human resources in the organisation. The report will include these
challenges and what are the policies that organisation implement to cope up with these issues.
Also the report will include five articles on contemporary issue that will help to understand the
issues related to human resource. The report will include Job description for the hospitality
industry as well as concept and process of performance management and how will it help
organisation in coping up with various difficulties.

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