Analyzing Human Resource Management in Marriott International (HND)

This report provides a comprehensive analysis of Human Resource Management (HRM) within Marriott International, a prominent player in the hospitality industry. The report begins by introducing the core functions of HRM and then delves into a detailed examination of Marriott's practices. Task one presents a PowerPoint presentation overview. Task two focuses on job descriptions and person specifications for the Guest Service Associate role, followed by a comparative analysis of the selection processes between Marriott and Hilton Hotels. Task three assesses the contribution of training and development activities to the effective operation of Marriott, highlighting challenges like communication barriers and the importance of ongoing employee skill enhancement. The report concludes with recommendations for improvements, such as incorporating reward systems, addressing cross-cultural training needs, and promoting effective leadership styles. The assignment fulfills the requirements of a Higher National Diploma (HND) in Hospitality Management, Unit 9: Human Resource Management for Service Industries.

HUMAN RESOURCE MANAGEMENT FOR SERVICE INDUSTRIES

Table of Contents
Introduction......................................................................................................................................3
Task one: Presentation.....................................................................................................................3
Task two...........................................................................................................................................4
3.1 Discuss a job description and person specifications through examples from a hospitality
organization.....................................................................................................................................4
3.2 Compare the selection process of different service industries businesses.................................5
Task three.........................................................................................................................................8
4.1 Assess the contribution of training and development activities to the effective operation of a
selected service industry business...................................................................................................8
Conclusions & Recommendations...................................................................................................9
Reference.......................................................................................................................................10

Introduction
The prime role of human resource management is to recruit, manage and develop the workforce
of an organization. It includes strategies, analysis, procedures and other applications to enhance
a talented workforce for providing a profitable contribution towards the development and
performance of business entities in the marketplace. The assignment s focused on human
resource management, process, strategies, purpose and responsibilities of Marriott International.
It has engaged a brief discussion on the different procedures and management system of HRM of
Marriott to elaborate the significance of particular management system in this hospitality service
industry.
Task one: Presentation
With refer to powerpoint presentation

Task two
3.1 Discuss a job description and person specifications through examples from a hospitality
organization.
The job description and personal specification for the job role of Guest Service Associate for
Marriott International have been evaluated as follows:
Job Description: The Guest Service Associate is job role in the hotel, in which a candidate or
personal is responsible for a telephonic conversation with the visitors or customers in regards to
hotel reservation and cancellations duties. The person will be responsible for taken carte of
reservation charts for vacant and reserved hotel rooms and suites so that proper service can be
provided to the customers.
Person Specification: The candidate required for the particular role must be good in English,
communication skills, listening skills, motivation and negotiation skills to provide proper quality
assistance to the customers (Hughes, 2018). The candidate requires having leaning and working
experience of 2-5 years. It is necessary that the candidate also required being good in
coordination and cooperation aspects to adopt any form of situation and changes made by the
person.
The aim of the recruitment process is to seek a best possible candidate for a specific job role. The
purpose of recruitment of selection process to select a right can date for the right job at the right
tie in the right place. As per the analysis, the aim of recruitment and selection process is to
improve sustainability, consistency and creditability for recruitment of an employee for an
organization (Ashton, 2018). In addition to it, it has observed that recruitment and selection

procedure is focused over providing detailed information of job, benefits, packages and company
information in a manner to increase attention of potential candidates. It is the responsibility of
HR management also includes proper selection through engagement of different tools and
techniques. These tools and techniques are introduced to examine, the skills, talent, knowledge,
intelligence and presence of mind of a candidate (Gannon, Roper and Doherty, 2015). One of the
recruitment techniques includes online recruitment, in which HR management presences job
advertisement through social media, online websites and job portals to offer specific job roles for
an organization. The job interviews are also taken through video conferencing and telephonic
interviews for recruiting and hiring employees. On the other side, referral recruitment is another
process, in which a working employee or other organizational individual refers for candidate
names for specific job roles. Those candidates are interviews and hired for the desired position in
the entity. Internal recruitment techniques are another form of hiring employees for a specific
position (Marriott News Center. 2018).
It has observed that an employee either promoted or interviews for the other position in same
organization individual is working, the process sometimes also stated as promotes or appraisals
for another job role of a candidate. Some other sources of recruitment techniques include direct
recruitment means direct contact with a candidate via email telephonic communication to hire,
external recruitment or indirect recruitment, in which organizations give recruitment and
selection job for specific third-party organizations who are more experienced for seeking of right
candidate for a job role (Hotelmanagement.net. 2018).

3.2 Compare the selection process of different service industries businesses.
The recruitment and selection process is applied as per the recruitment and candidates for
specified job roles. It was observed that higher the position of vacant in an organization, the
recruitment and selection process tends to be strong and more level of investigation or
examination of candidates. It differs from one organization to another regarding the process of
recruitment and selection. Thus, difference and comparative analysis between two hospitality
industries are as flowing:
Recruitment and selection
process
Hilton Hotel Marriott International
Advertisement Hilton usually provides job
advertisement through its
online websites and other job
portals
Marriott provides an
advertisement for the job roles
in online websites, social
media platforms and other
third-party job portals
(Business.linkedin.com.
2018).
Categorizing There is no categorizing
system while the selection
process is carried on in by HR
management
Applied resumes are
categorized on the basis of
definite, marginal and
unsuitable candidates.
Interview process After application of
candidates, the selected
resume of candidates are
After candidates make online
applications, selected resumes
are contacted after 7 days for

contacted and called for
interviews. There are basically
two different interview rounds
that are executed for the can
date applied and selected for
the job (Fortune. 2018).
an interview session with HR
managers of the Hotels.
Confirmation and contact The confirmed candidates are
called off via email process
offer system or via telephonic
commutation to join the firm
for briefing and training
sessions
The candidates are contacted
via email and personal mail
IDs and provided a joining
fate after a few days. Then
training and briefing sessions
are inducted by the hotel for
its new candidates.
Joining and documentation After the training period letter
of confirmation and other
documents are provided hard
and soft copies to the
candidates.
After confirmation
documentation is collocated to
the candidates via sot copies
and later on hard copies are
distributed.
In case of Marriott International and Hilton Holes, most of the recruitment processes are similar.
However, Marriott International has enhanced the recruitment and selection by shifting it
towards social media platforms. The development of social media platforms for recruitment and

selection has been increasingly better options to search for best possible candidates for specified
job roles in different Hotels operating in the industry (Sheehan, Grant and Garavan, 2018).
Task three
4.1 Assess the contribution of training and development activities to the effective operation
of a selected service industry business
The training and development sessions in Marriott International faces one issue related o
increase performance and skills of employees. It has observed that the company has been
recently facing issues with communication barriers, as there has been a lack of proper flow of
information due to language barriers faced by employees of the company. As per the assessment,
another barrier that has been usually faced by the hotel is resistance to change, in which there is
an issue with the adaptability of changes in organizational structure and cross-culture
employment that has also affected issues of communication in the organization (Nieves and
Quintana, 2018). In addition to it, poor direction and leadership skills also result in a poor form
of training sessions conducted in hotels. It has observed that managers with low leadership
qualities unable to motivate and direct employees towards generating new skills, adapting new
culture and focusing on changed goals and objectives as well as task structuring. Training and
development attitude of Marriott International is, it believes in the day to day updates and change
in the skills and talents of employees so that improvement and development of employees remain
constant (Tang et al.2018). As per the training and development program, about 15 minutes of
training is conducted for each day to address and increase skills and knowledge areas of
employees. For non-management employees training programs are allocated called gateways for

developing skills and learning of employees in personal relations, information technologies,
finance and HR department itself (Hotelmanagement.net. 2018).
Marriott International major objective is to provide the best accommodation, luxury living
quality food and beverages for the guests and visitors from all around the world. The objective of
the hotel is to meet the satisfaction level for guests and visitors by providing more quality
assistance and services. On the other side, Marriott International has been introduced innovation
and creativity by interdicting interactive display systems, through which the guest will be able to
explore other facilities which can be enjoyed through touch screened availed to their specified
accommodation space. There are aesthetical systems and other digital technology development
made for increasing the experiences of customers in the hotel (Fortune. 2018).
Conclusions & Recommendations
The assignment s based on critical analyses over the roles, responsibilities, purpose, importance
and significance of human resource management in hotel and service industry. With reference to
Marriott International, the assignment has made a brief explanation of the recruitment and
selection process, training process, human resource planning employee relations and employee’s
laws which are considered for HR management.
Marriott International can include more reward and appraisal systems for increasing performance
of the employees in the organisation. It can enhance the focus and interest of employees to
develop their contribution and results for organisational profitability. Training sessions can be
developed related to adaptability process of cross-cultural diversity, which can enhance the
communication process of employees within the workplace. The HR management of Marriott
International can apply more leadership styles to motivate employees and provide them practical

and on the job training for understanding the tactics of specific tasks can be done more
effectively.

Reference
Ashton, A.S., 2018. How human resources management best practice influence employee
satisfaction and job retention in the Thai hotel industry. Journal of Human Resources in
Hospitality & Tourism, 17(2), pp.175-199.
Business.linkedin.com. (2018). Marriott International Shares Its Secret To Driving Employee
Engagement. [online] Available at: https://business.linkedin.com/talent-solutions/blog/employee-
engagement/2015/marriott-international-shares-its-secrets-to-driving-employee-engagement
[Accessed 27 Nov. 2018].
Fortune. (2018). Why employees love staying at Marriott. [online] Available at:
http://fortune.com/2015/03/05/employees-loyalty-marriott/ [Accessed 27 Nov. 2018].
Gannon, J.M., Roper, A. and Doherty, L., 2015. Strategic human resource management: Insights
from the international hotel industry. International Journal of Hospitality Management, 47,
pp.65-75.
Hotelmanagement.net. (2018). HR: Marriott employee training and development program |
Hotel Management. [online] Available at:
https://www.hotelmanagement.net/human-resources/hr-marriott-employee-training-and-
development-program [Accessed 27 Nov. 2018].
Hughes, J.C., 2018. The changing tourism and hospitality context: implications for human
resource management in an age of disruption and growth. Handbook of Human Resource
Management in the Tourism and Hospitality Industries, p.40.