HND Hospitality: Human Resource Management Report on Marriott Hotel

This report provides a comprehensive analysis of Human Resource Management (HRM) within the context of the service industry, specifically focusing on the Marriott hotel chain. It begins with an introduction to HRM, highlighting its significance in service-oriented organizations. The report then delves i...Read More

Human Resource Management
for Service Industries

Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
Covered in PPT............................................................................................................................1
TASK 2............................................................................................................................................1
Covered in PPT............................................................................................................................1
TASK 3............................................................................................................................................1
3.1 Job description and person’s specifications...........................................................................1
3.2 Selection process of different service sector industries: British Airways and Marriott hotel
......................................................................................................................................................4
TASK 4............................................................................................................................................5
4.1 Assess the contribution of training and development in Marriott..........................................5
REFERENCES................................................................................................................................8
.........................................................................................................................................................8
.........................................................................................................................................................9

INTRODUCTION
Human resource management refers to the process of managing, hiring and overall
development of the staff members of an organisation. It involves training, orientation sessions,
planning etc. No organisation can work without human resource or workforce especially in
service sector as this sectors works on idea of providing services to its customers and gain
satisfactory feedback from them for same (Alfes and et. al., 2013). This report is based on
Marriott hotel which is a chain of hotels and resorts located worldwide. Marriott has been
rewarded by Forbes award for its excellency in services. This report analyses the purpose of
HRM and also provides a plan by which demand and supply are controlled. Also, analysis of
employment relations is done in this report. This report provides the basic selection procedure
for Marriott and also compares the same with some other business concern of same industry like
British Airways.
TASK 1
Covered in PPT
TASK 2
Covered in PPT
TASK 3
3.1 Job description and person’s specifications
Job description
JOB VACANCY
Vacant Position: Assistant Executive Housekeeper and Laundry Managers
Department: Housekeeping
Description: There is job vacancy in Marriott hotel which is largest chain of hotel in world. It is a
multinational hospitality company, founded by J. Willard in 1921. its headquarter is in Bethesda
and Maryland. It is magnificent serving hotel industry worldwide. This company mainly deals in
world-class hotels and resorts. This institution invites you to be most valuable part of its
organisation which is a glorious opportunity for all eligible candidates to build their career.
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Qualification Required
 Graduate from any recognized university
 Ability to do work in team environment
 Flexibility to adapt new and extreme situations
 Fluent in English reading and writing
 Valid passport holder
Salary: as per your norms
Experience Required: Consumer serving experience holder and candidates within hospitality
industry will be given first priority.
All eligible candidates can apply for job post by sending their resume on mail id.
Www.marriotthotels.com After looking resumes interviews will scheduled.
Person specification
Job Details
Post: Assistant executive housekeeper and laundry managers
Department: Housekeeping
Job Purpose
 Ensure of cleanliness and assure working area is properly clean when finished
 Develop effective working environment and relationships with all other department to
ensure strong communication.
 Perform Effective training and counseling to housekeeping members.
 Knowledge of Marriott hotel policies which are applicable to housekeeping.
 Ensure security of hotel property and guests
Roles & Responsibilities
 Effective communicator with high professional standards
 Responsibility for having effective and proper management of servicing, cleaning of
guest rooms.
 Proper cleaning and maintaining of lobbies and restrooms.
 Must ensure furnitures, mirrors, floors, doors, elevators are mark free
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 Make sure to check all supplies that includes toilet paper, towels, soaps in wash
rooms
 Response to request to guest and make surfaces clean.
CV
Curriculum Vitae
Name:
Address:
e-mail id:
Contact No.:
Objectives:
To seek effective challenges and deliver extensive service to guest efficient communication
skills and confident personality. Manage safety and security of hotel properties. Ability to
perform work in a team and remain calm in tensed situations.
Academic Qualification:
 Masters in Mass communication
 Master’s in Business and administration
Experience:
Five years of experience in hospitality industry as house keeper member in Australia and UK
PROFESSIONAL BRIFE:
In a carrier of spanning more than four years, I have effective opportunity to handle
diverse population with wide spectrum. Which includes activities related to Housekeeping of
few renowned and known organisation. It covers the field of handling staff members, providing
training to newly joined members, providing effective securities measures to both guest and
members.
Skills and abilities
 Ability to communicate in an efficient manner to diverse population
 Highly dedicated and disciplined with more than three years of working experience in
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hospitality industries.
 Respond effectively and quickly to requests of guest for cleaning and supplies
 Inspection of rooms after check-out and assist new housekeeping individual
 Ability to create healthy working environment and maintains smooth communication
with colleagues which promotes trust and team work.
DECLARATION:
I hereby declare that all the information given above is correct and up to my
knowledge and certificates issued by recognized board/university.
3.2 Selection process of different service sector industries: British Airways and Marriott hotel
Candidates who have high passion for work and are highly excellent in their
communication skills are hired in both organisations as they have a brand image and serve
customers all over the world. However, the recruitment will be different for both depending on
their job role.
 Marriott has many options in current state for its eligibility criteria like on desk
operations, chef assistants and housekeeping, British Airways is only hiring for flight
attendants due to which many candidates are out of race.
The application design of Marriott hotel is a formal documents attached with its brochure
whereas British Airways has an innovative and well-designed form including interactive videos
and pictures (Renwick, Redman and Maguire, 2013).
 British Airways uses online mode of applying for jobs while Marriott hotel except for
online method uses campus placements as its major source. There are no psychometric
tests for Marriott which makes its procedure easier and convenient.
 The assessments concerns are very complex yet different from each other as both the
organisation are providing different services. Marriott focusses more on hospitality skills
whereas British Airways tests or assesses the candidates on the basis of verbal and spatial
reasoning along with numeric abilities.
Marriott hotel recruit’s candidates by walk-ins and campus placements and British
Airways on the other hand uses online method which is less time consuming but the process of
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psychometric tests makes it more complex and time consuming. So, it can be concluded that
recruitment process of Marriott is better.
TASK 4
4.1 Assess the contribution of training and development in Marriott
Training is a process used by an organisation in improving skills and knowledge of their
employees in accordance with a particular task assigned. In this present report, it will help
Marriott in making their workforce more effective and effective in a business environment.
Development is a continuous process aimed at improving the efficiency of existing staff
for present and future scenario.
Types of Training
(a) Quality Training
It is a type of training which is provided to employees in order to make them familiar
with non-quality products. This training generally used by an organisation who produces
products. In this context, it will help Marriott in doing a quality business which will set them
apart from their competitors in a business environment (Schermerhorn and et. al., 2014).
(b) Skill Training
It is a type of training given to employees to improve their skills and knowledge for doing
a particular job in an organisation. It is given to both new and existing employees to make an
organisation productive. In this context, it is essential for HRM department of Marriott to
provide adequate training to its employee's in accordance with their specific goals and objective
to make its staff members efficient and effective.
(c) Team Training
It is a type of training provided specifically to teams of a business entity in order to
improve their, problem solving, decision making and team development abilities (Rubery and
Urwin, 2011). In this context, it will help Marriott in improving communication among its staff
members and also in making the workforce more enjoyable.
Role and Need of Training and Development
Training and Development helps an organisation in building industry relations and in
identifying future manpower needs for an organisation. In this context, it is essential for Marriott
for removing errors and uncertain accident happens at workplace while performing a particular
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task. It is also essential for its employees to identify new appraisal techniques. The major need of
training and development is that it helps employee's in meeting its need for its continuous
growth.
Difference Between Training and Development
Basis Training Development
Meaning It is a type of training given to new
employees in order to improve their
skills and knowledge for performing a
particular task.
It is a type of training given to existing
employees for their overall development.
Aim Its main aim is to make workforce of an
organisation effective.
It's main is to prepare employees of an
organisation for future challenges.
Scope It is not wider in scope and has specific
objectives
It is broader in scope as compared to
training and have open objective
Benefit of Training and Development
Training and developments is very important for an organisation because it make an
organisation competitive in a dynamic business environment. It helps the chosen organisation
Marriott in proper utilising of its employee’s skills and also helps its employees in getting job
satisfaction (Sheehan,s 2014). It will increase flexibility and stability of an organisation in a
business market. It helps employees of an organisation in delivering their best even in a
continuously changing business environment.
CONCLUSION
As per the above report it has been concluded that human resource management plays a key
functional element in every organisation and each aspects of organisation. In hospitality service
industry human resource role is very important in order to accomplish goals and attain
objectives. Human resource managers need to know all essential employment laws which are
subjected to hospitality sector. They must understand their responsibilities and managerial goals
for organisational benefits. Human resource managers by implementing employment laws can be
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able to protect rights of their employees and generate positive thinking in mind of their workers.
It will help company to maximize their profit and productivity. For the accomplishment of
company goals employees plays most effective part for generating productivity. Therefore, it is
responsibility of every HR to provide required training measures to their workers. They need to
adopt employment laws and create safe working environment. By keeping some of these factors
in concern an employer can extract best out of their workers and get more productive
environment.
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REFERENCES
Books and References
Alfes and et. al., 2013. The link between perceived human resource management practices,
engagement and employee behaviour: a moderated mediation model. The international
journal of human resource management. 24(2). pp.330-351.
Budhwar, P. S. and Debrah, Y. A. eds., 2013. Human resource management in developing
countries. Routledge.
Chelladurai, P. and Kerwin, S., 2017. Human resource management in sport and recreation.
Human Kinetics.
Huselid, M. A. and Becker, B. E., 2011. Bridging micro and macro domains: Workforce
differentiation and strategic human resource management.
López-Nicolás, C. and Meroño-Cerdán, Á. L., 2011. Strategic knowledge management,
innovation and performance. International journal of information management. 31(6).
pp.502-509.
Marchington and et. al., 2016. Human resource management at work. Kogan Page Publishers.
Messersmith, J. G. and et. al., 2011. Unlocking the black box: exploring the link between high-
performance work systems and performance. Journal of Applied Psychology. 96(6).
pp.1105.
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.
Rubery, J. and Urwin, P., 2011. Bringing the employer back in: why social care needs a standard
employment relationship. Human Resource Management Journal. 21(2). pp.122-137.
Schermerhorn and et. al., 2014. Management: Foundations and Applications (2nd Asia-Pacific
Edition). John Wiley & Sons.
Sheehan, M., 2014. Human resource management and performance: Evidence from small and
medium-sized firms. International Small Business Journal. 32(5). pp.545-570.
Sparrow, P., Brewster, C. and Chung, C., 2016. Globalizing human resource management.
Routledge.
Storey, J., 2014. New Perspectives on Human Resource Management (Routledge Revivals).
Routledge.
Unger, J. M. and et. al., 2011. Human capital and entrepreneurial success: A meta-analytical
review. Journal of business venturing. 26(3). pp.341-358.
Welch, C. and et. al., 2011. Theorising from case studies: Towards a pluralist future for
international business research. Journal of International Business Studies. 42(5).
Online
Effectiveness of HRM practices. 2018. [Online]. Available
Through:<https://www.ukessays.com/essays/literature/human-resource-management-
and-organizational-performance.php>
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