Marriott Hotel: Analyzing Employee Engagement Challenges and Solutions

This report provides an in-depth analysis of employee engagement challenges faced by Marriott Hotel, a leading international hospitality organization. It identifies key issues such as poor employer-employee relations, lack of employee interest, resistance to change, and ineffective management structures. The report delves into the impact of these issues on the company's performance and customer satisfaction. It further explores potential solutions, including workshops, improved policies, clear communication, and talent development programs. The report highlights the importance of a well-defined mission, respect for customer values, and effective strategies to address market risks and competition. The ultimate goal is to improve employee engagement, foster a talented workforce, and enhance Marriott's overall brand image and operational effectiveness. The report also considers the importance of learning from successful companies like Hilton in order to stay competitive in the hospitality industry.

INTERNATIONAL HOTEL
MANAGEMENT

TABLE OF CONTENTS
Task 1...............................................................................................................................................3
Task 2...............................................................................................................................................3
Task 3...............................................................................................................................................6
Task 4...............................................................................................................................................7
References........................................................................................................................................9

Task 1
Marriott Hotel is an American Multinational diversified hospitality organization which
posses’ wide portfolio of hotels and associated lodging facilities. It is headquartered in Bethesda,
U.S. and offers it’s hospitality services worldwide. It has a strong global presence in the
hospitality sector due to it’s high standard quality and product portfolio. It operates it’s business
in 131 countries through its franchises, so it has ranked 33 on Fortune's top 100 best companies
to work for". Hotels and resorts are the major product of the Marriott which offers to the
customer accordingly their budget. The main goal of the organization is to create heartfelt
experience for the customers and generate profitable opportunities for the staff members etc.
automatically impact on the community positively (Kang and Sung, 2017). The main objective
of the organization is to develop a loyal brand positioning in the hospitality industry that attracts
customers towards the company to buy services. But from the past few years, Marriott faces
numerous issues while running it’s business at international level. For example, it is lacking
behind talented staff at the workplace that degrade quality of working in the company. While
remaining staff resist to adapt to change as per the market demands that brings dissatisfaction in
customers for the product and services as well as unable to take competitive advantage at season
time. In other words, Marriott's condition is becoming worse in terms of employees. This issue
has taken place in the company because HR management is not focusing on staff issues, personal
development and their wellbeing as a result of declining employee engagement initiative.
Task 2
Marriott hotel is a big hospitality organisation, so that top-level management of this
organisation has always required to deal with different issues relating to different factors.
According to Henselek, (2018) an organisation faces issues according to its own size. For
example; a company or business has large-sized operations, so that existing management within
these businesses has always required to make appropriate strategies for systematically dealing
with these all organisational issues. Currently employee engagement and developing a talented
workforce are key factors to the Marriott hotel, so that upper management of this hotel
responsible to get positively affected by these factors in its business environment. In the series of

issue of employment, there are poor relations between employer and employee is the key issue,
so that upper management at Marriott need to take quick actions towards maintaining effective
relations between different employees. It is very essential task to the company’s upper
management, because effective employee relations mostly promote employee engagement in the
workplace.
On the basis Yusoff and e.al. (2018) of there are Hilton hotel has very excellent employee
engagement, so that existing management of Marriot hotel should be maintained effective
employee engagement. Basically, when top-level management of a company maintains proper
engagement of employee, then it will be able to positively affect to its different employees. In
these issues, there are lack of interest also is a big issue which mostly negatively affect to the
employee engagement aspect of Marriott. Generally, the management of a company or venture
has always required to take interest in improving employee engagement. In this situation, upper
management of Marriott hotel is fully responsible to take interest in the improvement of
engagement of employees. While improving this engagement, existing management of hotel has
required to consider development of a talented workforce. However, employee engagement is
fully interrelating with the talented workforce.
As illustrated by Tian (2016) when any company maintains very productive engagement
of employee, then it can simply gain an effective talented workforce. Basically, this engagement
of company motivates to different employees for working hard in their respective workplace, so
that these employees takes various steps towards developing their existing talent, skills and
competencies, at the end, company indirectly able developing a talented workforce. There are
top-level management of Marriott of hotel should be considered these all factors in very specific
manner to develop an effective and talent workforce. By considering these all mentioned factors,
this company will be able to remove various issues also from its workplace. Currently the Green
Park Hotel is facing this issue of lack of interest. Reason is, upper management of this hotel
many times not shows its interest in improving the employee engagement. In this situation, upper
management of Marriott Hotel should take full interest in maintaining an effective engagement
of employee.
According to Goryushkina and et.al. (2016) most companies or businesses within in this
dynamic world tries to remove different issues from their workplace, but only few companies are

able to successfully remove these issues, because these few businesses follow the proper way to
channel and strategies in their daily operations. That’s why upper management of Marriot hotel
has also required to adopt and use various productive strategies for successfully removing these
issues. There are using poor strategies for improving employee engagement is another key issue
that existing management Marriot should remove from its workplace. On the other side, top-level
management of Marriott responsible to provide various specific training and development
sessions, because after participating in these training and development sessions its employees
can simply develop their talent and skills, and when employees become talented, then this hotel
can simply gain a talented workforce in the workplace.
As illustrated by Singh and et.al. (2016) every hospitality business in the UK should be
learnt from the Hilton hotel, because this hotel is highly succeeded in maintaining employee
engagement in very effective manner. Of course, this is the main reason that, Hilton hotel is
giving very tough competitions to Marriott hotel in the UK’s hospitality industry. In this
situation, upper management at Marriott should be taken quick action towards more and develop
its different business strategies to simply deal the highly competitive market. The Administration
at Marriott need to take quick actions towards maintaining effective employee engagement.
There are this hotel needs to be focused on developing a talented workforce as well. It is very
necessary to company for removing various issues from the workplace. At the end, this hotel
business will be able to develop it’s all over performance by having an effective talented
employee. The administration of Marriott should avoid to manage business environment as the
Green part hotel, because his green park hotel has not much effective employee engagement. On
the other side, this hotel business is not able to gain an effective talented workforce as well.
Reason is, upper management of this hotel business not takes much interest in providing
appropriate training and development sessions to employees.
On the basis of Henselek, (2018) the sessions of training and development always
positively affect to the employees of a company. Basically, employees feel valued by the
company, when its upper management has provided them the appropriate training and
development sessions. This method of sessions is one of the best ways to different companies or
businesses for increasing the levels of talent in existing employees. There are top-level
management of Marriott should try to remove those all issues from its workplace which can

negatively affect tits business operations. The management should try to maintain an ethicalness
within its entire workplace, because an ethical workplace always motivates to different
employees for putting their great efforts in the workplace. Top-level management at Marriott
hotel should understand one basic thing that, there are well-developed communication skill also
plays very excellent role in the term of improving the employee engagement in the workplace.
Basically, well-developed communication skills will support to upper management of this
company for effectively interacting with different employees. By interacting with employees in
effective manner, this Marriott hotel will be able to remove different issues from the workplace
as well.
Task 3
There has to be a clear mission who needs to be present in an organization so that it is
easier for them to be able to operate effectively and get a competitive advantage. There are a lot
of changes which are coming in hospitality industry and they have to be well maintained so that
the satisfaction of the customers is going to be present for a longer run. The customers have
standards of living which is why they approach Marriott hotel because they follow the standards
of the hotel which is going to make the experience of the organization effective. The objectives
and goals have to be achieved on time otherwise the satisfaction of the customers is not going to
be improved for a long run. The culture and values of the customers have to be maintained and
respected in the organization in order to make the customers feel comfortable. There are a lot of
risks which are present in the market and they have to be well maintained and planned after
analyzing the market so that the company can have better operations and profitability (Amos,
2018). Planning and understanding the situation is very essential before any measures are taken
so that there would be a better analyses which can be taken out and the company can maintain
their reputation in the market. The human resource should have a good understanding with the
employees and the customers so that they can build a bridge between the functioning which is
going to be very helpful for a long run in the market.
The employees have to be well motivated so that the changes in the organization can
come in effectively. There has to be personal advantage as well which must be given to the
employees from Marriott as well which is being done. There is a healthy environment which is

being provided and good bonding time with the other departments so that the company can
operate effectively. The changes to come in the hotel effectively it are very important for training
and development which is being provided by the organization so that there would be better
standards. There is a quality and standard which will have to be maintained in the organization
so that there would be higher satisfaction (Jermsittiparsert, Namdej and Sriyakul, 2019). There
must be a good sense of direction which must be present in the organization so that there would
be good functioning and performance in the competitive market. The competition in the market
is increasing which will have to be analysed and planned accordingly so that there would be a
good functioning. There are a lot of strategies which are present in the market but the best shall
be applied in the market so that there would be a better experience of the customers and they can
remain to be loyal with the company. There is a well-developed ethic which is being followed in
the organization which is making the company have a good brand image.
Task 4
The overall research conducted in the proposal above clearly indicates that there are a series
of issues that currently exist in the Marriott Hotel regarding employee engagement and personnel
development. These were prominently identified as faulty employer employee relations,
resistance from employees, ineffective structure and management etc. Based on this, there are
following suggestions that can be made for the organisation:
 Marriott Hotel can engage in organising workshops and team activities where employers
i.e. managers also engage with the employees and rather than sharing a formal bond, they
can interact as friends. This will help them in knowing each other and hence improve the
existing relations.
 Working on the improvement of existing policies and practices that are implemented for
the employees of Marriott Hotel will be another critical strategy in gaining cooperation
and support from the employees. The hotel can be made a better place to work by
integrating technological upgrade and flexibility in working constraints.
 The third major solution that can be recommended is that there should be a proper chain
in command i.e. every employee should know who their immediate boss is and who are
the bosses boss. This will simplify the communication and increase the clarity regarding
different issues that employees at Marriott Hotel face.

It can be evidently concluded that the implementation of all these solutions or
recommendations will ultimately help in significantly resolving some of the most critical and
redundant barriers or issues that are presently arising in Marriott Hotel towards employee
engagement and retention.

References
Amos, G. J., 2018. Researching corporate social responsibility in developing-countries
context. International Journal of Law and Management.
Books & Journals
Goryushkina, and et.al., 2016. Marketing management in the sphere of hotel and tourist
services. International Review of Management and Marketing. 6(6S).
Henselek, H. F., 2018. Hotelmanagement: Planung und Kontrolle. Walter de Gruyter GmbH &
Co KG.
Jermsittiparsert, K., Namdej, P. and Sriyakul, T., 2019. Impact of quality management
techniques and system effectiveness on the green supply chain management
practices. International Journal of Supply Chain Management. 8(3). pp.120-130.
Kang, M. and Sung, M., 2017. How symmetrical employee communication leads to employee
engagement and positive employee communication behaviors. Journal of
Communication Management.
Singh, S., and et.al., 2016. Development of Hotel Management Information
System. International Journal of Engineering Science. 7793.
Tian, S., 2016, April. Study on the Development Trend of Hotel management under Information
Age. In International Conference on Education, Management and Computing
Technology. (ICEMCT-16). Atlantis Press.
Yusoff, Y. M., and e.al., 2018. Linking green human resource management practices to
environmental performance in hotel industry. Global Business Review,
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