JW Marriott: Talent Strategies to Attract and Retain Employees

This report provides a comprehensive case study of JW Marriott Hotels, a luxury brand in the hospitality industry. It examines the company's talent strategies, focusing on employee attraction and retention within the service sector. The report defines hard and soft skills essential for JW Marriott employees, emphasizing leadership and management skill development. It explores topics such as leadership styles, organizational change, and the implementation of effective strategies for customer satisfaction and employee motivation. The analysis includes discussions on skill requirements for the future, achievement of management and leadership goals, and the importance of adapting to change within the organization. The report also includes a review of Kotter's eight-step model and provides a detailed overview of the essential skills, including emotional intelligence, teamwork, customer service, and innovation. Finally, it highlights the significance of continuous improvement in business approaches, training programs, and development of employees.

WHAT TALENT STRATEGIES DO THE BEST
COMPANIES IN THE SERVICE SECTOR USE TO
ATTRACT AND RETAIN PEOPLE

Executive Summary
This report study will discuss all the aspects and business approaches of JW Marriott. This
hotel is a renowned 5-star hospitality industry. The introduction is based on the company
background and business operational strategies. Definition of hard and soft skills are
discussed in the below parts of this report study for better understanding of objectives for JW
Marriott. The productive skills of leadership and management categories are developed based
on business conducting approaches and analysis measures. Kotter's eight-step model is also
described for in-depth knowledge of organizational planning and procedures for JW Marriott.
2

Table of Contents
Introduction..............................................................................................................................................4
Discussions..............................................................................................................................................4
Definition of skill of JW Marriott........................................................................................................4
Explanation of soft skills from this industry........................................................................................5
Explanation of hard skills from this industry.......................................................................................6
Development for the skills of leadership.............................................................................................6
Development for the skills of management.........................................................................................7
Management and leadership skill requirements for future..................................................................8
Achievement of management and skills of leadership........................................................................9
Definition of change..........................................................................................................................10
Definition of change in organization.................................................................................................10
Category of change in organization...................................................................................................11
Discussion of model for process change............................................................................................11
Relevant style of leadership with the best matching..........................................................................12
Management of effective development and category of change.......................................................12
Effective approaches to the style of leadership..................................................................................13
Management of the effective approaches..........................................................................................13
Conclusion.............................................................................................................................................14
Reference List........................................................................................................................................15
Appendices.............................................................................................................................................18
3

Introduction
This report is discussed on the entire case study of JW Marriott Hotels. It is a luxury brand of
hotel chains headquartered in the USA. Different strategies of talent and management styles
are observed for better explanation and understanding purposes. This hotel has also the entire
range of different category of hospitality industry. The various categories of leadership and
the management skills are well-developed for this organization. This hotel is a renowned 5-
star hotel chain and offers the best class of luxury and amenities. In the year of 2015, JW
Marriott acquired the Delta Hotels, which is a Canadian luxury brand of hotel chain group.
Thus, different strategies are described in this report study for better explanation and
understanding of JW Marriott. Customer satisfaction and style of retention categories are
most improved strategies of this hotel chain group. The report of 2017 claims that JW
Marriott has the average strength of 1,75,000 employees. The employees are highly skilled
without any discriminations of race, color, gender or social status and so on. Thus, this report
study describes the necessary categories and theory for understanding of the clear objectives
of JW Marriott different categories of soft skills and hard skills necessary.
Discussions
Definition of skill of JW Marriott
Skill is defined as the level of expertise for any employee of the JW Marriott. It also develops
the performance of daily work activities such as improved customer services and developed
levels of satisfaction for employees. Hence, skill is defined as the characteristics of a person
who can deliver excellent work performance with well-developed motives and levels of
expertise. In JW Marriott skill definition is developed by both aspects of leadership and
management skills at the level-best efforts (Mupepi, 2017). The power of behavioural issues
of JW Marriot is also classified as functional skills.
Thus, the overall development of skills of JW Marriott is developed by characteristics of
improvements in overall operations. Also, different skills are defined by housekeeping staff
members, waiters, service boy, hotel managers and so on. JW Marriott also defines the skills
as the proper reading for the descriptions of a particular job by their valuable level of
employees at the level-best efforts. Food service, and the management of hotel premises are
classified as the functional skills of employees of JW Marriott.
4

Explanation of soft skills from this industry
There are five skills which are considered as the essential categories and soft skills for JW
Marriott. These skills are as under
● Development of intelligence for emotional aspects, where the transformation of future
development of JW Marriott is carried out by fruitful mission and vision objectives
● Developed categories of teamwork management and problem-solving with decision-
making categories at the level-best efforts
● Improvement for the management of time for solution of the given problem due to
customer dissatisfaction for a particular problem of the JW Marriott (Ibrahim et al.
2017).
● Enormous improvement for the skills of customer service and problem resolution
categories which promotes sustainable development of JW Marriott.
● Improved categories for the strategies of innovation and the implementation of the
organizational strategies at the level-best efforts.
Figure 1: The essential soft skills for industry
(Source: Self-Created)
These mentioned skills are important for achievement of organizational objectives for JW
Marriott. It can effectively prevent the rates of employee turnover and improved techniques
of employee motivation at their workplaces. Development of positive attitudes towards the
specified workplaces is also categorized as soft skills for the JW Marriott Hotels [Referred to
Appendix 1].
5
Developedstrategyforinnovations

Explanation of hard skills from this industry
The different hard skills necessary for the hospitality industry of JW Marriott are as under
● Effective management of beverages and food items for the levels of customers and
satisfaction categories
● The effective skills of interviewing the new candidates for the job openings at the JW
Marriott.
● Improvement categories for the building of new relationships and promotion of
sustainable development for the JW Marriott (Cimatti, 2016).
● The skills of technical and catering service for the customer levels and employee
management are the essential hard skills of this organization.
● Overall improvement of HRM and HRD by the operational HR manager of the JW
Marriott is the hard skill
These five essential components are developed as the hard skills of JW Marriott. Hence, the
management of this organization should promote equal productive levels among all
categories of JW Marriott which is another category of hard skills (Wisankosol and Chavez,
2016). Also, the enormous development for the powers of programmatic aspects is
developed as the levels of hard skills for JW Marriott. Thus, hard skills denote the established
standards of expertise for regular operations.
Development for the skills of leadership
Leadership skills are developed based on the continuation of business procedures and the
style of leadership approaches of JW Marriott. According to the founder of this organization,
the skills are developed based on the following
● Hiring friendly and develop the levels of technical developments of the employees of
this organization
● Growth for the compelling opportunities for the new people as well as job seekers.
● Continuous developments for excellency categories and improvement for
standardization techniques for customer service levels.
● Functional development for the increased job opportunities of persons having
disabilities. This is the most appreciated style of leadership of JW Marriott (Janeslatt
et al. 2018).
● Development for the changes in conventional business approaches and
implementation of the strategies of digital marketing aspects.
6

All these characteristics form the base of leadership skill development of JW Marriott.
According to the founder, he states that it is quite difficult for change for the conventional
business approaches. Hiring the well-skilled level of employees are the most important and
valuable assets of the JW Marriott. It is the versatile category of leadership style
Development for the skills of management
Enormous improvements for the training and development programs are the effective skills of
management for the JW Marriott. Improved techniques of R&D also develop management
skills of this organization approaches for improvement of service categories. It will
effectively achieve the mission and the vision objectives of the JW Marriott (Mumford et al.
2017). Today JW Marriott claims that approximation of 20 hours training program is
essential for the following develops the development of knowledge and areas of skill such as
business operations, Characteristics for the development of discipline categories
● Training the employees for enhanced levels of customer service and financial analysis
development
● Effective prevention of loss for both aspects of economic groups and management
analysis procedures
● Improvement techniques of IoT for actionable planning strategies and evaluation
measures.
Figure 2: Development of the discipline categories
(Source: Self-Created)
7
TrainingforemployeesforimprovedcustomerservicelevelsEffectivepreventionoflossandmanagementanalysisproceduresImprovedtechniquesofIoTforactionableplanningstrategies

Thus, these characteristics are developed for the case study of management skills of JW
Marriott. Development for the effective management of stress is another skill of the
management of JW Marriott (Green, 2017). Hence, another power is performance appraisal
measures and risk analysis with preventive measures.
Management and leadership skill requirements for future
Both the skills of management and leadership are essential for achievement of organizational
objectives of the JW Marriott. For the aspects of vision objectives, the long-term goals are
developed based on management of organizational diversity and leading to change. Both the
categories of management and leadership skills are developed on five essential
characteristics. The first step denotes the care and affection of customers as well as the
employee. Second step denotes the development of excellency levels and customer dedication
approaches (Maurer et al. 2017). Third step denotes change embracements and well-
developed innovation strategies. Integration of the productive business purposes is defined in
the fourth step [Referred to Appendix 2].
Importance and effective development of company approaches are classified as the final step
of management and leadership skill approaches. Another important leadership and
management skill is developed based on understanding current and future needs. It also
strives at the level-best efforts for meeting customer expectations and delivering high value
of customer satisfaction categories. Hence, the responsibility skills of management and
leadership are classified on systematic approaches and develop vision objectives
8

Figure 3: The effective skills for organization
(Source: Self-Created)
Achievement of management and skills of leadership
Functional achievement of the leadership and management categories are developed
effectively on the efficiency of workforce management. The direction of organizational
strategies is based on functional core values of the JW Marriott. The achievement of these
two categories are based on the essential categories of the following
● Thinking of strategic management and the improvement of mission objectives
● Effectiveness of the delivery and planning categories of dealing with various
challenges
● Management of the effective teamwork with searching of right people and the
strategies of motivational categories.
● Development of the management for effective changes and improvement of
organizational patterns of the JW Marriott (Salleh and Khalid, 2018).
● Improved levels of communication with strategic management of customer services
and idea listening categories
● Achievement of the functional vision and vision objectives of the influence of
leadership and management categories.
All these characteristics form the base of skills for management and leadership styles of JW
Marriott. Development of the awareness for the self categories is well-developed skills of
both management and leadership approaches (Yousef, 2017). SMART objectives
characterize developed techniques for JW Marriott.
Definition of change
Change is defined as the development of the next step for any situation, organization or other
aspects. It is also defined as the transition of one state to another. The nature of state may or
may not be altered depending on the ongoing situational aspects. Change is similar to the
project management as it consists of three states such as continuous or current state, state of
the process or transition and the final stage or the future-oriented categories (Stouten et al.
2017). Change is considered as the forwards approach to the specific deliverables and level of
functional outcomes. For the approaches of scientific categories, change is the transition from
one physical or chemical state to another. For the context of JW Marriott, change is necessary
9

for the fulfilment of organizational objectives and specific outcomes at the level best efforts
Thus, change may or may not be successful as it may alter the development of strategies for
either organizational or non-organizational contexts (Suddaby and Foster, 2017). Hence, the
change of one state is subjected for both favourable and unfavourable conditions of the given
scenario.
Definition of change in organization
For the context of the organizational structure of the JW Marriott, the difference is essential
for the development of conventional strategies for marketing and customer satisfaction levels.
In the context of change, the status of reservation for the customers is subjected to available
conditions. Development of the core values and excellency of customer services are subjected
to changes due to different circumstances. Developments of marketing strategies are required
for improvement of mission and vision objectives. Improvement of the workforce and
teamwork management is also categorized as change in the organizational structure of the JW
Marriott (Heckelman, 2017). Development for the heritage in the cultural and moral aspects
are also considered as the relevant change
Hence, definition of change is meant for different aspects of JW Marriott. Improved and
satisfied levels of customer services with excellency is referred to as change of organizational
values. Improved process for the management of supply chain and resolution of customer
queries are the relevant changes of the organization (Cooper, 2019). Development of the
approaches for CSR and environmental policy is the relevant change of organization.
Category of change in organization
According to the official websites of JW Marriott it states that category of changes are
subjected under two conditions
1. According to the portfolio, about 70% of the operating hotel branches are unchanged
while the remaining 30% hotels will be affected for the process of change by annual
category of this year. It may also include the levels of service charges
2. Almost the movement for the change categories of 85% may take place for 1-5 star
hotels for stay of the redemption categories (Adserias et al. 2017).
Besides these categories, the control of the inventory aspects and improvement of the SCM
and customer services processes are the various change categories in the organization of JW
Marriott. Improvements in core values with moral and ethical beliefs with developments of
10

the financial budget and inventory controls are referred to as the category of change of
organizational structures of JW Marriott (Daher et al. 2018). Hence, change categories are
subjected to ongoing financial situations of the global aspects and business procedures of this
organization. Changes also occur due to mergers, acquisitions, employee turnover and so on.
Discussion of model for process change
Effectiveness for discussion model for change in the process is well explained by Kotter’s
eight step model. This model is effective for the business development of JW Marriott.
1. Development of the urgency level in the case of serious employee problem or
customer-oriented issues. This step is required for the change of conventional process
2. Development of the coalition for powerful categories. Here, the improved support is
available from the management of teamwork. Here the complex work may be solved
using the levels of expertise
3. Development for the change of vision objectives. Here, the improved support is
essential for the enhancement of customer service levels and should have the best
possible effect.
4. Communication for the mission and vision objectives. It also develops a network area
of business (Mao et al. 2017).
5. Effective prevention of barriers such as harmful conflicts, rude behaviours inside the
JW Marriott
6. Develop the functional tools for motivation and creativity
7. Maintaining the levels of technical changes with the accomplishment of goals (Coule
and Bennett, 2016).
8. The functional changes should be an indispensable part of organization and teamwork
management should be achieved [Referred to Appendix 3].
Relevant style of leadership with the best matching
JW Marriott style of leadership is the style of Democratic leadership. In this context, the
founder's core values and ethical principles are developed based on the improvement of
customer service levels. The founder of JW Marriot states that customers and employees are
the indispensable assets and functional members of the JW Marriott family. The employees
make all the decision-making and problem-solving approaches of this organization without
maintaining the levels. This strategy will develop employee motivation and increase
11

productivity and service levels throughout the JW Marriott. Here, the role of the participative
style of making decisions is achieved since all members are involved for improvement of
business processes (Mazhar et al. 2017). Development of improved quality for customer
service is the prime target of democratic style of leadership category.
Thus, the democratic style of leadership is important for this organization. It also
encompasses the range of key deliverable values and ethical procedures for improvement of
customer services at the level of best efforts. Also, the business analysis procedures can be
performed for better results of the JW Marriott.
Management of effective development and category of change
The management is responsible for conducting the entire business procedures of the JW
Marriott. Change is also necessary for improvement of conventional business procedures at
the level-best efforts.Global management procedures and BPR (Business Process
Reengineering) techniques are widely used for proper business procedures and ethical
characteristics. Also the developed categories of HRD and HRM processes ensure the smooth
functioning of teamwork management and associated business procedures. Best practising
strategies of change categories are emphasized on improved customer levels and employee
job satisfaction-oriented levels. Several improvements of R&D techniques and T&D
processes signify the moral, ethical and skill development values of JW Marriott.
Enormous improvements for the categories of customer services and SCM processes are
important. It will help for future achievement of mission and vision objectives. Also the
functional techniques of leadership style are improved for accelerating business procedures
and promote sustainable development of the JW Marriott (Bai et al. 2017). Thus, an action
plan may be implemented for business processes and future developments of JW Marriott. It
can also manage the necessary changes.
Effective approaches to the style of leadership
Democratic style of leadership is widely followed in the JW Marriott. It also serves the wide
levels of making and implementing the level-best decisions. Improvement of the
effectiveness for ethical categories is developed by this category of leadership.
Transformational category of leadership is also an applicable approach for the case study of
the JW Marriott. Improved levels of positive behavioural characteristics are the opportunities
for increasing employee motivation. Functional management of teamwork categories and
12