Human Resource Management Challenges: Marriott Hotel Report Analysis

This report provides a comprehensive analysis of contemporary human resource management (HRM) issues within the context of Marriott Hotel, a prominent player in the hospitality industry. The report begins by identifying key challenges in HRM, such as low employee engagement, high tu...Read More

Contemporary issues in Human
Resource Management

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Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Issue and challenges in human resource management...........................................................3
TASK 2............................................................................................................................................5
Evaluation of human resource management practices against emerging trends....................5
TASK 3............................................................................................................................................7
Design and develop of job description and person specification for a particular job role.....7
TASK 4..........................................................................................................................................10
To manage people development and performance management.........................................10
TASK 5..........................................................................................................................................12
Different types of information and communication that is used in different situations.......12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15

INTRODUCTION
Human resource or HR is one of the most important department for organisation which
perform role and responsibilities of finding, recruiting, administrating and training individuals
for implementing employee-benefits programs and policy. HR department are responsible for
managing a crucial asset for organisation to enhance employee productivity through protecting
them from issue and barrier that exist in organisational premises (Riccucci, 2017). This report is
composed from point view Marriott hotel which is a successful business in hospitality
organisation. Along with this Marriott hotel is managing their hotel chain among all over the
world. Moreover, report highlights on issue and challenges in managing human resource and it
also cover practices against emerging trends of business. Job description and person specification
for supervisory position will also cover in this report. In the last, performance management and
people development with implementing right practices is included in the report. In the last, types
of information and communication as per different situations will also be includes in report.
TASK 1
Issue and challenges in human resource management
Hospitality industry is increasing its business size with a rapid speed among overall world
through offering various accommodation services, managing restaurant and tour package in order
to increase large customer base. Moreover, it is also mandatory for organisation to complete all
work in proper manner to improve brand value and market area. But it is complex for
management to gain desired results because various issue exists in business that impacts on
performance of business. Some articles that demonstrate issue within hospitality industry are
mention as follow:
Issue faced by organisation in hospitality industry
From the point view of Soeg jobs, 2019 the most complex task in a hospitality industry it
determines that there are various challenges faced by management to manage business in an
appropriate manner (Katou, 2016). Along with this technological advancement is also impacting
on operations and functions of organisation. Some of the major issue faced by manager of Hotel
Marriott are mention as follow:
 Low employee engagement- Marriott hotel is performing their work at global level with
evolving more number of employees within the organisation. This refers that there are

various challenges faced by management such as no participation of employees in
organisation. Along with this it also impact on business because workforce is not
communicating with each other so results are not achieved in proper manner.
 High rate of employee turnover- One of the major issue which is faced by management
relates with employees is high turnover rate. The most challenge part for Marriott hotel is
inefficiency of job roles and it is not impacting on goals and objectives as it is complex to
define business opportunities for new business.
 Less interest of top authorities- With existing market conditions as well as observation
in hospitality industry it is identified that manager and supervisor of Marriott hotel are
not participating in business (Radjenovic, 2018). With this hospitality industry
management is performing their work through making interaction as per international
rules and regulations. This provides more opportunities to work according to directed
results.
 Shortage of skilled labour- With right employees, staff or workforce it is easy for
management to complete their work in proper manner. This also includes various aspects
to make accurate and desired results that is providing challenges for management to
complete work as per motive to gain desired results. It refers due to various job
opportunities in market employees are shifting towards other industry as hospitality
related with jobs are complex to complete.
 Work as per customer needs- According to this aspects it is identified that there
customers are most important asset for organisation which is improving work possibility
for business that leads them to retain for longer period in management. According to this
aspect management demonstrate that with modify work policy as per customers feedback
it is easy for Marriott hotel to improve their image in organisation.
Challenges exist in hospitality industry
According to the Simon Willmore, 2019. Hospitality industry relates with enhancement
of customer experience that is improved through providing high quality services. In order to
satisfy customer’s needs and wants properly Marriott hotel provide their services according to
market trends and customers (Viitala, Kultalahti and Kangas, 2017). Further, the economic
factors also formulates certain challenges for managing employees in hospitality industry that are
mention as follow:

 Fulfilment of Professional needs- This is important for organisation to provide better
and right training methods for completion of work in an accurate manner. There are
various task managed by business so the major challenge is to provide right training due
to which employees are able to perform work in effective manner but it also increase cost
for business to complete work in proper manner (Albrecht and et. al., 2015).
 Focus on satisfying needs of employees- This is more essential for organisation for
focusing on those aspects that satisfies needs of workforce because satisfied employees
are more motivated to complete their work in proper manner. This also enhances market
area for through completing work as per desired goals and objectives. Along with this job
satisfaction and high morale for employees is also increased overall productivity but it is
also most complex task to understand employee needs as all behave with each other in
different manner.
 Ethics and culture- The most important part for each organisation is to complete their all
task as per right culture that is offering ethical actions. In hospitality industry the major
challenge relates with improving or enhancing better decision that encourage organisation
to make right and accurate results that is used to maximise interest of all stakeholders.
But most challenging part for organisation is that due to global platform it is complex to
follow ethics and culture of all countries.
TASK 2
Evaluation of human resource management practices against emerging trends
As per views of Gayani Hewagama. 2015 it is identified that employees and human
workforce are most important asset that work as a backbone for an organisation in completing all
work properly. This is also providing benefits as skilled and talented employees enhance
profitability for business to improve overall productivity (Jabbour and de Sousa Jabbour, 2016).
Moreover, human resource practice also works as an effective method to select right trend in
order to perform all work in an effective manner. Some HR practices and trends in hospitality
industry are mention as follow:
 To improve brand image- With the high turnover rate of employee in hospitality
industry it is identified that this is mandatory for organisation such as Marriot to
improve their goodwill. So more number of capable and skilled candidates involved in

business to work with them as it boost individual career to complete their work
properly. Moreover, fair and performance based compensation is used by management
to improve goodwill among internal departments.
 Implement of information technology- With the involvement of information
technology among all operations it is identified that it is mandatory for organisation to
complete all work in proper manner (Sheehan, 2014). With the trend of information
technology in all department this is monitored employees are facing challenges because
they are not trained with use of new technology. Therefore, training in relevant skill
practice is implemented by management to complete all work in proper manner.
 Positive working environment- This is essential for Marriott hotel to develop positive
environment in organisation by providing flexibility to its workforce. Example-
Hospitality job duties states for longer hours due to which sometimes individuals feels
hectic to complete their work properly. Therefore, by providing some flexibility to all
employees it is easy for management to implement flat and egalitarian organisation that
leads to gain top position in market by enhancing morale of employees.
 Improvement in skill of employees- With develop and create positive working
environment in organisation now it is the duty for management to enhance its workforce
capabilities that helps to build better relations in organisation. It is also observed that
skilled employees are able in completion of work with more efficiency. So hotel
Marriott implements the principle of providing information as per right skill that make
access of each information in proper manner. So employees utilise their skills for right
task.
Along with this by understand of trends and practices are generating right results that offer better
compensation for all employees. In this task it is also identified that management of Marriott is
focused to sustain and retain potential workforce for longer period. This results all policy and
strategy developed by HR leads to obtain top position in market with help of recruiting right
employees (Sheehan, Ellinger and Ellinger, 2014). The main role of trends within an
organisation is to gain top position in market through directing employee’s efforts as per market
trends and customer’s requirements. Along with certain level of performance such as at top
position it is defined that it is difficult for managing employee’s performance because they are
already authorise to manage and complete work in proper manner. This also defined that due to

change in performance of employees trends and market generates flexible working conditions to
accomplish of project with a manner that enhances possibility to complete work with help of
diverse and equal workforce. Moreover, as per changing trend and possibility employees which
is implementing better amount to leads better results in minimum time period. Along with this
different human practices are also included by management of Marriott hotel to complete work
with right approach. So better and effective results are gained by management in order to utilise
all trends properly this also leads company to complete work in right way (Zaitseva and et. al.,
2016).
TASK 3
Design and develop of job description and person specification for a particular job role
Human resource department are responsible for selecting and recruiting right employees
that provides desired and skilled capabilities to perform organisational role. The main motive of
HR manager is to work as per decided time period in order to complete work as per right role
which leads to complete work in desired manner. Moreover, right recruitment also helps to gain
effective results by dividing each role to employees as per decided skills. In context of Marriott
hotel and hospitality industry it is analysed that management is more focused to recruit right
employee for right job role that enhance work force capability for organisation in completion of
work with more efficiency and effectiveness. All employees which are selected and recruited by
management of employees consider that each task and operation performed by employees leads
to obtain longer results and it also enhance possibility for completing work in right manner. This
consider management is also improving those areas which show importance for training and
recruiting. Example- employees which are performing their work in Marriott hotel must interact
with customers for performing their work in an effective manner. With hospitality industry it is
used in completing work as per desired results that boost satisfaction value for customer in
managing longer results that is used to fulfil demands in proper manner to complete all work
properly (Bratton and Gold, 2017).
Marriott hotel is performing and managing their operations at global level due to which it
is well-known for satisfying customer’s needs and wants properly. In order to manage all work
this is also mandatory for Marriott hotel that all services which are provided must be luxury and
offer additional value among all operations to satisfy customer need in proper manner. Marriott

hotel is known for its well-known brand value that is used for attracting more number of
candidates to complete all work in proper manner. This also check social trends and it is used for
offering right job vacancy to the right individual. Along with this it is also monitored that all task
and operations which is performed consider long term goals and utilise it in managing business
profitability so all work that relates with organisational performance leads to retain employees
for longer period in management. Hospitality industry is increasing their business size within a
rapid speed that leads to gain better position in market with involving right and skilled
employees which is used for improving value in the services. Marriott hotel is a brand of
hospitality industry that is well-known for its services but due to increase competition from local
market some resident employees are shifting towards its local hotel because they offer similar
monetary value (Ljungholm, 2016). Therefore, there is a requirement for the position of
Supervisor in hotel that refers to recruit new and capable candidate which supervise all work
areas for organisation. Moreover, to attract right candidate with the similar set of characteristic
that match with skills of job position helps to work within more production and it is also relating
organisation to work with a supervise approach. Along with this skills and qualification both are
understand with job description and person specification approach. With this both methods that
are formed helps to make clear characteristic, quality and qualification which is required for the
posse for longer results in order to make recruitment process more easy.
Hotel supervisor- Hotel supervisor are responsible for supervising all operations as well
as functions that are carried out by different departments and its employees. The main motive of
hotel supervisor is to perform their work as per motive of completing all task in decided time
period. Along with this supervisor of rules make quality experience that check in and check out
to supervise and safety of hotel. In this managing better room service to perform all operations in
smooth manner through monitoring and controlling flow of managing operations that provide
better flow of work so that high quality of services is produced for delivering longer results as
per management in quality of services that produce long results.
Job description- It is a written document that is helping for outlining required qualities,
qualifications, experience and skills which must be possess by candidates in order to become
eligible for a selected job post and it is used for making an employee suitable for vacant job
position (Kerpershoek, Groenleer and de Bruijn, 2016). It is also helping screening better pool of
candidates for first level as only those candidates are selected that apply job role for making

recruitment process easy. Job description for post of hotel supervisor that is required for Marriott
hotel is mention as follow:
Description for supervisor position
Job Title- Hotel supervisor
Company- Marriott hotel
Report- Hotel manager
Prepared date- June, 2020
Job purpose- The purpose for make of hotel supervisor that is used to monitor and supervise for
all activities that is used to carry out better activities for hotel. It also consider that with
coordinate and completing between all work on time. Moreover, individuals are also responsible
for managing task as per each team member so that work is completed in an appropriate manner.
Qualifications
 Diploma course in hotel industry from an international institute.
 Post-graduation specialisation in supervisory position.
Duties
 To make work schedule for all staff members in order to complete all work as per
decided time period.
 Managing overall performance of employees through giving them feedbacks so work
efficiency is improved.
 Monitor the effectiveness of employees to enhance and maximise customer satisfaction in
order to fulfil and satisfy customer needs.
Person specification- It is defined as a document that help to describe qualities, potential and
skills which is used to make expectation and increasing job satisfaction to complete work as per
understanding eligibility for a job vacancy. A persons specification for post of hotel supervisor is
mention as follow:
Person specification
Post- Hotel supervisor
Department- Operations department
Key- It is required for as an evidence for job role
A) Application form

I) Interview
R) Role
Attribute Essential Desirable
Experience To take degree in hotel
management from renowned
university.
Past experience to work as a
hotel supervisor from one
year.
Person must learn certified
interpersonal skills.
Person or individual must
evolve effective skill such as
communication to provide
efficient services.
Skills and knowledge Person must adopt skills that
are used for operating
computes system with
implement of strong
knowledge in information
system.
To identify problems that
provides effective measure in
order to increase or maximise
customers experience.
TASK 4
To manage people development and performance management
In the present scenario, there is intense competition is monitored among all organisation
which are operating their activities in hospitality industry. The most important benefit to manage
people development and its performance management is to gain longer results that lead for
obtaining top position in market. HRM department of the organisation is responsible for
motivating and managing work performance of individuals that relates with high quality services
of persons (Ayentimi, Burgess and Brown, 2018). There are various strategies used by
management to manage performance that depends and practically relates with expectations of
customers to gain high quality results which met with managing performance of employees.
From the real basis of 4 and 5 star hotel numerous strategies are used by management for
satisfying needs and wants of customers properly. The performance management strategy used
by 4 star hotels such as Tartan Lodge, Best Western Mornington are as follow:

Training and development programmes: These motels provide their employees everyday
schooling in order to construct required competencies and increase their abilties which can assist
them in turning into higher at their work. Also the employees can become green in constructing
their capabilities with technological improvements for you to use them as it should be thereby
maximising purchaser revel in.
• Mentoring and coaching: The managers and leaders of resort frequently mentor and
instruct the personnel in how they are able to use their skills in the satisfactory possible way
which assist in boosting their confidence and inspiring them to perform better (Domínguez-
Falcón, Martín-Santana and De Saá-Pérez, 2016).
• Giving gaining knowledge of possibilities: The managers of enterprise inspire group
discussions so that learning possibilities can be created for them that may help them in the usage
of their information in dealing with problems and locating out revolutionary answers. It
additionally assist in encouraging group work inside company in order that their work can be
collaborated that could assist in completing paintings on time.
The people improvement approaches which can be used in 4 star hotels are:
It is essential to increase people often so we can research on the use of new strategies and
enhancing their abilities so that their work performance can get stepped forward and they could
end up extra powerful in managing clients. Following are positive such strategies:
• On process education: The personnel are gives on task education for you to turn out to
be better in appearing the job roles allotted to them (Murphy and et. al., 2018). They additionally
grow to be green in managing the problems immediate whilst they may be going through them so
that clients can be absolutely prepared.
Mentoring- With regular monitoring the performance of organisational employees it is
easy for management to provide right guidance for complete all work in an effective manner.
Seminars and workshops plays an important role to guide the employees but to implement the
specific learning it is duty of mentor to guide the employees so that task are completed in right
time period.
5 star hotels are manage the people and its performance so that high quality services are provided
to customers and it make better brand recognition for organisation in market. Some of following
strategy which is managed by Hyde park, May fair and Radisson are mention as follow:

 Fair compensation- Employees within hotels are offering and getting better appraisal for
completing all work in right manner. But it is based on reward performance of
employees. It is also used to encourage individuals to get fair compensation through
complete of work as per management strategy.
 Communication- With use of right and effective communication skill and channel that is
related with message, mail, calls and many more interacting methods help employees to
transfer essential and right information between all individuals properly. It is also helping
employees to understand all roles and responsibilities for utilising skills and talent in
right manner, it is also used to maximise profits for organisation.
On the other side, organisation also required methods to develop and enhance their employees
skills in order to complete all work in organised manner (Santhanam and et. al., 2017). The main
motive to improve workforce capability is to remain in competitive market for longer period.
Some of the below development strategy for people is mention:
 Test of observation and performance- This is related with regular testing of work
results and performance of employees. In order to check employee performance certain
benchmarks are decided that is used to improve work standards in specified time
period. It results overall performance of organisation is increased through obtaining
equal and similar results from employees.
 Ranking- According to this method performance of all employees is based on its
efficiency that how they deals with customers. It is also used for motivating employees
which is ranked low for improving organisational performance in order to gain desired
and right position as per their capabilities within the organisation.
Marriott hotel utilise the strategy for people development and performance growth management
as per decided techniques in order to gain better results that helps to gain high quality services
for increasing satisfaction level of employees.
TASK 5
Different types of information and communication that is used in different situations
The most important aspects for each and every organisation to stay for longer period in an
international market is information. This refers with systematic and organised communication
system it is easy for management to share right information which leads companies to perform

their work in an effective manner. In hospitality industry there are various information such as
decisions, change in policy must be required to transfer in organisation. Some of the are mention
as follow:
 Interview- With this aspects it is analysed by management that organisation must
undertakes interview of each employee for completion of task in proper manner. With
understand of needs and wants for aspect that is used for sharing information that is
required by employees properly.
 Training- Each employee requires right skills to perform its roles in an accurate manner
so this phase demonstrate training is required by all employees to complete all work in
proper manner. So the aspect related with required training is included with in the report.
Communication system plays an important role for organisation through which transfer of
information is provided to all customers. Some methods of communication is mention as follow:
 In-verbal communication- Most of the hospitality practices are implemented by
management among needs of customers. This refers employees complete its task to
manage work with non-verbal techniques such as body language, posture and use of
language to complete work by using common language for all persons.
 Written communication- E-mails and chats are most effective work to complete work
with right information. This is used for managing work as per using techniques through
which enhancement of results in formal manner. Written communication is used by large
hotels to complete work with formal techniques.
With the above information and communication system it is analysed that with management task
and it defines to complete work through completing them as per situation. In hospitality industry
both information and communication system is used by organisation to complete task and
objectives in a formal manner. Hospitality industry further describes to deal with employment
turnover in organisation. Example- Written communication system leads for overcoming from
grievances that is faced by employees at time of performing their operations.
CONCLUSION
In the last, with the above report it can be understand and concluded that Human resource
department perform an important role for managing work performance of employees in order to
accomplish organisational goals and objectives as per decided time period. HRM helps to an
organisation for managing most crucial asset of human resources at such a huge level and it is

also aids management to delegate right responsibility to right persons in order to boost
employee’s skills for completing their work in an effective manner. Further, the report also
ensure that management is delivering right information through utilising different
communication system so that more valuable products or services are delivered to customers.

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