Human Resource Management Report on Marriott Hotel Practices

This report provides an in-depth analysis of Human Resource Management (HRM) practices within Marriott Hotel. It begins with an introduction to HRM's role and purpose in the hospitality industry, specifically focusing on Marriott. The report then delves into the creation of a human resource plan, analyzing employee supply and demand. It examines the current state of employment relations in the hospitality sector, including the impact of various employment laws. Furthermore, the report covers job descriptions, person specifications, and the selection process, drawing comparisons between Marriott and British Airways. It assesses the contribution of training and development activities in the hospitality industry and concludes with a summary of findings. The report highlights key aspects such as recruitment, training, employee relations, and the influence of legal frameworks, offering a comprehensive overview of HRM strategies at Marriott Hotel.

HUMAN RESOURCE
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Role and purpose of HRM in Marriott Hotel.................................................................1
1.2 Creation of Human resource plan by analysing supply and demand...............................3
TASK 2............................................................................................................................................4
2.1 Current state of employment relations in hospitality sector.............................................4
2.2 Affect of various employment laws on human resource in hospitality sector................6
TASK 3............................................................................................................................................7
3.1 Job description and person specification for hospitality industry. ..................................7
3.2 Selection process of Marriott hotel with British Airways................................................8
TASK 4............................................................................................................................................9
4.1 Assess contribution of training and development activities in hospitality industry.........9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Human resource management is a process that involves dealing and managing
employees. This process involves two important approaches namely strategic as well as
comprehensive. HR managers in a business concern focus mainly upon maintaining healthy
relationships with employees and keep them motivated. Hospitality industry is highly productive
and profit making industry in today's world. It is aimed towards providing excellent quality of
services to its customers. This report has been based on Marriott Hotel. Marriott Hotels and
Resorts is flagship brand of full service hotels and resorts under Marriott International. Marriott
has been awarded in Forbes best list of business entities. It has its headquarters located in
Maryland, United States. This report studies various aspects of HRM in hospitality industry such
as its purpose and role. Also, present state of employee relations has been mentioned in this
report. Furthermore, this report focusses on analysing supply and demand of employees in
relation to human resource planning.
TASK 1
This report has been based on Marriott Hotel. Marriott Hotels and Resorts is flagship
brand of full service hotels and resorts under Marriott International. Marriott has been awarded
in Forbes best list of business entities. It has its headquarters located in Maryland, United States.
1.1 Role and purpose of HRM in Marriott Hotel.
Human resource management is a process that involves dealing and managing
employees. This process involves two important approaches namely strategic as well as
comprehensive. HR managers in a business concern focus mainly upon maintaining healthy
relationships with employees and keep them motivated. This further helps in increasing morale
and building motivation level of employees. In present day situation, HR managers of Marriott
Hotel need to effectively understand needs of human resource (employees) in their hotel and
train them so that they can achieve their goals and objectives effectively.
Importance of HRM:
It helps in dealing with issues of employees and employers.
Maintaining efficiency in operations and aims towards performance management.
Role of HRM in Marriott Hotel:
1

HR managers hold a key position in working and profitability of Marriott Hotel. Various
roles performed by HR managers include:
Planning and Forecasting: Planning and forecasting are basic functions performed in
every business entity. While launching any new deal or venture, HR managers have to
effectively plan and process data and information so that they can assure their workforce to
perform effectively. Any sot of shortage or excessive wastage of funds and resources can be
managed if HR managers plan after doing a brief research(Budhwar and Debrah, eds., 2013).
Recruitment and selection: Recruitment is a name given to a process which infuses
various activities such as captivating, screening and choosing potential candidates who are
suitable for a particular job. Main aim of recruitment is to attract skilled and qualified people
towards a job. Managers of Marriott hotel work efficiently for recruiting and selecting skilled
employees who are apt for job. This helps in reducing costs of errors and increases productivity
level of Marriott hotel.
Orientation: Managers of Marriott hotel make it a point to provide orientations sessions
to all new employees before they resume their work. It greatly helps an employee in becoming
aware about a business concern and its working culture. Also, it helps an employee in adjusting
with employer as well as other co- employees(Chelladurai and Kerwin, 2017). Orientation
sessions help an employee in recognising his duties and tasks that are to be performed by him.
Purpose of HRM in Marriott hotel: HRM is based on basically two major key
approaches. Purpose of HRM is quite dependent on approach chosen by every business concern.
Hard approach: It is a quite strict and regulated approach. As per this approach,
employees should be treated equally no matter what their position is. This approach is used in
organisations where people are treated equal to all other basic resources and assets namely
money, machinery and so on. Marriott hotel does not undertake this strategy for employees in
their business.
Soft approach: This approach is quite relaxed and softer as compared to hard approach.
Under this strategy, employees are given more importance and treated senior to all other assets.
Marriott hotel is a people based concern. It focusses on all key needs and requirements of its
employees . Also it works towards providing them motivation on a timely basis.
Marriott hotel uses this approach as HR managers works as a bridge between employer
and employees and promote effective communication practices.
2

1.2 Creation of Human resource plan by analysing supply and demand
Marriott hotel is initiating a new venture with Cocks and Kings and is aimed towards
providing hotel and staying services to customers visiting UK'S New Year fest. In this context,
HR manager of Marriott has designed a human resource plan for effectively analysing supply
and demand of employees based on customer interaction and visit (Huselid and Becker, 2011).
Source of recruitment – There are two sources of recruitment namely internal and
external. For employing or recruiting new employees in Marriott, HR mangers can adopt
methods like Walk-ins and campus placement for hiring housekeeping staff, chefs and so on.
This will allow them to locate fresh talent. This process is usually quite cost effective and
involves less cost as compared to other forms of recruitment. Whereas for hiring managers and
front office staff heads Management consultants can be considered as an option for providing
talented skilled and experienced people. Marriott hotel requires 15 people in house keeping
department and 3 as administrative support staff.
Selection procedure – Selection process is a lengthy process and involves 3 steps . In
first step, assessment of all applicants CV is done. After this they are called for further interviews
(López-Nicolás and Meroño-Cerdán, 2011). If HR manager finds them suitable at this stage, they
are further called for brief interviews. Second step involves written tests and other preliminary
tests for evaluation. After they get selected at this stage, third step involves final face to face
interview with employer where all major terms and conditions are mentioned.
Determine compensation – Once an applicant is selected in the organisation then next
step involves deciding salary and compensation of selected employee based on skills and talent. .
If a candidate agrees on remuneration policy as well as other key policies, then company will
provide them joining date.
Provide training – Orientation and training programmes are a vital part of every
organisation's working culture. HR manager of Marriott will organise and develop orientation
sessions and 15 days training programme for its housekeeping departments so they can get basic
information about organisation's working style and their responsibilities(Marchington and et. al.,
2016).
Appraise performance – After training, employees who are newly trained work under
their seniors and those senior members evaluate performance of new staff members and give
them credit and appreciation as per their work performed(Renwick, Redman, and Maguire,
3

2013). Roles performed by housekeeping department and management heads have been
mentioned below:
Housekeeping department:
 Assure passengers comfort like distribute those blankets at the time of sleeping.
 Keep track of customers' arrival and departure and maintain quality of service
 Assuring customers of efficiency in services and maintaining cleanliness in hotel
ambience.
 Be very welcoming in their approach while serving customers.
Management and administration support staff
 Answer queries of customers by managing desk of receptionist.
 Resolve issue of workers.
 Provide training to employees.
Performance appraisal will help managers of Marriott in managing demand and supply
in off season(Rubery and Urwin, 2011). Those personnels who will fail to meet organisation's
expectation, may face termination and the time between normal season and peak load will be
used for hiring new talent. This keeps a balance maintained between supply of human resource
and demand of human resource in Marriott hotel at a given point of time. Performance appraisal
reduces this demand by retaining employees for a longer period of time.
TASK 2
2.1 Current state of employment relations in hospitality sector.
Hospitality industry refers to a broad category of fields within service industry that
involves 4 basic sectors namely lodging, recreations, food and beverages and tourism. Like all
other sectors, hospitality sector of UK also faced numerous issues of conflicts between
employees which led to forming of various laws and rules in this concern. Employee relation
refers to a connection among employees in an enterprise. Interrelation between employer and
workers is also considered as its crucial part. Power of trade unions is getting dilute because of
recent deregulations. Current state of employee relations is defined by various laws that are
stated as under:
Role of unionisation:
4

Union is a very broad term and refers to a group of people who work for welfare safety
and security of workers. These people or groups aim towards communicating thoughts and ideas
of employees to employer and vice a versa. Role of unions is quite limited in today's present
scenario and is present only in industries which employ blue collar workforce. It acts as a
intermediator between employees and managers(Sheehan, 2014.) . Their major role is working as
an effective communication channel between both levels in major hotels like Marriott.
Nowadays, managers of Marriott hotel take suggestions of workers also into consideration while
forming new laws and rules. Also a new concept known as collective bargaining is gaining
popularity is this sector.
Employee participation
Employee participation is an effective tool for motivating personnel. There was a time
when workers of Marriott were not considered as a part of decision making system. But
nowadays, every organisation has developed as time has completely changed due to employee
participation concept. Instead of receiving direct orders from highest authorities, staff members
of Marriott Hotel are offering their thoughts to top level managements. For making necessary
changes and improvements they are indulging in improving different process which are present
in the organisation(Sparrow,Brewster and Chung, 2016). When personnel become part of a
decision then managing conflict get easier. Many firms in hospitality industry use dispute
management so for efficient assurance of healthy relationship between employee and employer.
Deciding shift timings of staff members has always been a big issue for companies that work in
hospitality sector basically hotels. Marriott hotel run their business for 24 hours and 7 days.
Workers normally do not prefer to work in odd shifts like 3 am to 11 am in winters and it
ultimately create big disputes among managers and their subordinate on daily basis. This
problem is getting resolved because workers are getting additional money for working in odd
timings. This approach is presently tasting success due to involvement of workers in making
plans. In this industry, companies
Grievance procedures:
This is an effective method that is undertaken by managers of Marriott hotel for resolving
conflicts between employees suppliers competitors and so on. In hospitality sector, there are
various rules, regulations and policies that are to be followed by each individual. In case of any
5

injustice, a formal complaint can be filed by customers or stakeholders against relevant business
entity. It is not always necessary for a grievance procedure to be formal , it can be informal as
well. In case of employers, grievance procedure helps in dealing with misconduct of workers .
This process helps in maintaining healthy relationships between employees and employers.
2.2 Affect of various employment laws on human resource in hospitality sector.
Employment laws or legislation laws are made with the aim of governing rights, duties
and functions of employers as well as employees. These laws are also known as labour laws in
UK. Managers of Marriott consider these laws and rules to protect rights of employees working
under them so that they feel safe and secure. These laws specify equal treatment to all employees
regardless of their position on a true and fair basis. Employment laws of Marriott hotel are made
under federal as well as state constitutions and aim to benefit both employee as well as
employers. There are various laws which are applicable in this sector. They are explained under
as:
Employee relation's act : Employee relations act was brought into existence in 2004 in
its initial form whereas some of its provisions were considered from October 2004. This act is
made up of laws and policies for protecting rights and relationships of people working in
Marriott hotel. It is an act stressing upon amending or changing laws and rules as per
requirements of trade unions and also taking proper industrial actions as and when required.
Employment relations act provides numerous rights to employees and labourers such as trade
union recognition and de-recognition , taking necessary industrial action and so on. This act was
made in 2-3 parts(Storey, 2014).
Employee rights act: Employees rights act is made up of numerous rights and laws which
define employee and employer relationships. Employees in this case can anybody whether they
are currently working employees , job applicants who have not yet joined or people who were
working in a business concern earlier. Every employee working in any workplace has certain
rights like right to privacy, fair compensation, and also freedom from any type of discrimination
based on age, gender, race and so on.
Maternity and paternity benefits: Maternity benefit refers to a benefit that is given to
women usually at their maternity time and also provides them with compensatory payment in full
amount while she is away from her work to take care for her newly born infant. Mangers of
6

Marriott hotel also provides its females employees with total of twelve weeks payment during
maternity leave.
While for male employees, Marriott hotel follows a policy of providing four weeks of
paid leave or paternity benefit for taking care of their new born child. These are most important
and mandatory benefits that are to be given by almost all employers to its employees.
These are some important factors that affect management of human resources in Marriott
hotel. Human resource is a key part of any business concern and every organisation should
follow some policies for developing a sense of trust and loyalty in its employees and make them
feel safe and secure.
M1. Apply different strategies to find solutions.
In current scenario, various strategies that can used or considered by Marriott hotel for
finding solutions for issues regarding problems of employees are adopting effective policies and
acts that protect rights of employees thereby providing them a stable and healthy work
environment. Various acts or laws that are considered by managers of Marriott are maternity
paternity benefits, equal pay act, employees relation act and so on.
TASK 3
3.1 Job description and person specification for hospitality industry.
Human resource management is a process that involves dealing and managing
employees. This process involves two important approaches namely strategic as well as
comprehensive.
Job Specification
Job Details
Post: Housekeeping department
Company: Marriott Hotel
Job Purpose
Handling and managing cleanliness and hygiene in overall ambience of hotel. Providing good
quality services to customers and listening to their grievances. Assuring proper cleaning of
rooms and timely delivering all necessary consumables for clients.
Roles & Responsibilities
7

 Check availability of fresh refreshment and welcome drinks for all visitors
 Ensure availability of emergency equipments and display their using.
 Fulfil basic requirement of every customer during their stay and provide them meals,
refreshment and beverages.
 Ensure availability of first aid in proper and hygienic manner at time of requirement.
 Ensuring good quality services to customers.
Person specification:
Person Specification
Post: Chef
Department: Cooking department
Key: This show that what is required when like an evidence:
(A): Application form, (I): Interview, (R): Role
Attributes Essential Desirable
Qualification & Experience Associate degree in culinary
arts (Preference to bachelor's)
(A) (I)
5 years experience as chef (A)
2 years experience as
supervisor (A)
Experience of working with
renowned restaurants and
hotels (A)
Skills or knowledge Excellent communication
skills and organisational skills
Quality of food and ability to
make coalition dishes.
Sanitation standards and
knowledge of food.
Communication and decision
making skills are must.
Capability of becoming a
leader and usage of resources
effectively
8

After screening resumes of selected candidates, HR managers further prepare detailed
analysis for conducting interviews. It includes questionnaires of related posts as well as a few
preliminary tests.
3.2 Selection process of Marriott hotel with British Airways.
Human resource management is a key department in an organisation. This sector helps in
developing individuals as well as overall organisation. Therefore, it is main duty of HR managers
of every business entity to hire and promote individuals based on their skills and knowledge.
Difference between selection process of Marriott hotel and British Airways is explained as
under:
 As per job description, requirements and skills needed by British Airways is entirely
different from Marriott. Marriott hotel requires employees who have skills developed in
hospitality sector whereas British Airways focuses on skills relating to airline sector.
PROCESS BRITISH AIRWAYS MARRIOTT
Preliminary interviews British Airways gets it done by
consultancy services and
campus placement.
Marriott hotel mainly uses
video conferencing and online
process for conducting
interviews
Screening Screening process is quite
complex in case of British
Airways.
Screening gets easier and
faster by adopting online
method.
Preliminary tests British Airways employs
special trainers to conduct EQ
and other tests.
No extra preliminary tests are
conducted in Marriott . Only a
basic information about health
and safety is determined.
Final Interviews British airways focusses on
experienced staff members
during final interviews.
Marriott prefers fresh young
and skilled staff for achieving
its goals and targets.
 Marriott hotel mainly uses video conferencing and online process for conducting
interviews whereas British Airways gets it done by consultancy services and campus
placement.
9