HRM Practices at Marriott International: A Report on UK Hospitality

Desklib provides solved assignments and past papers to help students succeed.

UNIT 9 HUMAN RESOURCE MANAGEMENT IN SERVICE
SECTOR (MERIT) {ICN}
1

Executive Summary
In this report, a brief discussion regarding human resource management is discussed. It also
contains the detailed study of how HRM works with respect to Marriott International. Marriott
International works in hospitality business in the UK. It is referred to as one of the largest
hotels in the hospitality industry in the UK and worldwide. Thus, the way they perform their
duties and responsibilities towards their customers are described in this report. Laws and
legislatures followed by Marriott International to enhance their business have been included
in this report. The main work of human resources of an organisation is described further.
Therefore, this report comprises of a proper introduction, followed by a detailed study on
HRM of Marriott International and lastly concluded with the fact and importance of HR
management in tourism business. This assignment has proper amount of references, which
were required for the completion of this assignment.
2

Table of Contents
Introduction...............................................................................................................................4
LO1 Portraying HR management.............................................................................................4
P1.1 Discussing the purpose and role of HRM.....................................................................4
P1.2 Outlining HR plan based on supply and demand.........................................................6
LO2 Evaluating the effects of employment law and employee relations on the service
industries..................................................................................................................................8
P 2.1 Illustrating the present state of employment relations.................................................8
P 2.2 Discussing the effect on management of HR resources by employment laws (M1)...9
LO3 Analysing the selection and the recruitment process...................................................10
P 3.1 Interpretation of person specification and job description (D1).................................10
P 3.2 Comparing of selection process (M2,D2)..................................................................11
LO4 Understanding training and development in the organisation......................................12
4.1 Assessing the contribution of development and training activities (M3, D3)..............12
Conclusion..............................................................................................................................14
References.............................................................................................................................15
3

Introduction
In easier terms, hospitality is recognised as the section of a wider service industry that
focuses on leisure more than basic needs. In modern times, hospitality acts as a catalyst to
socio-development at global markets. On the other hand, human resource in hospitality
business is essential for hotels to act as per customer requirements and needs. Eventually, it
can be said that to bring success in an organisation or company, they need to look after their
HR management. Excellence in HR management can bring in a consolidated improvement
in managing dynamic and challenging tasks in complex business environment.
In this context, Marriott International is taken into consideration and its HR management will
be discussed further in this assignment. Marriott International is recognised all around the
world because they serve their customers with 30 brands (marriott.com, 2019). They are
even spreaded all around the world across 130 countries in order to connect with people and
expand their business globally (marriott.com, 2019). In this report, a brief discussion
regarding the working procedure and business management of Marriott International will be
discussed. In addition, this report consists of different opinions from different researchers
regarding HR management of the chosen organisation. Moreover, this report also includes
justification of their HR plan on their demand and supply business.
LO1 Portraying HR management
P1.1 Discussing the purpose and role of HRM
HRM in a company helps in managing functions that maximizes performances of employees
working in that service sector. In this context, Marriott International is taken into
consideration. HR helps in attaining its organisational goals in the most successful and
efficient ways. In simple terms, various function such as staffing, recruiting, managing,
encouraging people, talent management, performance and reward management and labour
relations of an organisation is termed as human resource management (Bal & De Lange,
2015:130).
Role and purpose of HRM
HRM deals with issues related to hiring, compensation and benefit programs of the
employees working in Marriott International. Therefore, it can be said that HRM helps to get
effective results in the most useful ways (Baum, 2015:210). In reference to Marriott
International, the only success reason is the HR management of the organisation. Hence, it
can be understood that qualities, talent and training are the three most crucial elements,
4

which need to be followed by them in order to grow high in business. Thus, when a service
sector industry is considered, the whole business lies on HR. Talking about Marriott
International, their exceptional customer services and effective HR policies have made them
one of the frequently used hospitality service provider.
Their main strategies are:
● Organisational effectiveness- As Marriott International gives importance towards
employees’ recruitment and training, it also makes sure that this training must help
the employee to serve the service sector through probationary period and later
become a permanent employee for Marriott International. This will enhance them to
grow in their career. Along with this, a positive and productive environment can be
created for the business of Marriott International. Hence, customer retention remains
applicable due to this effectiveness.
● Commitment of employee- Marriott International always keeps in mind that they need
to involve the feedback of their employees’ in their meeting of management.
Nevertheless, they also spend their revenue on selection and recruitment process for
their service sector. Thus, once the people gets selected they look after the fact they
must be provided proper training and is well compensated, which will reduce attrition
for their organisation. Safety measures are taken regarding the employees
satisfaction.
Figure 1: Functions of Human Resource Management
(Source: Created by learner)
5
HRM

P1.2 Outlining HR plan based on supply and demand
The United Kingdom is rated amongst the most frequently visited places and has an average
footfall of more than 57 million every year including both domestic and international visitors
(Baum et al. 2016:809). The hospitality industry and tourism industry are very closely
connected. Marriott International is a hotel that caters to the people who prefer for longer
stays or overnight stays. Apart from that, they offer lodgings and other various services
including housekeeping, room services and facilities to drink and eat within the hotel
premises (Bratton & Gold, 2017). Hence, the most important factor of HRM is to plan
according to the goals that are needed in their business. In addition, Human Resource
Planning (HRP) helps to develop and make sure that the right kind of person are getting the
right job in the organisation.
Figure 2: Statistical representation of UK hotel performance
(Source: aryxe.com, 2019)
Hence, the most important step of HRP is to make forecasts regarding demand and supply
of workforce in the organisation (Brewster & Hegewisch Eds., 2017). This plan determines
the relationship between human resources and the overall strategic plan of Marriott
International. Apart from that, every process that are being conducted by Marriott
International follows few steps, which are as follows:
6

1. Analysing the objectives- The main objective is working through finance, sales,
production, marketing and expansion in the global market.
2. Present human resources- In Marriott International, previously working employees
can help in analysing their capacity, potential and performances for the respective
organisation. Hence, internal sources and external sources are easier to estimate.
3. Demand and Supply of HR- The internal and external sources helps in fulfilling the
requirements of Marriott International. Thus, HRM recruits employees as per their
need for different positions available in business. Proper matching is done to avoid
problems regarding job execution.
4. Formulating action plan- As it depends on deficit and surplus, thus the plan can be
finalised for training, recruitment or transfer in case of deficit and redeployment and
voluntary retirement during surplus.
5. Control and feedback- It involves of implementing HR action plan on the business.
According to Brewster et al. (2016), the plan is first monitored by identifying the
deficiencies and removes them. Followed by the next step, which suggests in
comparing the HR plan is ensured to have appropriate action and availability of
adequate number of employees are available for their various vacant posts.
Figure 3: Steps followed in HR planning
7

(Source: Created by learner)
Hence, while doing HR planning, the manager of Marriott International need to assess the
whole organisation and figure out the number of employees, which are required in every
department for services. For instance, the demand of 60 employees is there for room service
and 20 employees are needed for salon services. Further 10 more are needed for spa
services and so on. Hence, for this purpose, the supply forecasting is done according to the
qualification and skills of the employees of Marriott International. Therefore, it can be said
that justifying this plan can be done when the suggested plan turns out to be cost effective.
Henceforth, it can be said that demand and supply forecasting creates a balance between
the trends faced by business through their activities implicates demand. Supply is implicated
through determination of the valuable candidates those can fulfil the vacant seats required in
Marriott International. Therefore, to meet the demand for labour in Marriott International, they
prefer hiring full time employees.
LO2 Evaluating the effects of employment law and employee
relations on the service industries
P 2.1 Illustrating the present state of employment relations
Human growth is considered as the base of every human relationships connected with each
other and one another. However, developing this relationship amongst each other turns out
to be challenging for Marriott International. Brewster et al. (2018) commented that good
relationships beget good relationships and vice versa. Hence, they prefer maintaining
employment relations in order to achieve success in their business. Henceforth, their current
state of employment can be termed as the following:
● Leadership- HRM helps in establishing a positive work culture that encourages the
healthy working relations through less destructive competition and ample amount of
creativeness (Collings et al. 2018:22). In this scenario, the managers are appropriate
examples in human relations. In addition, an employee prefers a valuable leader who
can guide them with their work. Hence, maintaining a good behaviour towards other
helps in keeping a positive attribute towards the organisation.
● Maintaining a healthy and happy environment- Employees get better at work if they
find less stress at their workplace. Marriott International, therefore keep their
workplace happy and healthy in order to make their employees feel secure to work
with them. Hence, this contribution helps in growing business in the UK.
8

● Keeping positive attitude- Regardless of any other employee working alone, the
productivity remains less because work done does not produce benefit to the
organisation (Espino-Rodríguez & Gil-Padilla, 2015:16). Individual effort is only a part
of collective work parcel that help in achieving success in global market. Therefore,
bearing a positive attitude towards every worker during his or her need and seeking
help when required help in growing positivity at workplace.
● Trust- Work relationships enhances if enough trust is found among the workers,
staffs and their co-workers in an organisation. In this context, Marriott International
takes care in building trust among everyone who is working with them (Gannon et al.
2015:70). This helps them in opening up and accepting each other’s weaknesses
regarding work. In addition, it helps in motivating and encouraging others without any
prejudices.
● Less complains- Any work culture must encourage efficient productivity among their
employees. Managers, being the forefront of every demonstration of work pressures
are open opportunities in disguise. Apart from that mutual share is maintained by
complaining less and working more.
Marriott International being a largely use organisation, have huge number of customers as
tourists and businesspersons. These staffs are provided with proper training at work
(Ahmad, 2015:1030817). Marriott International has foreign customers and cuisines, which
are delivered to their VIP customers as a necessary and exceptional service. For that, they
need to take people who are able to meet and greet customers in a positive way. On the
contrary, the disputes that occur at workplace includes of conciliation services, employment
tribunals and meditation (Girard & Girard, 2015:15). They study the employment conditions
at workplace, flexible working time and wages formation. Marriott International also looks
after the quality of work, equality and diversity. Wide range of clients especially employee
representatives; employee and employers are worked by this organisation to maintain their
current state of employment relations.
P 2.2 Discussing the effect on management of HR resources by employment
laws (M1)
As commented by Helmreich & Merritt (2017), employment laws have huge effect on
managing HR for Marriott International. This organisation has most of its clients in foreign
nations and countries, who demands for excellent services from them. Therefore, Marriott
International follows few laws, which are as follows:
1. The Equal Pay Act, 1970 prohibits less favourable treatment between men and
women in terms of employment and pay in Marriott International.
9

2. Race Relation Act, 1976 resembles protection against discrimination according to
religion or race.
3. Trade Union Rights Acts, 1995 helps Marriott International to maintain their trade
relation with other nations and countries. Marriott International has its business in the
UK as well as worldwide. Hence, it needs to maintain proper employment relations to
avoid problems in their ongoing business.
4. Employment Protection Act, 1976 protected jobs of every individuals and offered
them with retirement schemes by Marriott International.
5. Sex Discrimination Act, 1978 was approached by Marriott International to render
unlawful activities regarding sex and later establish a commission, which will fight for
the people suffering from such discrimination or related purposes.
6. Employment Relation Act, 2000 helps in amending the Employment Relations
Amendment Act, 2001 and provides a structure to negotiate agreements for the
employers and the employees.
7. Equality Act, 2010 protects the employees of Marriott International legally from any
kind of discrimination at workplace. It has therefore, replaced the earlier anti-
discrimination laws within a single Act.
8. Advisory Conciliation (ACAS) is a non-departmental public body,which is run by
the Government of the UK. It helps Marriott International to improve their work within
the organisation by achieving promotion and strong relations with the industry.
Therefore, it is the duty of the HRM to keep these laws in mind and follow them efficiently in
order to clear all the grievances faced by every employee of Marriott International. Employee
satisfaction regarding their job has to be the most important look out to avoid trouble for the
organisation.
LO3 Analysing the selection and the recruitment process
P 3.1 Interpretation of person specification and job description (D1)
The term ‘recruitment’ is defined as the whole process of selection and appointing
appropriate candidates for appropriate posts in Marriott International. Incorporating activities
that will take place in future for attracting people defines job requirements and person
specification (Hornstein, 2015:295). Recruitment can be classified into two different types
specifically as:
(i) Internal- Searching people within the organisation to fill up the existing positions is known
as internal recruitment. The application of Promotion and Lateral Hiring help Marriott
10

International to work accordingly. In this process of hiring, the cost of training is very low and
the employee knows every ways of working with Marriott International. Hence, that employee
can easily fit in the organisation.
(ii) External- This recruitment leads to hiring people with fresh talents from outside the
company. Publishing ads or letting others know through various other communication means
falls under this type of recruitment (Jayaweera, 2015:271). Thus, to add new zeal to the
organisation fresh faces are appointed and approaches by Marriott Internal to boost their
moral.
Demonstration of professional understanding of knowledge and skills help in achieving a
clear list of job responsibilities. Moreover, a job description gives direction to the recruitment
process and help in pointing the most effective interview questions regarding the company.
Misunderstandings are lessening and successful candidates perform their duties efficiently.
Thus, they also hire in different other methods such as recommendations attained by
satisfied customers, recruiting, exhibitions and universities and colleges (Jogaratnam,
2017:110).
1. Exhibitions- Job fairs get people attracted towards their well-known jobs because
they have many options to approach any companies they fit to.
2. Universities and Colleges- Fresh talents turns out to be the essence of every
business. In this reference, Marriott International prefer visiting colleges and
universities to recruit fresh talent in hospitality business.
3. Headhunting- The companies related to hospitality apply this method to fill their top
jobs because they are looking for the best.
4. Recommendations by customers- Customer satisfaction is necessary and is proven
as the highly effective means for recruiting fresh faces.
Marriott International provides its loyal customers with various types of discounts. They
exemplify choice without any compromisation. One of the brands of Marriott International,
Marriott Bonvoy is new to the industry that provides all the three loyalty programs of Marriott
International, which are Marriott Rewards, the Ritz-Carlton Rewards and SPG. It is
considered as the world’s largest loyalty program that allows 125+ million of members, who
are enjoying them (Ladkin & Buhalis, 2016:340).
P 3.2 Comparing of selection process (M2,D2)
Different industries have different ways of selecting candidates for their organisation. Hence,
providing service help Marriott International to reach their goals. In this context, Marriott
International preferred four major steps to select an efficient employee for their hospitality
business. The steps are as follows:
11

● Screening- Recognising a person is obvious through valuation and observation. The
curriculum vitae of the candidate emphasises on all the efforts, which are made by
that person. This CV helps Marriott International to value the skills and facts of the
candidate applying for job in this particular organisation.
● Telephonic Interview- The message skills are recognised through telephonic
interviews. It is a two-way progression. Any over-qualified employee is trained to ask
questions to the new candidate over the phone. In addition, it allows understanding
communication skills of that specific candidate (Lugosi & Jameson, 2017:165)
● Main Interview- The interview is done face to face with the employee and the
employer. Existence and looks are important is hospitality business.
● HR round- The final round that is conducted by the HRM team in order to guarantee
the job to the candidate for the applied position in the HR round. The finalising of
payment and other terms and conditions are looked after by the HRM.
On the contrary, other than Marriott International another industry, which is being concerned,
is a retail industry, Walmart in the UK. Hence, one being a hospitality industry has different
ways of recruitment and the other being retail industry follows the external recruitment. This
is a slow and complicated process and in Walmart, they require right fit for the company.
Therefore, potential candidate with proper investigated background are hired for Walmart
(Martin et al. 2015:750). Nonetheless, they arrange job fairs through which they can get
people who are interested in their organisation and is looking for a stable job. Therefore,
Walmart always try to invite fresh talent, and this helps them in growing their retail business.
LO4 Understanding training and development in the organisation
4.1 Assessing the contribution of development and training activities (M3, D3)
Career development and training at Marriott International aims in growing careers and
ensuring the best service for the customers. HR training and development acts as the
creator of something that an organisation can take forward for their good. Thus, HRM has to
be professional and appropriate in order to result a bureaucratic setup for the organisation
(Mostafa et al. 2015:746).Training is defined as the process of knowing essential skills,
which are required for a particular job. It helps in targeting goals and operating hence wise.
The general training program at Marriott International aims at improving the services
produced to the clients and helping service providers for growing few areas of training are as
follows:
12