Line Manager Challenges and HR Processes at Marriott Report

This report provides an analysis of people management practices at Marriott International, focusing on the challenges faced by line managers, particularly in the context of the COVID-19 pandemic. It identifies key issues such as employee retention, communication breakdowns, and the need to adapt to innovation. The report explores the knowledge, behaviors, and skills required for effective people management, emphasizing the importance of motivation, communication, and leadership. It also examines HR processes like performance management reviews and 360-degree appraisals. The report concludes with recommendations for improving hygiene and safety standards, attracting customers, and enhancing overall performance, providing a comprehensive overview of strategies for success in the hospitality sector.

Project

Table of Contents
INTRODUCTION...........................................................................................................................1
Contemporary issues faced by line manager while people management process.......................1
Knowledge, behaviours and skills required to be in an effective people manager......................2
HR process that underpin management for effective performance management (500)..............4
Recommendations............................................................................................................................5
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
This report gives a brief analysis of management of people in the company with the suitable and
effective measures. If the company is not able to come up with techniques and standards then
they won’t be able to survive in the market. This is why management of people is considered as
necessary and crucial aspect. It also highlights the issue and impact that covid-19 has left on the
business of travel and tourism because of which the sector of hotels is suffering to survive in the
market. Marriott International, Inc. is an American multinational diversified hospitality company
that manages and franchises a broad portfolio of hotels and related lodging facilities. This report
highlights on the issues such as the impact of decisions of line managers in the aspect of process
of managing the people of the company. Knowledge, skills and behaviours that makes the
manager of the company effective for them. Process of HR that emphasizes on management of
performance. Other than this there are various factors which have been highlighted as they are
considered to be important. This report emphasizes the importance of leadership and motivation
which helps the business to make protocols and standards up to the conditions and demand in the
market (Liao and Ai Lin Teo, 2018).
Contemporary issues faced by line manager while people management process
Retailers of UK are the one who got affected the most and hospitality sector is one of the main
sector that also got affected. In regards to Marriott hotel it can be said that line manager is facing
several problems due to this pandemic covid-19. Some main problems that line manager are
facing include:
Retention of employees: It is one of the other main issues that is also known as talent
management. Due to some factors and lack of effective working environment, employees are less
likely to stay with the company. Line manager is facing problems in making employees aware
about effectiveness of their strategies and retaining them. One of the other main reasons that
have been found is work load or lack of health and safety at -working environment due to covid-
19. Due to Covid-19, everyone wants to be safe and working at place that follows all guidelines,
safety tools and other equipments (Ferdian and et.al., 2020). So, it is important for line manager
of focusing on this area for accomplishing goals and increasing staff retention rate. For retaining
employees line manager require implementing effective policies and theories like democratic
leadership, motivational theory and others.
1

Employees’ relationship: It is found that due to covid-19, people are not allowed to gather at
one place and because of this, employees face problems in sharing their views, information’s and
needs with line manager. Due to lockdown and covid-19, this hotel cuts down some jobs and it
affected relation of employees with line manager. Now after becoming situations normal to some
extent, hotel is facing problems in employing existing skilled workforce. Communication is one
of the main reasons behind it. It has changed the way in which line manager used to
communicate and interact with all of its employees (Lee, Kim and Kim, 2019). It creates barriers
and miscommunication that increases conflicts and it becomes reason of poor relation. Company
can focus on communicational and leadership style for listening needs of employees and sharing
information.
Adapting to innovation: It is other main problem because several changes happen in business
environment and due to all these changes employees face problems as they have to change their
ways of performance. Due to several changes like climate change, employees are bound of
working from home, remote working and bringing some innovative ideas. Due to resistance of
employees, line manager facing problems in adapting to innovation within business and this
problem is directly affecting its performance and overall productivity. Due to lack of innovation
and creativity, hotel is facing problem in being in the competition and attracting customers. So,
in this regards it can be said that company can make use of change management theory like
McKinsey 7 S change management and can also focus on motivational theory for motivating
employees towards adapting changes and bringing innovation (Al-Ali and et.al., 2017).
So, from the above discussed all contemporary issues that line manager of Marriott hotel is
facing it can be said that it mainly requires focusing on motivation and communication with
employees.
Knowledge, behaviours and skills required to be in an effective people manager
For becoming an effective people manager for recruiting skilled workforce, motivation, training
to employees and retaining them they require having some skills like:
Motivation: An ability to motivate employees is one of the main key of success of business and
improved productivity. It is found from above discussed issues that line manager require
motivating employees for increasing staff retention rate and making them able to adapt changes.
When employees get whatever they want and for what they are doing job, then they become
2

loyal and Support Company. So, in this regard it can be said that Marriott can make use of
Hertzberg’s theory that consists of 2 factors such as:
Motivators: It includes all those factors that encourage and motivate employees towards
accomplishing goals, bringing creativity and innovation within organization. It includes:
appreciation, achievement, responsibility, advancement and growth. So, it can be said that for
motivating and improving job satisfaction, line manager requires appreciating employees and
providing promotional and other growth opportunities.
Hygiene factors: These factors do not encourage and motivate employees towards working
harder but their absence can de-motivate them (Alshmemri, Shahwan-Akl and Maude, 2017). So,
for getting work done in an effective manner line manager require providing effective working
environment, salary, security, remuneration, supervision and implementing company policies.
Good communication: Communication is one of the main skills that make line manager
effective. This ability helps line manager in influencing employees and making them able to do
work in an effective manner. Communication is not limited to provide information but for that it
is important of having active listening for understanding needs of employees. For this line
manager can implement 5 C communication theories. As per this model, line manager requires
focusing on clarity, completeness, conciseness, concrete and cohesive. When exchanging
information, line manager needs to make sure that whatever they are sending and receiving have
clear information, complete information and concrete for understanding (Oubei and et.al., 2017).
Leadership: Leadership refers a way of guiding and supporting as well as leading employees.
There are 2 pillars of company’s success such as management and leadership. By making use of
an effective leadership style and having an ability to lead employees in an effective manner
because leader is the one who work with employees and for employees well being. Ability to
motivate employees and getting work done as well as influencing them. So, in this regard it can
be said that company can make use of transformational leadership style.
Transformational: As per this style, leaders encourage, motivate and support employees in their
tasks and help them out in performing functions in a timely and effective manner. When
employees get support and encouragement then it makes them feel valued they feel that leader is
taking their needs and views into consideration (Sahu, Pathardikar and Kumar, 2018). It
improves their performance and also reduces errors. This improved performance boosts their
3

confidence, makes them loyal and increase trust towards hotel. It is beneficial for both company
and employees.
HR process that underpin management for effective performance management
Performance management review
This aspect is concerned with the management of Marriott looking after the performance of the
team of employees as it helps them to determine the level of satisfaction they can provide to their
customers and assess their qualities and areas which needs improvement. With the help of this
the management and HR of the company is able to set standards for them so that they can
achieve growth in future. This aspect has become necessary for the company as at the time of
Covid-19 pandemic the sector of travel and tourism has been badly affected and if companies
such as Marriott do not comply with these measures then they will not be able to survive in the
market. It is because of the factors and techniques such as these they will be able to convince
their customers that they will be safe to visit and choose their place for vacation or business
related work. If the review of the employees is done effectively then they can take out their
problems and assess the areas where they need improvement. This way HR of the company can
align the members of the team on a path that is beneficial for both of them. In order to do it
successfully it is necessary that they comply with measures such as effective communication
between them and timely evaluation of the members so that they can meet success (Jyoti, 2019).
360 degree appraisal
The method of 360 degree appraisal is used by many companies such as Marriott in the market.
It works on the assessment and evaluation of up to 10 members of team. On the basis of
collection of data from these people the management and HR of the company rest their decision
because they are the ones who work with employees. Marriott also allows the employees to join
this aspect and prove their worth to the company. This aspect works with the help of co-workers
providing their analysis and review of employees. The HR of the company has to coordinate with
them so that they can respond to their feedback by making the employees understand where they
are lacking so that they can improve their work and enhance their competencies which will be
beneficial for both of them. At the time of Covid-19 pandemic it was getting difficult for the
company to provide long term retention to all the employees in order to overcome this issue they
implied this method as it gives surety to the HR of the company that their resources are not
4

getting wasted. This method has also helped Marriott to enhance and improve the aspect of team
work so that they can come up with different measures and techniques to come out of the flux of
Covid-19 (Wæraas and Dahle, 2020).
Recommendations
It is necessary for the management and HR of Marriott to discuss and come up with techniques
that are beneficial for their business and convince their potential customer base that their
facilities are safest among their competitors. In order to do that it is necessary to improve the
level of hygiene and safety standards that gives them surety that they are safe from covid-19 in
Marriott. Also it is necessary that they bring changes in their processes so that they can attract
more customers and serve more of them as the sector of tourism has been harshly affected and it
is very difficult for them to overcome. If they comply on these measures then they will surely be
able to leave the competition and buzz of Covid-19 behind in the market. The leaders and
management of the company needs to focus on the deals and packages they offer as they need to
reduce it and make it more attractive so that they can extent the use of their resources and
increase the base of customers.
CONCLUSION
From the above study it has been summarized that it is necessary for the management and leaders
of the company to evaluate their employees time to time so that they can utilize the resources of
the company only in those areas where they can take out optimum results. It is necessary and
helpful for the management of the company to imply methods such as performance management
review and 360 degree appraisal so that they can assess the current performance of their
employees and make improvement in those areas which can help the company to achieve
growth. It is necessary for them to improve the aspect of leadership and motivate them so that
they can continue to work well and increase their potential which will be beneficial for the
business of Marriott.
5

REFERENCES
Books and Journals
Al-Ali, A.A. and et.al., 2017. Change management through leadership: the mediating role of
organizational culture. International Journal of Organizational Analysis.
Alshmemri, M., Shahwan-Akl, L. and Maude, P., 2017. Herzberg’s two-factor theory. Life
Science Journal, 14(5), pp.12-16.
Ferdian, A. and et.al., 2020. Employees Turnover Intention in Indonesia: Do Intrinsic Motivation
and Affective Commitment Can Overcome The Problem?.
Lee, Y., Kim, K.H. and Kim, J.N., 2019. Understanding the impacts of issue types and
employee–organization relationships on employees’ problem perceptions and
communicative behaviors. Corporate Communications: An International Journal.
Oubei, H.M. and et.al., 2017. Simple statistical channel model for weak temperature-induced
turbulence in underwater wireless optical communication systems. Optics
Letters, 42(13), pp.2455-2458.
Sahu, S., Pathardikar, A. and Kumar, A., 2018. Transformational leadership and
turnover. Leadership & Organization Development Journal.
Wæraas, A. and Dahle, D.Y., 2020. When reputation management is people management:
Implications for employee voice. European management journal, 38(2), pp.277-287.
Jyoti, K., 2019. Green HRM–People Management Commitment to Environmental Sustainability.
In Proceedings of 10th International Conference on Digital Strategies for
Organizational Success.
Liao, L. and Ai Lin Teo, E., 2018. Organizational change perspective on people management in
BIM implementation in building projects. Journal of management in
engineering, 34(3), p.04018008.
6

7

8

9