Talent Management's Impact on Customer Service: Marriott Hotel

This research project investigates the role of talent management in customer service delivery, focusing on Marriott Hotel as a case study. The report begins with an introduction outlining the background, rationale, aims, objectives, and research questions. It then delves into a literature review, exploring the concept of talent management, its importance in the hotel industry, and the challenges faced. The research methodology section details the research philosophy, approach, and methods used, including primary and secondary research techniques. The project further analyzes data, discusses research outcomes, and reflects on the effectiveness of the applied methods, offering recommendations for future research. The report includes a table of contents, research ethics approval form, references, and appendices, providing a comprehensive overview of the study's findings and conclusions. The project aims to understand the effectiveness of talent management in providing effective customer delivery service.

Research Project

Table of Contents
CHAPTER ONE..............................................................................................................................1
INTRODUCTION...........................................................................................................................1
1.1 Background of research....................................................................................................1
1.2 Rational of research..........................................................................................................2
1.3 Research Aim...................................................................................................................2
1.4 Research Objective...........................................................................................................2
1.5 Research Question............................................................................................................2
1.6 Conceptual framework of project.....................................................................................2
LITERATURE REVIEW................................................................................................................4
CHAPTER TWO.............................................................................................................................4
2.0 INTRODUCTION............................................................................................................4
2.1 Concept of talent management within organisation.........................................................4
2.2 Importance of talent management in Marriott Hotel in rendering customer service.......4
2.3 Challenges faced by Marriott Hotel while managing the talent to deliver customer service.
................................................................................................................................................5
P2 Examine appropriate research methods and approaches to primary and secondary research.
................................................................................................................................................5
TASK 2............................................................................................................................................7
P3 Conduct primary and secondary research using appropriate methods for a business
research project that consider costs, access and ethical issues...............................................7
P4 Apply appropriate analytical tools, analyse research findings and data...........................8
TASK 3..........................................................................................................................................18
P5 Communicate research outcomes in an appropriate manner for the intended audience. 18
TASK 4..........................................................................................................................................18
P6 Reflect on the effectiveness of research methods applied for meeting objectives of the
business research project......................................................................................................18
P7 Consider alternative research methodologies and lessons learnt in view of the outcomes.18

RECOMMENDATION.................................................................................................................19
CONCLUSION..............................................................................................................................19
Unit 18 and Unit 19 Research Project (RQF) L5 Project Proposal Form......................................20
Research Ethics Approval Form........................................................................................27
Before competing this form, we advise that you discuss your proposed research fully with
your Unit Tutor. Please complete this form in good time before your research project is due to
commence.............................................................................................................................27
REFERENCES..............................................................................................................................35
Appendix:.......................................................................................................................................35
Questionnaire........................................................................................................................35

TOPIC
Role of talent management on customer service delivery
RESERACH TITLE
“To examine the role of talent management on customer service delivery. Case study on
Marriott Hotel”
CHAPTER ONE
INTRODUCTION
In present scenario of marketplace, talent management is regarded as one of the integral
origin of gaining competitor benefit as it generate worth for an organisation in an efficacious and
prompt manner. In simple terms, talent management is refers to a procedure of predicting or
anticipating the requirement of human capital within company to meet firm pre ascertained
content or objective in an improved manner (Danquah and Wireko, 2014). However, an
establishment which contain highly skilled or talented workforce enable firm to accomplish its
business objective in a stipulated period of time in an productive and innovative style (Danquah
and Wireko, 2014). Due to this, it aid organisation to control over conflicts or disputes as well as
to decrease turnover rate that enhance the proficiency of firm in an effective way. For this
project, Marriott Hotel has been considered which is one of the reputed and multinational
diversified hotel and it is established in the year of 1927. This project pertain research objective,
aim, rationale, research methodology, data collection, recommendation for achieving amended
result in an improved mode.
1.1 Background of research
Talent management is one of the important discipline within organisations s it concern
with managing and handling existing manpower as well as predicting required personnel within
functional areas for an achievement of pre determined objective (Collings, Scullion and
Caligiuri, 2018). Moreover, proper allocation of resources and delegation of task by Marriott
Hotel superior empower them to maintain better coordination or collaboration within team
members that strengthen its proficiency rate. Additionally, identifying each individuals skill or
potentiality help firm management to control over employee turnover rate which improves
Marriott Hotel overall performance.

1.2 Rational of research
The rational motive behind choosing this theme is to examine the function of talent
management within concern functional areas for achieving the pre determined goal within
prescribed time frame in an amended manner. Due to an increased rate of rivalry among
establishment, it encouraged investigator to conduct a study on understanding the value of
managing personnel so that they can impose their full endeavor towards an achievement of
increased level of proficiency ratio. Along with this, it help Marriott Hotel to analyse market
trend and empower them to make use of available resources for maximising profit in an effectual
way (Dickinson, Sullivan and Head, 2015). Therefore, present condition of marketplace
motivate an investigator to choose this title as it help them to build high performance working
culture within Marriott Hotel in a better manner (Eneh and Awara, 2016).
1.3 Research Aim
“ To understand the effectiveness of talent management in providing effective customer
delivery service”.
1.4 Research Objective
 To study the concept of talent management within organisation.
 To determine the importance of talent management in Marriott Hotel in rendering
effective customer service (Taylor, 2018).
 To examine the challenges faced by Marriott Hotel while managing the talent to deliver
customer service.
1.5 Research Question
 What is the concept of talent management within organisation?
 What is the importance of talent management in Marriott Hotel in rendering customer
service?
 What are the challenges faced by Marriott Hotel while managing the talent to deliver
customer service?
1.6 Conceptual framework of project
Under this phase, it signifies the segmentation of whole project which enable researcher
to examine the accurate issue for providing the best outcome in a better manner. However, the
structure of this report are mentioned below:

Chapter 1: Introduction: It is an initial stage of project in which it encompasses aim,
objective, reason behind selecting the topic, research questions and hypothesis. With the
implication of all these elements, an investigator is able to carry out each activities of report in a
systematic manner.
Chapter 2: Literature Review: It is considered as the second phase of this report in
which it signifies various studies or concepts regarding specific topic and it is done by different
authors or scholars in the form of articles, journals, publication and etc.
Chapter 3: Research Methodology: This is the third section in research that consider the
ways or methods to gather data for particular topic. Under this, it involves research philosophy,
time horizon, limitation, data collection method, budget and so on (Knight and Liesch, 2016).
Chapter 4: Data Analysis and interpretation: Under this stage, it is relate with
developing theme and providing relevant representation for collected data from targeted
population. In respect of this task, researcher make utilization of questionnaire which assist
investigator to obtain reliable and accurate information from population in order to develop
authentic project.
Chapter 5: Research outcomes: It is a discussion of both data sources i.e. primary and
secondary. For current research, surveyor uses primary method for preparing questionnaire and
secondary data for accumulating content about topic from articles, journals i.e. in the form of
literature review.
Chapter 6: Reflection and recommendation for future alternative research
methodology: Under this subdivision, researcher shares their experience which they have
acquired while processing the project as well as recommend some valuable suggestions for
future improvement and development in a better way.
Chapter 7: Conclusion:This is the last phase of research which include all the activities
that has been performed for the completion of project. Hence, it is integral for investigator as it
aid them to render best outcome.

LITERATURE REVIEW
CHAPTER TWO
2.0 INTRODUCTION
In this chapter, researcher acquire information from various scholars and publishers and
presented those collected data in the form of review of literature.
2.1 Concept of talent management within organisation.
In the view of Prachi Juneja, 2015, Talent management is one of the essential component
in an organisation as it enable managers to accomplishing its desired aim in an efficacious and
prompt way (Benefits of Talent Management, 2015). In simple terms, it refer to those procedure
that is relate with enrichment of present individuals skill or capability as well as adapting
innovative tools for recruiting more personnel towards company that improves firms proficiency.
Additionally, a strong and economical talent management method aid hotel industry to attract
and retain top talents as well as developing a bottom line influence on profitability or
profitability which strengthen its customer service. Moreover, talents has been regraded as more
important aspect in hotel industry as it generates high performance and revenues as well as
empower establishment to attract large pool of individuals to an organisation. Furthermore, as
per current research, it has been signified that personnel or talents in the hospitality drives
improvements and enhancement in productivity, quality and innovation.
2.2 Importance of talent management in Marriott Hotel in rendering customer service.
According to Elizabeth Quirk, 2018, Talent management is relate with those activity
which is relates with recruiting, managing, developing, retaining employees in order to
accomplish the desired goal within prescribed time period. There are several advantages which
talent management impose over organisation is that it empower them to acquire best recruitment
techniques for attaining highly skilled personnel that improve its overall performance in an
improved way (The Top 5 Benefits of Having a Talent Management System, 2018).
Furthermore, it help superior to provide enormous opportunity to each employees and empower
them to participate in business activities that enrich firm's working culture and create better
relationship among team members. In addition to this, there is direct relationship between talents
management and customer service in hospitality division because when manpower feel
increased level of satisfaction from company's working culture then it lead them to give best

service to its targeted customer in an amended way. With such relationship, it has been signified
that the aspect of talent management plays a significant role within hospitality sector as it help
them to retain its customer for longer time duration and also to capture the attention of wide
range of population towards the brand (Berger, Berger and Education, 2018).
2.3 Challenges faced by Marriott Hotel while managing the talent to deliver customer service.
As per Rachel Blakely- Gray, 2017, Although talent management is an effective tool yet
it impose several difficulties if it is not managed properly. The foremost challenges which hotel
industry faces in recruitment process as it directly link with the firm's productivity and brand
value. However, wrong decision regarding placing personnel may lead to generate employee
turnover and decrease firm's proficiency. (How Recruiters Can Help Solve Talent Management
Challenges, 2017). Furthermore, ineffective leadership skill brings huge difficulties within
business premises as it create misconception or miscommunication among team members which
reduces the brand image as well as develop disputes. Along with this, the difficulty which hotel
industry faces while managing its talents is that resistance to change attitude of employees or
clients. IN this regard, it directly influence over company's brand image or goodwill and also
reduce the potentiality of industry to acquire competitive position among competitors.
Therefore, proper delegation of task as well as rendering effective training programs help
hospitality division to acquire best position within competing working culture.
P2 Examine appropriate research methods and approaches to primary and secondary research.
Research methodology is the way in which research problems of particular topic are
solved in a systematic and scientific manner in order to produce relevant and valid project
within market (Kotler and et. al., 2015). Hence, research methodology section plays a significant
role in this report as it enable researcher to identify accurate data about current topic as well as
help them to implement best decision for creating valid project among market. Some of its
elements are explained below:
Research philosophy: This phase is signifies as the way or method of collecting data for
particular topic. It is classified into two form i.e. interpretivisim and positivism. In regard of this
research, surveyor utilise interpretivisim as it is considered as more effectual than other tools,
The reason behind for not selecting positivism because it is not much efficacious compare to
interpretivisim.

Research approach: It is defined as a structure or procedure for executing the research
activities in a better manner. This is divided into inductive and deductive approaches. In context
of this project, deductive approach has been considered as it enable an investigator to develop a
hypothesis situation for current theories or concepts. Whereas, inductive approach fails to
provide the same as it concern with generating new theory from the collected data.
Research method- It is basically of two type that consist of quantitative and qualitative
research method. Use of quantitative is mainly made to collect data in numeric forms thus, lead
to better presentation of fact. On the other hand, qualitative is associated with conducting
research work in depth thus, it seems more suitable and viable for current investigation to get
better perspective and view point of respondents (Tafti, Mahmoudsalehi and Amiri, 2017).
Research Strategy: This component is relate with systematic plan or path which help
researcher to accomplish its project task in a improved manner within stipulated period of time.
It involves questionnaire, case study, survey, interview and etc. For current project, questionnaire
has been utilised by investigator as it assist them to gathered accurate information from
population who are selected randomly.
Research Choice: This element help researcher to complete the desired project within
prescribed time frame. This is divided into types i.e. qualitative and quantitative. In case of this
report, surveyor applies qualitative method as it aid them to gain in- depth perceptive of peculiar
content. While quantitative method relates with expressing the data into facts, figures, graphs
(Livermore and Soon, 2015).
Time Horizon: This stage enable researcher to fulfil the entire activity of particular
project in desired time frame in a amended way. For this existing research, Gantt Chart has been
utilised which help an investigator to plan effectively about all activity in order to accomplish
within prescribed time frame.
Techniques and Procedures, and Research Instruments:This determinant signifies that
the method or instruments of gathering information for completing the specific report in a better
mode. For this project, questionnaire has been regarded as important instrument that assist
investigator to obtain relevant information in order to make authentic research.
Data sources:This is divided into two sort i.e. primary and secondary which is wholly
based on collecting data. For this project, primary source is used in the form of developing

questionnaire as well as secondary source is also utilised by acquiring content from different
articles, journals.
Research Sampling:It is concern with those aspect i.e. selecting a targeted respondents
from the larger range of population. Moreover, it is classified into probability and non-
probability. In regard of this investigation, investigator make use of non- probability method as it
contain few cost comparable to probability sampling. The sample size for this project is 20
respondents.
Research limitation:This research undergoes with an issue of availability of less time
period in accumulating the opinion from respondents.
Reliability and validity of research:This phase help researcher to gather relevant or
reliable substance for developing genuine project.
Research budget:It is refer to those cost which incurred for accomplishing the task in an
efficacious way.
TASK 2
P3 Conduct primary and secondary research using appropriate methods for a business research
project that consider costs, access and ethical issues.
Research methodology contains two different kinds which is named as primary and
secondary that enable investigator to achieve its task in a systematic and improved mode. There
are several issues which occurred while processing primary and secondary method within
particular research are as follows:
Cost: This element is considered as one of the essential tool as it provide the idea to
researcher regarding expense which incurred for the fulfilment of specific report. However, in
case of this report, researcher require certain amount of capital as it conduct questionnaire,
collecting data from secondary sources. Moreover, developing objective, aim and giving suitable
recommendation help surveyor to produce valid and reliable project within market (Nzewi,
Chiekezie and Ogbeta, 2015).
Access: This element is one of the essential component for organising primary as
secondary research method. However, for this current project, investigator make use of several
online sources like e-mail, internet of things and many more that assist them to access valid and
reliable information.

Research ethics: This phase consist of validity, consent, confidentiality which aid
researcher to acquire better outcome that improves the value and quality of project.
Questionnaire: This tool is one of the productive way for primary data as it collect
through questionnaire. Moreover, by implying this technique help researcher to obtain valid info
about enhancing the potentiality of Marriott Hotel personnel and brand image.
P4 Apply appropriate analytical tools, analyse research findings and data.
Theme 1: Concept of talent management
Q1) Are you aware about the concept of talent management? Frequency
a) Yes 15
b) No 5
a) Yes b) No
0
2
4
6
8
10
12
14
16 15
5
Frequency

Interpretation: From the preceding drawn chart, it has been evaluated that out of 20 responsive,
15 people agrees that they are conscious about the term talent management as it help Marriott
Hotel in improving its overall performance. Whereas, remaining 5 personnel disagrees the same.
Theme 2: Benefits of talent management
Q2) What are the benefits of talent management for Marriott Hotel ? Frequency
a) Retain top talents 8
b) Easily develop workers 4
c) Help in hiring quality manpower 8
a) Retain top talents
b) Easily develop workers
c) Help in hiring quality manpower
0
1
2
3
4
5
6
7
8
8
4
8
Frequency