Report: Analyzing Talent Management in the Service Industry (Sheraton)

This report provides a comprehensive analysis of talent management strategies within the Sheraton Hotel chain. It begins with an introduction defining talent management and outlining the project's aims and objectives, which include determining effective talent management strategies, evaluating their impact on performance, and analyzing implementation challenges. The report details a project management plan covering scope, cost, time, quality, communication, risk, and resources. A work breakdown structure and Gantt chart are used to visualize project timelines. The research employs both qualitative and quantitative methods, including questionnaires administered to Sheraton managers. Data analysis is performed using thematic analysis, exploring themes such as the impact of talent management on performance, benefits of talent management, challenges faced, and optimal strategies. Secondary data from academic sources supports the findings, highlighting the importance of talent management in the hospitality sector. The report concludes with insights into how Sheraton can improve talent management practices to enhance employee satisfaction and overall performance.

Talent Management in
the Service Industry

Contents

INTRODUCTION
Talent management means arrangement of needed employees for an organisation in order to plan
the operations effectively and accomplishment of desired objectives. This is a process of finding,
developing, training and aligning the employees toward the goals and objectives of the
organisation (Alferaih, Sarwar and Eid, 2018). For performing this project, the Sheraton hotel
which is a multinational hotel chain that offer high quality accommodation services throughout
the world and being owned by the Marriott hotel. This report contains the detail regarding the
aim, objective and project management plan along with the methods used for investigation. In
addition to this it also includes data analysis, recommendations along with the reflection over the
experience throughout the investigation.
TASK 1
P1) The aims and Objectives of research
Talent management refers to the systematic process of determining the vacant position in
order to hire the most suitable candidate, developing the skills or capability of existing in order
to match them with the position and retaining them for the accomplishment of long-term
business objectives. This is considered to be most crucial practice for an organisation as it helps
in ensuring that the workforce must contain with desired skills and capabilities so that it would
be able to perform its operations appropriately for achieving the organisational goals. The
Sheraton hotel and Resort is one of the leading international hotels that maintains a chain of hotel
throughout at several different part of the world for offering accommodation related services.
Therefore, it has to go through several challenges as each country is different in term of its
choice or expectation toward the accommodation services (Bharwani and Talib, 2017).
Therefore, the Sheraton hotel and resort must focus over talent management as it helps them in
keeping its workforce prepare for satisfying the changing need and expectation of customers.
Aim:-
“To develop the talent management strategies and its impact on overall corporate
performance of hospitality organisation. A case study on Sheraton”.
Objectives -
 To determine different talent management strategies for hospitality organisations.
 To evaluate influence of talent management strategies on performance of Sheraton.

 To analyse the challenges that Sheraton can face while implementing talent management
strategies.
Research questions:
 What are different talent management strategies for hospitality organisations ?
 What is the influence of talent management strategies on performance of Sheraton?
 What are the major challenges that Sheraton can face while implementing talent
management strategies?
P2) project management plan that covers aspects of cost, scope, time, quality, communication,
risk and resources.
It is a document that presents detail regarding several type of activities required to
be performed for accomplishing a project (Hua, 2016). The several aspects involved within
the project are mentioned below:
Sources of Plan Description
Scope The scope of project for Sheraton is it become able to capture
larger market share and be able to enhance brand image while
maintaining positive relation with target market. In addition to
this proper talent management will support Sheraton hotel in
achieving the economies of scale (Bruni, Cassia and Magno,
2017). Aditionally the investigator become able to enhance
knowledge in this area that support in future course of cation
and also support in upcoming investigation that are related
with this area.
Cost For identifying the estimated cost of research is a budget that
being prepared in which the estimated amount for the
organisation will be £35000. On the other side the budgeted
amount needed by researcher will be £1500.
Time
For accomplishing the set of activities involved within the
project required around 76 days. On the other side the

researcher will require around 48 days to complete the
investigation project (Dwyer and et. al., 2016).
Quality Sheraton hotel can provide high quality services to its
customers while managing the internal talent effectively that
support in dealing with the changes present in external
market. The researcher can make use of primary data for
performing the investigation in order to get authentic
information of good quality for achieving the organisational
goals.
Risk For Sheraton hotel the risk involves in time, preparation of
questionnaire, aims or objective that may have negative
impact over the outcome of investigation (Ladkin and Kichuk,
2017). On the other side the risk associated from the
researcher side is wrong budget estimation, lack of time, data
loss etc. which affect the successful completion of research.
Communication The Sheraton hotel uses several communication channels like
video conferencing, e-mails etc. On other hand the
investigator can perform communication through several
sources like calling, conferencing, social media apps, etc.
Resources The Sheraton hotel will require resources like capital, raw
materials, employees, etc. for completing this project (Elbaz
and Haddoud, 2017). On the other side the resources that
investigator required performing this research are stationary
items, computer system, internet connection, etc.

P3) work breakdown structure and a Gantt chart to provide timeframes and stages for
completion.
Work Break Down Structure: This chart presents a relation among different set of activities
that are involved in particular project (Kasemsap, 2017). It helps the Sheraton hotel in making
changes within the policies as well as procedures in order to increase the profit.

Gantt Chart: It is defined as the graphical representation set of activities to be performed with a
particular project in systematic pattern and time required by each (Evans, 2016). This support in
formulating a planning, coordinating and tracking the specific tasks within the report.

TASK 2
P4) Small Scale Research through application of qualitative and quantitative research methods
Data Collection Methods: These are of two types such as primary and secondary
methods. Among them the Primary data collection refers to the gathering of information which is
new not yet been gathered before. It is collected using sources like questionnaires, survey, etc.
On other hand the Secondary Method contains the information which is already get
published over similar topic (Ganguli and Ebrahim, 2017). Under this the information is
collected using sources like books, journals, etc. To conduct this project both primary and
secondary data collection will be taken into consideration where primary information can be
collected using questionnaire and secondary data will be from online sources like books,
journals.
Type of investigation: The investigation is performed using methods such as qualitative
and quantitative method. In this Qualitative Method the information is collected in detailed
manner using theories and concepts. On other side the Quantitative data is gathered by making
use of statistics, numerical figures and many more.
In this research, the qualitative study will be performed as it involves the in-depth
evaluation of information which develop better understanding as compare to quantitative
method.
Sampling: It is a method of selecting a group out of larger number of populations to
collect data on behalf of whole population. To perform this resaerch, the random sampling
method will be taken into consideration under probabilistic approach to avoid biasness in
selection (Gibson and Parkman, 2018). The respondent size would be 10 managers of Sheraton
hotel and teir answers will be gathered over following questionnaire:

Q1 What is the impact of talent management over performance of a
hospitality organisation?
Frequency
Positive 8
Negative 2
Q2 What benefit that Sheraton hotel will get with proper talent
management?
Frequency
Employees satisfaction 5
Improve brand image 3
Easy expansion 2
Q3 What are the challenges that Sheraton hotel faces while
implementing talent management strategies?
Frequency
Lack of employee participation 5
Frequent technological changes 3
Fluctuation of external factors 2
Q4 What are the basic strategies of talent management that Sheraton
hotel must adopt?
Frequency
Training & development sessions 5
Decentralisation of activities 3
Regular performance appraisal 2
Q5 Recommend ways through which the Sheraton hotel can deal with the challenges faced
while talent management?

TASK 3
P5) Data analysis with the help of tools and techniques
For gathering the more authenticated and reliable information the researcher makes use of
Questionnaire in order to gather the view point of managers toward the talent manager and its
importance in enhancing the performance within the hospitality business. The data gathered
through questionnaire where 10 managers of Sheraton hotel respond over it. The data gathered
from them is then analyses using thematic analysis which is mentioned below:
Theme 1: The impact of talent management over performance of a hospitality organisation
Q1 What is the impact of talent management over performance of a
hospitality organisation?
Frequency
Positive 8
Negative 2
Interpretation: From above presented data it has been found that 8 out of 10 said that
talent management bring positive outcome but 2 said that it brings negative impact. From this it
Positive Negative
0
1
2
3
4
5
6
7
8
8
2
Frequency

can be said that most of respondents are in favour of positive impact as talent management help
in providing the development opportunity to employees which influence them to perform wel
and hence bring positive outcome.
Theme 2: Benefit that Sheraton hotel will get with proper talent management
Q2 What benefit that Sheraton hotel will get with proper talent
management?
Frequency
Employees satisfaction 5
Improve brand image 3
Easy expansion 2
Interpretation: From above data it has bene found that 5 out of 10 said that proper talent
management help in achieving employee’s satisfaction but 3 said that it will improve brand
image and 2 said that it make it easier to expand business. The mainly people are in favour of
employee satisfaction as regular development of employees using talent management support in
keeping them satisfied with their job.
Employees satisfaction Improve brand image Easy expansion
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
5
3
2 Frequency

Theme 3: The challenges that Sheraton hotel faces while implementing talent management
strategies
Q3 What are the challenges that Sheraton hotel faces while
implementing talent management strategies?
Frequency
Lack of employee participation 5
Frequent technological changes 3
Fluctuation of external factors 2
Interpretation: From the above data it has been found that 5 out of 10 respondents said
that lack of employee involvement is major issue but 3 said that frequent technology change will
be issue but 2 said fluctuation of external factor is major issues. From this majority of people are
in favour of lack of employee’s involvement as sometime employees are restrict to changes as a
result of which they do not get much involvement in such practices.
Theme 4: The basic strategies of talent management that Sheraton hotel must adopt
Lack of employee participation
Frequent technological changes
Fluctuation of external factors
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
5
3
2 Frequency

Q4 What are the basic strategies of talent management that Sheraton
hotel must adopt?
Frequency
Training & development sessions 5
Decentralisation of activities 3
Regular performance appraisal 2
Interpretation: As per presented information it can be said that 5 out of 10 respondents
said that training and development session will be better strategy but 3 said that decentralisation
of activities will be better but 2 said regular performance appraisal will be more effective. This
he4lp in identifying that people are in favour of training and development as it support in
enhancing the talent as well as skill of employees with appropriate guidance from leaders.
Data on secondary basis
As per the view point of Machado, and et. al., 2019, talent management plays a significant
role within an organisation by keeping the workforce prepared for upcoming challenges. There
are number of methods or strategies that a hospitality industry mainly opt in order to manage
talent within the organisation. These are mainly including arranging induction for employees,
Training & development sessions
Decentralisation of activities
Regular performance appraisal
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
5
3
2 Frequency

providing training, regular guidance from supervisors, job rotation for enhancing the capability
of employees to work in different situation. The talent management practices bring huge
influence over Sheraton hotel as it become able to keep its employees motivating by ensuring
regular growth of employees along with organisation. This in turn help in improving the
productivity of employees by providing high quality services and keeping customers satisfied.
But for managing talent within organisation Sheraton hotel may face several issues like,
inappropriate communication may create misunderstanding among employees and result may get
affected. Other than this lack of employee’s involvement is also a major issue as when
employees doesn’t want any kind of change within the culture or their current practices then it
create issues for Sheraton hotel as without bringing changes talent management is not possible.
Therefore, an organisation must consider all these challenges and then create its talent
management strategies so that desired outcome can be achieved by ensuring the management of
high skilled and competent workforce.
P6 Recommendation over resulted data
From the above-mentioned information, it has been cleared that the talent management
brings up positive outcome over the performance of the Sheraton hotel as it helps in dealing with
the challenges in much effective manner. But despite of all this there are certain challenges that
the manager of Sheraton hotel will face while implementing strategies related with talent
management for this following recommendation are provided:
 The managers of Sheraton hotel must focus toward performing regular performance
evaluation in order to determine whether the operations are being performed as per
planned direction and gap that are present over them in order to ensure effective talent
management.
 The managers of Sheraton hotel must also focus toward improving the communication
flow within the organisation so that estimation about skills and capability required among
employees can be determined for managing talent in organisation.
P7) Reflection
I am happy that I get this opportunity for conducting the investigation over such a
knowledgeable topic i.e. talent management strategies & its influence over the operations of a
hospitality sector. This supported me in enhancing my knowledge in this study area and also

support in enhancing my understanding in term of certain methods that are use to conduct the
research in efficient manner. Among them I make use of secondary information to develop
understanding regarding the topic of concern which then further extended by performing the
primary investigation with the help of questionnaire. As a result of which the literature review
gathered through secondary sources help in directing over the data to be gather related with
current study by making use of questionnaire while considering the secondary information as
evidence. This in turn supported in achieving the main objective behind this investigation.
Additionally, by performing this investigation I become able to develop my team work and time
management skills. But I have found that my communication skills is not good which I require to
improve in order to enhance my future performance.
CONCLUSION
. From the above mention information, it has been found that talent management plays a
significant role in enhancing the performance of work force and prepare them to accept the
changes that are required to deal with the challenges that are present in external environment
where organisation operates. By performing investigation, it has been found that talent
management support an organisation to keep its customers satisfied by providing them
opportunity to get regular development. This in turn support in enhancing the level of
performance that results into development of positive brand image and also support in providing
opportunities related with business expansion.

REFRENCES
Books & Journals