Work-Life Balance Strategies and Solutions for Marriott Hotels

This report addresses the critical issue of work-life balance (WLB) within the hospitality industry, specifically focusing on Marriott Hotels. It begins with an executive summary and table of contents, followed by an introduction to the importance of WLB. The report identifies key issues impacting employee WLB, such as long working hours, unpredictable schedules, seasonal business, and high attrition rates. It then analyzes various WLB practices and strategies, including flexible work timings, training and counseling, and get-togethers. The report details how these strategies can be implemented within Marriott and outlines a plan for evaluating their effectiveness. The conclusion summarizes the findings, and recommendations are provided to improve employee well-being, satisfaction, and retention, ultimately aiming to enhance overall employee performance and reduce staff turnover. The report emphasizes the need for strategic WLB initiatives to attract and retain quality staff in the competitive hospitality market.

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Executive Summary
People around the globe travels to different places and hotels to spend quality time
and refresh themselves by taking time out of their daily work-life routine. This states that
employees working in hospitality industry remains busiest especially during special occasions
and holidays that effects their work life balance adversely. Their families also remain stressed
due to absence of their family member during functions and holiday seasons. Hotel industry
have several jobs that runs 24/7 and in today’s competitive market, attracting good employees
as well as retaining skilled labour have become a significant issue for them. Similar issue has
been identified by Marriott’s senior management team for whom this report is been prepared
to identify work life balance (WLB) issues in hospitality industry along with addressing
WLB issues by making research and development of WLB strategies. This report will also
evaluate the effectiveness of few strategies identified in literature to find out how these
strategies can bring effectiveness in employee performance of Marriott.

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Table of Contents
1
.Introduction...............................................................................................................................3
2.Key issues that impact WLB of employees............................................................................3
3.Discussion and analysis on practices adopted for WLB in hospitality industry.....................6
4.Strategies to reduce WLB issue in Marriott............................................................................8
5.Strategy implementation and evaluation.................................................................................9
6.Conclusion.............................................................................................................................10
7.Recommendations.................................................................................................................11
References................................................................................................................................12

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1. Introduction
Marriott Resorts and Hotels is one of the most popular and top chains in hospitality
business worldwide. The company operates in more than 500 prime locations worldwide and
is known for its excellence service providence to its customers. Presently, Marriott Hotels
employees more than 226,500 employees globally out of which 23,000 represents labour
union (Marriott International, Inc, 2017). Hotel industry is a service industry of hospitality
sector and thus it becomes significant for employees to remain gratified to perform efficiently
(Batinić, 2013). Work life balance can be defined as individuals control over their working at
workplace in which good functioning and satisfaction at work and at home is established with
minimum role conflicts (Biswakarma, Sandilyan, & Mukherjee, 2015). It can be noted that to
keep hotel employees satisfied is not an easy job since they work 24/7 where they get only
few weekends off. Considering Marriott, it is a flawless hospitality company where minutest
issue is considered and objectives accomplished by recognising issues before it starts
affecting the company severely (Qadri, Ahsan , & Hashmi , 2016). Therefore, it becomes
significant for the company’s management to implement WLB strategies into their core
business strategies to attract quality staff and retain staff turnover along with enhancing
overall employee performance.
2. Key issues that impact WLB of employees
Hospitality industry can be characterized by long working hours, unpredictable
weekly offs, different shifts and hard work. Therefore, employees in hospitality industry
shows poor WLB along with negligible social life. Poor WLB effects their physical health
and motivation behind working along with showing less satisfaction in their work. Study

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made by Farrell (2015) shows that since 1999 to 2009 employee satisfaction have decreased
up to 10% majorly due to home-life balance. Following are few of the aspect that have been
identified in hospitality industry that give rise to WLB issues (Connick, 2014).
Figure: Conceptual framework effecting WLB among employees (Nurumal, et al., 2017)
Seasonal business: Although hospitality industry works round the clock, it faces peak and off
seasons yearly depending on the nature of hotel and its business clientele (Qadri, Ahsan , &
Hashmi , 2016). It becomes impossible to manipulate number of employees based on
seasonal demands for the companies. Therefore, many hospitality organizations have adopted
a common practice where they employ individuals on the basis of their requirements. Casual
labor, on the other hand may not fulfil organizational objectives precisely and thus permanent
workforce have to manage workload during peak seasons also (Sharma & Shekhawat, 2017).

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High attrition rate: Hospitality industry is known for its high attribution rates where it ranges
between 25 to 30%. With such soaring rates, it becomes challenging for HRD to attract
qualified staff to fulfil vacant positions. At times it takes longer period to fulfil the desired
position that builds pressure among existing employees to take load of vacant position staff.
Since this issue seems recurring and ongoing, uncertainty of work timings further impacts
WLB of employees (O'Neil & Davis, 2011).
Hard work: Hospitality and hotel industry have strenuous jobs due to continuous contact
with visitors or customers. Employees are expected to remain presentable and, on their toes,
along with showing charming and fresh look when they deal with customers. Although they
work in double shifts or more than anticipated, employees are expected to keep smiles on
their faces that adds to their stress and workload. And hence, when they return home, they
spend most of their time sleeping where their family members may feel neglected and
discontented that further give rise to family conflicts (O'Neil & Davis, 2011).
24 X 7 Service Industry: Hotel industry works round the clock and thus their staffs work in
different shifts. Many times, this shift becomes odd for employees that discourages them to
work in unwanted shifts. For example, if an employee is allocated for a particular shift where
another employee was supposed to be and is absent, the work is then carried by the employee
continuing from his/her previous shift. In such case, the employee works continuously for
double shifts that has become a very common feature in hospitality sector. Due to long
working hours and tedious work, WLB impacts employee’s health also (Farrell, 2015).
WLB impacts on employee productivity: Due to fatigued brains and stressed life, employees
show less work productivity and often remains disengaged. In a report made by CEO of
hospitality company in one of the Fortune 500 companies’ articles, it was found that
employees who had good WLB worked harder than the employees who does not. Putting

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succinctly, good WLB have positive impacts over work productivity that leads to more
satisfaction and motivation among employees (O'Neil & Davis, 2011).
Personal Issues: In every industry, different employees find WLB differently which is the
reason why it becomes significant to evaluate what is right for whom. Nevertheless, in
hospitality industry, managers have additional difficulties to find a mid-way that can balance
employees’ home and work life effectively. According to Connick (2014), hotel managers
usually works each day for about 10 hours and 6 days a week. After working for such a long
hour, they do not have patience or energy for carrying extracurricular or family related
activities. This causes resentment among them and slowly they start giving value to their
family more than work where they eventually decide to give up their job to discontinue
upsetting their near and dear ones. This further leads in contributing reduced staff turnover in
hotel industry.
3. Discussion and analysis on practices adopted for WLB in hospitality industry
According to Kidd and Eller (2012), in 21st century, it can be expected that
organisations are aware of strategies that can increase performance rates and job satisfaction
among employees by increasing efficiency and productivity efforts. By implementing proper
strategies for addressing WLB issue, retention and attraction for staff turnover can also be
reduced in significant manner. In hospitality industry related organisations, HRD are in
progressive stage where they strive to attain best policies and practices among which WLB
has become one of the prime strategic advantage for them. According to Sharma and
Shekhawat (2017), communication between staff and management is very necessary that
further helps in finding a better WLB ways. Literature suggests training for employees to

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enhance skills among them that can reduce job stress Work load reduction have also helped
to some extent according to Peshave & Gujarathi (2014) where the author states that
enhanced wellbeing decreases ill-perceptions, stress and fatigue showing reduced health
related problems like eye strain, headaches and high BP. According to Khanna (2014),
implementing WLB policies in business code of conduct can further result in numerous
benefits for the organisation as well as the employees.
Strategic recruitment and selection in human resource management of the company
also develops staff retention rates along with reduced absenteeism and sick leave usage. By
reducing work stress, organisations further improve employee’s loyalty and job satisfaction.
Many organisations have even adopted flexible work hours policy for work operating hours
that has significantly improved their corporate image. According to Xiao & O’Neil (2010),
many hotels have even started training and education facility to make their employees aware
of work-related mechanisms and to understand when to use what. They are even trained to
manage their personal and work life by giving necessary guidance through health experts.
Physical fitness is another area that can be addressed as an important component in
organisations that assists in mitigating or reducing stress. However, employees can get
counselling regarding exercise and diet habits, for instance, possible use of gym or other
facilities.
4. Strategies to reduce WLB issue in Marriott
Provisions for additional week offs: This strategy can help the employees in devoting more
time with family and friends thereby reducing their family and social conflicts.

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Optimum work timings: Long working hours has been biggest drivers of WLB issues. this
issue can be addressed by the management through controlling and discouraging prolonged
duty hours along with restricting double shifts working.
Effective Training and Counselling: The hospitality industry requires staff who can handle
multiple work along with managing stress related jobs like customer relationship
management. Provided with training and education, employees may gain developed
techniques for managing their jobs along with managing time schedules. Health related
counselling is also important for which regular counselling can be made with health experts
to address health related issues arising due to improper WLB (Biswakarma, Sandilyan, &
Mukherjee, 2015).
Providing flexible work timings: This strategy will segregate employees into different
departments and allotted with work on daily basis. Other than it, this strategy will provide
work options for the employee where they can chose working according to their time
preference. However, company may vary wages and salary according to the responsibility
taken by individuals.
Organizing get-togethers: This strategy will help in reducing family stress and conflicts as
family members will be invited at certain times of the year where they can interact with the
management. This strategy will also develop a sense of belonging among the employees as
well as their family members (Peshave & Gujarathi, 2014).
5. Strategy implementation and evaluation
According to Sharma & Shekhawat (2017), strategies that are measured gets valued.
Strategies whether applied to work or life can get benefitted only if they are evaluated after
its implementation.

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Source: (State Services Commisions, 2005)
To implement the above-mentioned strategies effectively in Marriot’s management,
following steps can be utilised:
 Identification of individuals to make detailed plan for strategy implementation.
 Exploration of possible WLB initiatives that can suit and access according to different
organisational department.
 Developing a communicational strategy where individual employee will be
interrogated regarding WLB issued faced.
 Final implementation after analysing effective measurements and timeframes
(Connick, 2014).
After implementing WLB strategies, evaluating its effectiveness becomes critical to
find the assessment results where both qualitative and quantitative data can be utilised. The
data will consist responsiveness shown by employees according to the different WLB

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strategies implemented. For the same, regular interviews and close discussions will be made
with the employees to get a clearer picture of strategy effectiveness. I addition, programs like
well-being and education will be organised where the employees will be monitored by health
experts (State Services Commisions, 2005).
6. Conclusion
The above report has identified various WLB issues that have emerged in hospitality
industry in last few decades. Employees struggles to balance their work hours with family as
well as personal health. While going through the literature, it was found that hotel industry
operations are unpredictable and dynamic in nature where employees have to cope with
working on scheduled weekly holidays at the cost of their planning’s made with family and
friends. Hence, a series of strategies have been discussed and analysed that can be
implemented in hospitality industry. WLB strategies increases employees work efficiency
that supports companies in this competitive business environment by reducing stress among
employees and WLB related issues. While making critical evaluation, it was found that
strategic significance is given for designing and implementing appropriate WLB policies
where various organisations have started making study related to it. The above report can
assist senior management of Marriott while addressing WLB issues recognised by them. It
will not only help the company increase staff turnover but also help in attracting and retaining
qualified employees.

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7. Recommendations
HRM plays a significant role in organisations where flexibility in work hours can
bring optimum contribution (Gehrels, 2007). Study suggests that development guidelines
must be considered to ensure that work hours do not affect WLB among employees. Effective
training can also be recommended to Marriott’s senior management as it provides helpful tool
in managing stress within employees along with handling multiple job roles. Managers must
understand the need of family members for employees and hence adopt an integrative
approach while distributing work among employees so that they can spend sufficient time
with their family members as well as for themselves (Keefer, 2018). Cost related to
recruitment, selection and training proves significant for organisations. Rather then investing
on above mentioned cost related factors, the management can implement rewards and
incentives that can motivate employees to work more during peak seasons after which they
can be offered family holidays at company’s costs (Gehrels, 2007). Due to arising WLB
issues, hospitality industry has been facing issues related to attraction and retention of staff
turnover and based on pragmatic research and findings, it can be concluded that WLB have
great impact on hospitality industry that needs to be addressed critically.