Unit 18 Human Resources Management - Marriott Hotel

Program	Diploma in Business
Unit Number and Title	Unit 18 Human Resources Management
QFC Level	Level 5

 

 

Introduction

Marriott Hotel is the brand of full-service hotels and resorts in UK and worldwide. The current report consists of the difference between personnel management and human resource management, and the function of HRM in the Marriott hotel. Also, it includes the information about the roles and responsibilities of the line manager in the organisation and the regulatory framework in the organisation. The human resources management also includes the importance of Human resource planning in the Marriott hotel and the stages involved in the HR planning. The human resources management also compares the recruitment and selection process of two organisations, that is, Marriott and Tesco organisations and also outlines the effectiveness of the recruitment and selection techniques in both organisations. Information included in the report is about the link between motivational theory and the reward system. And also, there is an evaluation of the job evaluation process and factors determining pay in Virgin Media. It contains the effectiveness of reward systems and the methods Virgin Media uses to monitor employees' performance. In a particular study, it will identify that what are the reasons for employee cessation and exit procedures in the organisation. Finally, it includes the impact of the legal and regulatory framework on employment cessation arrangements.

 

Task 1

1.1 Difference between Personnel Management and Human Resource Management

Marriott Hotels and Resorts is a brand of full-service hotels and resorts that provide quality service to its customers.  The following table differentiates the Personnel management and Human resource management of the Marriott hotel:

Table 1: Difference between PM and HRM

Basis of difference	Personnel Management	Human Resource Management
Approach	Personnel management follows the traditional approach of management.	Human Resource Management follows a modern approach to management.
Value of Employees	Personnel Management considers that employees can be used as input to achieve the desired output. (Boxall  and Purcell 2011)	Human Resource Management Employees must be valued so as to achieve the desired goals.
Objective	In this, the personnel function  is undertaken with the objective of employee satisfaction	In this, the administrative function is undertaken with the objective of achieving the organisational goals.
Training and Development	In this, employees benefit from fewer training and development sessions.	In this, employees are provided with a high number of training and development sessions.
Decision power	In Personnel Management, decisions are framed by the top management level of the organisation.	In Human Resource management, all the employees in the organisation are involved in the decision-making process.
Working area	Personnel management mainly works to increase its production and to achieve set targets.	Human Resource management is focused on maintaining the culture, quality of the product and satisfaction level of employees in the organisation.
Work	It mainly focuses on employee labour and work relations.	It mainly focuses on acquisition, development, inspiration and maintenance of human resources in the organisation.

 

1.2 Functions of Human Resource Management for Marriott Hotel

There are various functions which are followed by HRM; its major functions are to recruit, select and train the candidates for the required job position. If the candidate is provided with strong training and development sessions, then it will help the organisation to achieve its desired goals. The following are the functions of Human Resource Management in the Marriott Hotel:

• • Recruitment and Selection: During the Recruitment process, the applications of various candidates are accepted, and their potential is identified. In an interview, the HR manager observes the potential of the candidate and briefs the candidate about the Marriott Hotel. After the job interview, the candidate is selected for the desired position in the organisation. The manager selects the candidate who excels in all the requirements of the job and helps the organisation to achieve its goals and objectives.

• • Training and development: Providing training sessions to the employees of the organisation will improve their knowledge and skills, and also they will perform their tasks more efficiently and effectively (Obeidat, 2012). Also, providing the employees with various development sessions will prepare them for higher-level job positions. Thus, training and development of employees is an important function of Human Resource Management.

• • Compensation: It is an important function of HRM to determine how much an individual should be paid for their job. Also, people get attracted towards the organisation which pays high in relation to the work performed by them. The HR manager also provides incentives such as an increase in salary, profit sharing or a bonus so as to encourage the employee for a higher level of performance.

 

1.3 Role and Responsibilities of Line Managers

Line managers are the ones to whom the employees directly report and also the line manager supervise the staff members. They act as a mediator between management and employees. The following are the roles and responsibilities of a line manager:

• • Disciplining Employees: The Line manager instructs all the staff members to maintain discipline at the workplace. Also, the line manager expects the support of the employees in the policies and procedures developed by the HR department. With the help and direction of the line manager, employees in the organisation can improve their performance and behaviour at the workplace.

• • Performance Appraisal: The Line manager implements the appraisal process designed by the HR professionals. Line managers analyse the performance of the employees and rate them according to their performance. Also, the line manager provides feedback to each individual. It is the responsibility of the line manager to provide effective feedback so that the performance of the employees can be improved.

• • Employee Engagement: For employee engagement, the line manager can create an organisational culture for the employees. The line manager can engage with employees by communicating with them about their problems and encouraging them to improve their performance (Haslinda, 2009).  Thus, employee engagement is the major responsibility which is fulfilled by the line manager.

 

1.4 Impact of the legal and regulatory framework on human resource management

In the Marriott Hotel, the legal and regulatory framework protects the employees from unfair practices and bias. The following are the regulatory frameworks which impact HRM:

• • Working Time Directive: This rule protects the health and safety of workers, as the rule states that the working time must not exceed 48 hours on average, including overtime. The rule also states that the extra protection must be provided to the workers in case of night work (Siddiqi et.al.2009). The Marriott organisation provides the staff members with all the health and safety measures as per law.

• • Equal Pay Act (1970): This act states that the Human Resource Department must pay equal pay to all employees according to their potential. The Marriott organisation also provides equal pay to all its employees without any bias.

• • The Disability Discrimination Act: This act states that people with mental illness must be “clinically well recognised” (Purce, 2014). Also the disabled people must not be treated less favourably. The Marriott organisation is bound by the act and treats all its staff members equally without any discrimination.

• • The Data Protection Act (1998): According to the act, the individual has the right to know what information is held about them. It also ensures that the information of an individual is handled properly. The organisation keeps all the information of an individual private and does not disclose it to any other organisation without the permission of the individual.

Thus, the following is the regulatory framework that is followed by the Human Resource management of the Marriott Hotel.

 

Task 2

2.1 Importance of Human Resource Planning in the Hotel Marriott

The HRM is mainly concerned with selecting highly skilled candidates and providing them with the required job position. The following are the reasons for human resource planning in the organisation:

• • Recruitment: The HR department plays an important role in the recruitment of candidates for the desired position in the organisation. It is necessary for the organisation to determine the staff requirements in the organisation so that it can achieve all its goals and objectives. The organisation should find qualified candidates through various internship programs and job fairs (Bamberger et.al. 2014). It is the HR manager who conducts the interview of the selected candidate and determines their potential for the desired job.

• • Training and Compliance: The Organisation considers HR planning as an important process to identify staff efficiency. The HR plan will help the organisation to identify underperforming employees and provide them with the required training and development sessions (Purce, 2014). HR plan will also help in addressing federal, state and local contract law and regulations, which consist of the guidelines for hiring employees and firing them, workers’ safety regulations, etc.

• • Safety: Every employee at the workplace wants to work in safe and secure conditions. Workplace safety and risk management are the major concerns for HR management. With the help of proper safety measures and regulations, the rate of accidents can be minimised. Also, these rules and regulations may help in creating safety awareness among employees and also promote awareness in handling dangerous equipment and hazardous chemicals carefully.

 

2.2 Stages involved in planning human resources

Human resource planning basically consists of selecting the qualified candidate for the vacant place in the organisation and also providing the individual with training and development sessions so as to improve their skills and knowledge. The following are the steps which help in planning human resources:

• • To consider organisational objectives: It is essential for the department to identify the need for human resources in various departments such as marketing, finance and funding, sales, etc, in the organisation. Thus, Marriott hotels identify the requirement of manpower in the organisation.

• • Inventory of present human resources: During this process, the management evaluates the present availability of employees in the organisation (Dezdar and Sulaiman, 2009). For example, employees in the room service department, employees in the kitchen department, etc. After the evaluation of internal capacity management recruits the new candidates for the organisation.

• • Forecasting Demand and Supply of Human Resources: The HR department of the Marriott hotel identifies the different positions which are required to be fulfilled. The department matches the job description and job specification of the particular work, and the candidate's profile should be appropriate for that.

• • To estimate manpower gaps: Human resource demand and human resource supply are compared by the Marriott hotel, so as to know the surplus and deficit of manpower. Deficit includes that more people should be hired, and surplus includes that the employees should be fired.

• • Implement the action plan: There is an action plan which is designed by the organisation to manage human resources efficiently. The plan states that surplus employees may be fired or offered voluntary retirement, and in deficit, management employs candidates from different sources.

• • Monitor, control and feedback: In this, the organisation is required to monitor the action plan and also to estimate the future requirements. The selected candidates are evaluated on the basis of their potential so as to ensure the effectiveness of the plan in the hotel Marriott (Storey, 2014). Monitoring of the plan is done harshly so as to evaluate the deficiencies and make changes in them accordingly.

 

2.3 Recruitment and Selection Process in Two Organisations

Every organisation has its own procedure for hiring candidates. The organisation can recruit candidates either online or through advertisements in the newspaper. Furthermore, the Marriott hotel hires highly skilled and qualified candidates to achieve the organisational goals. The organisation follows corporate governance policy and hires a skilled workforce in the organisation. The recruiting and selection process of Marriott Hotel starts with an advertisement in a newspaper, and after selecting the candidates, the interview is conducted. After the interview, the candidate has to go through certain tests, such as a written test and group discussions (Storey, 2014). Also, the organisation conducts the physical test. The HR manager hires the candidate only if the candidate has passed all the tests with a good score. Also, the individual should be more productive and perform efficiently so as to achieve organisational goals.

On the other hand, the recruiting and selection process of Tesco is very complex, due to which the organisation may lose its highly skilled workforce. Tesco advertises its job vacancies online and also selects the experienced candidates online, due to which the fresher does not get a chance to be selected for the desired job. Also, the interview is conducted online, and after getting selected for the desired position, the candidate has to go through various tests that are aptitude test, verbal test and at last, the candidate is selected on the basis of their technical skills and experience.

 

2.4 Effectiveness of the recruitment and selection techniques in both organisations

The Marriott hotel follows an easy procedure for hiring candidates in the organisation, as compared to Tesco, which follows a more complex procedure. The process followed by Marriott management provides equal opportunities to both experienced as well as fresher candidates for getting selected in the organisation. Contrary to this, Tesco conducts the recruiting and selection process online and gives more opportunities to experienced candidates as compared to fresher candidates. Also the Tesco is not following the internal selection procedure, due to which there is a decline in the performance level of the organisation (Townley, 2014). In the Marriott organisation, the physical presence of the candidate is required for the interview, whereas Tesco conducts its interview online, where the candidate is present virtually. Both organisation conducts several tests, for example written test and a physical test are conducted by the Marriott, whereas aptitude tests and verbal tests are conducted by Tesco, which reflects the effectiveness of the recruitment and selection process in both organisations.

Still, the selection process of Marriott is more efficient as it follows the proper procedures in the selection of the candidate, whereas Tesco conducts an online recruiting and selection process. Also, both organisations conduct several tests of the candidate after the interview, which helps the organisation to know the potential of an individual in achieving organisational objectives.

 

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Task 3

3.1 Link between motivational theory and reward theory

Motivation is the best way to boost the morale of the employees and increase their capacity of the employees. It directly influences the efficiency of the employees and keeps them motivated to achieve the organisational goals. It can be said that both theories are interlinked because both are used to keep the employee motivated, either by providing monetary or non-monetary benefits. Motivation theories are classified into two categories: content theory and process theory.

Virgin Media adopts the positive motivation technique to motivate employees and to keep a healthy working environment at the workplace. On the other hand, the organisation provides rewards to the employees in the form the intangible needs. The Human resource department of the organisation evaluates the performance of the employees and provides monetary benefits to them in order to keep them motivated (Volpp and Galvin, 2014). This kind of policy creates competition among the employees and influences them to raise the standard of their performance. Financial compensation is the best way to keep the employee motivated. Financial compensation plays a crucial role in the performance of the employee. So it can be said that reward and motivation have an important relationship that assists the management to keep the employees engaged and gain a competitive advantage in the market.

 

3.2 Evaluating of job evaluation process and factors determining pay

Job evaluation is the process of rating a job in the organisation. This process helps in establishing the value of the job in the job hierarchy. It is the comparative process which helps in comparing the essential value of the job in the organisation (Taylor, 2014). In Virgin Media, the job evaluation process helps the organisation to reduce the inequalities in the salary structure. For example, with the help of job evaluation, the HR manager of Virgin Media can easily identify where there is a need to increase the pay and where it is required to adjust pay downward on the basis of employee performance. Also, through job evaluation, it is easy to maintain the synchronisation between the manager and the employee. With this process, the manager of Virgin Media can identify the areas in which the employee needs improvement. By providing suitable training to the employee, their efficiency can be improved. Also, it will help in internal promotions and the utilisation of talent that has experience with the organisation.

Pay is the reward which is provided to employees for the hard work and performance executed by them at the workplace. In Virgin Media, there are various factors which determine the pay scale of their employees, such as the skill and qualification of their employees, the experience of employees, employee performance, etc. The following are the factors which help to determine the pay in Virgin Media:

• • Job experience: Pay structure is mainly dependent on the experience of an individual. If the employee is a fresher in the organisation, then the pay scale of an individual will be lower than that of a more experienced employee. An extraordinary experience will be having a high pay scale.

• • Employee Performance: The HR manager in Virgin Media rates the employee on the basis of their performance. If the employee is rated well by the manager in their overall performance, then the individual may have a good pay scale as compared to those who are low-rated by the manager (Dezdar and Sulaiman, 2009).

• • Profitability of the organisation: There is a time when an organisation does not receive higher profits, which may affect the salaries of the employees working in the organisation. This is the most important factor for determining the pay scale of the employees.

 

3.3 Effectiveness of the reward system in Virgin Media

Virgin Media provide the rewards to keep the employees motivated and retain them in the organisation for a longer period. It is the best method to keep the employee motivated. Various factors are considered to keep the employees motivated, like bonuses, salary, commission, promotion, etc. Through a reward system, management can easily motivate employees and encourage them to give their best to achieve the organisational goals (Townley, 2014). Reward is a technique to motivate employees to perform their job and commit towards the task. The HR department of Virgin Media adopts both the methods of reward systems, financial and non-financial, for rewarding the employees to achieve the predefined goals. Salary increment is another mode of reward in which the manager raises the salary of the employees. It creates a good impact on the employees and influences their performance.

A reward system helps the organisation to retain them for a longer period and boosts their morale. The main motive of the reward system is to improve the performance of employees. Reward system design a positive image of the organisation in the market and increases the productivity of the organisation. Through a reward system, employees are satisfied with their job and remain with the organisation for a long tenure. The overall profits of the organisation also increased, and try to attract new employees towards the organization.

 

3.4 Examination of the methods organisations use to monitor employee performance

The following are the methods adopted by Virgin Media to monitor the performance of its employees:

• • 360 Degree performance review: In Virgin Media, by using this method, the manager takes a complete review of the employee from their seniors and colleagues. The management also collects information from the customer about the performance of the employee. If they are not satisfied with the performance, then corrective measures will be taken to improve it (Trullen et.al.2016). This method will help the organisation as well as employees to improve their performance.

• • Feedback: Feedback is provided by the customer after the service. The customer can either provide negative or positive feedback based on the service provided by the employee of the organisation. For example, the HR manager collects the feedback from the customers for providing broadband services, and if the customers do not like the services, then measures will be taken to improve them. 

 

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Task 4

4.1 Reasons for employee cessation in The Chicken Master

The organisation removes the employees for various reasons, like the performance of the employee, behaviour, attitude, etc. Management did not want to terminate the employees, but some situations or conditions occur that force the management to terminate the employee from the organisation. Management has the authority to terminate the employee from the organisation if any employee misbehaves with subordinates or shows a negative attitude towards the organisation (Pearso and Lieber, 2009). The following are the reasons to terminate the employee:

Performance of the employee: When any employee is not performing according to the set benchmark of the top management and continuously declining their performance, which affects the growth of the organisation, then management has the right to fire the employee from the organisation. The Chicken Master has set the standards to measure the performance of the employee under this management instruction. The employee is instructed that all employees need to perform according to the standards. If any employee is not performing according to these standards, then they are responsible for their termination.

Behaviour and Attitude: Management creates the environment in which all the employees work with proper coordination and behave well with their subordinates. If any employee reflects a negative attitude or behaves rudely with the superior, then the HR manager has the authority to terminate the employee. For example, in The Chicken Master waiter misbehaves with the customers or uses abusive language with the customers, then on complaint of a customer manager can fire the employee from the job. Discipline is the first priority in The Chicken Master.

 

4.2 Exit procedure used by the employees in The Chicken Master

Exit procedure is the way in which an employee can leave the organisation of his own choice, without any person or management forcing him to leave the organisation. It is the decision of the employee themselves and they would be liable for this kind of decision (Halpern and Taylor, 2010). There are various reasons for the employee exit, like job satisfaction, low income, another good opportunity, etc. The following is the process followed by the employees for the exit:

• • First priority is that the employee needs to inform for resignation before one month to the HR manager.

• • An employee is required to hand over the resignation to the personnel manager.

• • The personal manager will inform the HR department about the resignation.

• •  The employee needs to submit the equipment and utilities to the concerned department and collect the no dues certificate from the department.

• • Employee needs to submit the identity cards, credit cards, important documents, et,c to the organisation before leaving the job.

• • After that, management conducts the interview in which the HR department asks the reasons why you are leaving the job and tries to motivate the employee that do not leave the job, etc.

If management accepts the resignation, then circulate the final settlement form in which management asks each department if the concerned employee has any dues; in case of no dues, then the employee completes the resignation process.

 

4.3 Impact of legal and regulatory framework on employment cessation

The Chicken Master follows the legal framework to terminate the employees without any valid reason. Management did not fire the employee in the organisation. The organisation has to provide prior notice to the employee before termination. The organisation must have the appropriate reason to fire the candidate and provide all the legal documents like a termination letter, a salary certificate, etc (Volpp and Galvin, 2014). According to the case, Bob fires Faisal due to his poor performance and violating the guidelines of the organisation. This is a valid reason to fire the candidate from the organisation. There are various laws in UK that bind the organisation to follow the legal termination process. The following are the rule that governs the termination process:

• • The Chicken Master must have a valid reason for the termination of the employee. In case of any discrimination employee has the right to sue the organisation against the injustice.

• • Management has no right to discriminate against employees on the basis of their age, caste, gender, etc.

• • The organisation should provide equal opportunities to the employees on the basis of the Employment Act 2010.

• • Management should give notice to the employees before termination according to section 86th of the Employment Rights Act 1996 and mention the valid reasons in the notice.

• •  The notice should be given before the 15th day and address the concern of employee.

• • The organisation can terminate the employee if they have done any illegal activity or misbehaved with their superiors, etc.

• • Legal activities protect the rights of the employees and motivate them to fight against illegal activities.

 

Conclusion

The study has described the features of Personnel Management and Human Resource Management, and important functions performed by the HRM in the Marriott Hotel. The report also involves the responsibilities of the line manager in the Marriott organisation. Moreover, HRM plays a very crucial role in achieving organisational goals as it recruits the skilled workforce for the desired position. The Marriott hotel has adopted motivational techniques to encourage employees and provide incentives to them for their good performance. The management of Marriott pays the employee on the basis of their job performance. The report has also evaluated the reasons for terminating the employees and the causes of employees’ turnover. The report also includes information about various laws that govern the cessation in the organisation.

 

References

Books and journals

• Bamberger, P.A., Biron, M. and Meshoulam, I., 2014. Human resource strategy: Formulation, implementation, and impact. Routledge.
• Boxall, P. and Purcell, J., 2011. Strategy and human resource management. Palgrave Macmillan.
• Dezdar, S. and Sulaiman, A., 2009. Successful enterprise resource planning implementation: taxonomy of critical factors. Industrial Management & Data Systems, 109(8), pp.1037-1052.
• Halpern, M.T. and Taylor, H., 2010. Employee and employer support for workplace-based smoking cessation: results from an international survey.Journal of occupational health, 52(6), pp.375-382.
• Haslinda, A., 2009. Evolving terms of human resource management and development. The Journal of International Social Research, 2(9), pp.180-186.
• Obeidat, B.Y., 2012. The relationship between human resource information system (HRIS) functions and human resource management (HRM) functionalities. Journal of Management Research, 4(4), pp.192-211.
• Purce, J., 2014. The impact of corporate strategy on human resource management. New Perspectives on Human Resource Management (Routledge Revivals), 67.
• Siddiqi, S., Masud, T.I., Nishtar, S., Peters, D.H., Sabri, B., Bile, K.M. and Jama, M.A., 2009. Framework for assessing governance of the health system in developing countries: gateway to good governance. Health policy, 90(1), pp.13-25.
• Storey, J., 2014. New Perspectives on Human Resource Management (Routledge Revivals). Routledge.