cThe Marriott Way

cThe HR practices
cManpower Planning Recruitment and Selection
cTraining and Development
cEmployee retention and Welfare Initiatives
cGrievance Redressal System
cThe Benefits Reaped.
 The Marriott Way
= rules of success

c = Continually challenge your team to do better

c
Take good care of your employees and they'll take good care of your customers and the
customers will come back
c  Celebrate your people's success, not your own
c  Know what you're good at and mine those competencies for all you're worth
c  Do it and do it now Err on the side of taking action
c  Communicate Listen to your customers, associates and competitors
c  See and be seen Get out of your office, walk around, make yourself visible and accessible
c  Success is in the details
c  It's more important to hire people with the right qualities than with specific experience
c = Customer needs may vary, but their bias for quality never does
c == Eliminate the cause of a mistake Don't just clean it up
c =
View every problem as an opportunity to grow
 Breaking down the Marriott HR philosophy

c Daily Packet- An internal newsletter printed everyday in all Marriott hotels This is
the widest and the most important communication tool used
c Information Boards- These boards exist in all departments and contain
information relevant to that department and the hotel
c Service Basics- Every brand of Marriott has its own service basics which are
practiced on day to day operations
c Marriott Global Source (MGS)- Marriott's own search engine popularly known as
MGS
c Brand Standard Audit (BSA)- Marriott International's quality assurance
programme ie Brand Standard Audit was established to maintain brand integrity
and guest satisfaction
c International Standard Operating Policies (ISOPs): Marriott has developed their
own ISOP's for each discipline which lays the foundation stone for the functioning
of each department/discipline
 Manpower Planning, Recruitment and
Selection

c Marriott attached a lot of importance to manpower planning

c Every unit(division or department)decided its expansion plans and the

number of entry level and managerial employees required for the
expansion

c Details on the number of new units planned in the given time frame (two
to five years), a rough picture of the likely organization structure, the time
required to develop employees who could take managerial positions,
current availability of employees within Marriott and the necessity to
recruit externally - all these were determined during the planning process
 Training and Development

c New hire orientation program :The purpose of the program is to introduce new
employees to the Marriott culture, brand, and their specific hotel/region

c International hourly training :Marriott claims to provide = minutes to training

each day to each hourly employee

c Gateways :The Gateways program is for hourly non-management employees It is

designed to train discipline-specific skills necessary to individual positions
Participating disciplines are- finance, HR, IT, loss prevention, PR and sales

c xore management training :Marriot managers participate in over
different

management training programs
 Employee Retention and Welfare Initiatives

The Marriott Corporation has been an industry leader in reducing

employee turnover

c Management Flexibility -More than 

of these employees have stayed
on the job for at least  days; 
have stayed at least a year
c Benefits and compensation packages
c xareer-growth opportunities: åearly half of the company's managers
were promoted from within the ranks of hourly workers
c Employee loyalty : intangible relationship between the employee and the
organisation
 Grievance Redressal System

c Guarantee of Fair Treatment (GFT)- Complaint resolution system for employees where complaints are
passed through successive stages in Marriott's hierarchy

c Integrity hotline -
 by  toll free number which gives employees an option of calling anonymously

c The Daily Packet

The Daily Packet is a communication tool which comprises of the Hospitality Basic of the Day, Events for
the day, Daily Birthdays, Special guest recognition of associate efforts, HR eye opener for the day, Daily
occupancy rate, etc

c Auarterly Associates Meeting

Every quarter the GM addresses the associates and shares the Balance Score Card which comprises of the
Revenue, Guest Satisfaction Survey results, Turnover rate, Audit Scores as well as departmental and
individual recognitions schemes
 Benefits Reaped

c Marriott's efforts over the decades to develop an employee-

friendly work place earned it widespread recognition in the
hospitality industry

c Awards Received - The company regularly appears on lists of

best companies to work forͶfor example, in the top =
rankings for both ü
 (eight consecutive years)
and 

 
(= years)

c Higher employee satisfaction and less turnover

 Thank You

c Aamir Bhorania
c Ruchita Parelkar
c Sherlynn D͛costa