•The Marriott Way•The HR practices•Manpower Planning Recruitment and Selection•Training and Development•Employee retention and Welfare Initiatives•Grievance Redressal System •The Benefits Reaped.

The Marriott Way

12 rules of success

• 1. Continually challenge your team to do better.• 2. Take good care of your employees and they'll take good care of your customers and the

customers will come back.• 3. Celebrate your people's success, not your own.• 4. Know what you're good at and mine those competencies for all you're worth.• 5. Do it and do it now. Err on the side of taking action.• 6. Communicate. Listen to your customers, associates and competitors.• 7. See and be seen. Get out of your office, walk around, make yourself visible and accessible.• 8. Success is in the details.• 9. It's more important to hire people with the right qualities than with specific experience.• 10. Customer needs may vary, but their bias for quality never does.• 11. Eliminate the cause of a mistake. Don't just clean it up.• 12. View every problem as an opportunity to grow.

Breaking down the Marriott HR philosophy

• Daily Packet: An internal newsletter printed everyday in all Marriott hotels. This is the widest and the most important communication tool used.

• Information Boards: These boards exist in all departments and contain information relevant to that department and the hotel.

• Service Basics: Every brand of Marriott has its own service basics which are practiced on day to day operations

• Marriott Global Source (MGS): Marriott's own search engine popularly known as MGS

• Brand Standard Audit (BSA): Marriott International's quality assurance programme ie Brand Standard Audit was established to maintain brand integrity and guest satisfaction

• 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

• Marriott attached a lot of importance to manpower planning

• Every unit(division or department)decided its expansion plans and the number of entry level and managerial employees required for the expansion.

• 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

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

• International hourly training :Marriott claims to provide 15 minutes to training each day to each hourly employee

• 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.

• Core management training :Marriot managers participate in over 20 different management training programs.

Employee Retention and Welfare Initiatives

The Marriott Corporation has been an industry leader in reducing employee turnover

• Management Flexibility :More than 90% of these employees have stayed on the job for at least 90 days; 65% have stayed at least a year.

• Benefits and compensation packages • Career-growth opportunities: Nearly half of the company's managers

were promoted from within the ranks of hourly workers• Employee loyalty : intangible relationship between the employee and the

organisation

Grievance Redressal System

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

• Integrity hotline : 24 by 7 toll free number which gives employees an option of calling anonymously.

• 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

• Quarterly 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

• Marriott's efforts over the decades to develop an employee-friendly work place earned it widespread recognition in the hospitality industry

• Awards Received : The company regularly appears on lists of best companies to work for—for example, in the top 100 rankings for both Fortune (eight consecutive years) and Working Mother (15 years).

• Higher employee satisfaction and less turnover

Thank You

• Aamir Bhorania• Ruchita Parelkar• Sherlynn D’costa