Marriott Hotels

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Date Added: 01 / 20 / 2013
Category: Business and Marketing
Words | Pages: 913 | 4
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Marriott Hotels

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Abstract:
The case examines Marriott International's (Marriott) various innovative HR practices, which earned it the reputation of being 'the best place to work' in the hospitality industry. It describes Marriott's 'Spirit to Serve' culture and the company's HR philosophy which guided its various HR initiatives. The case gives an overview of the best practices employed by the company in the recruitment, selection, training and development of employees. It also details the employee retention strategies and grievance redressal system at Marriott. Finally, the case reviews the benefits reaped by the company because of its employee friendly HR practices. | |
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Issues:
» Understand the role of an organizational philosophy and culture in the development of human resource policies in a multinational organization

» Get insights into the HR best practices of a large global service organization

» Understand the role of employee development programs for retaining employees and improving organizational productivity

» Appreciate the benefits that accrue to an organization through the use of employee-friendly policies

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The Spirit to Serve
Once, when a customer checked in at an Anaheim Marriott hotel, she was in a very disturbed state of mind. It was on her way to the hotel that she learnt of her sister's death. The worst part was that she had to wait the whole night at the hotel to board a flight the next morning.

As she checked into the hotel, Charles, who was looking after room service, asked her why she was upset. On hearing her reply, he assured her of any help she might need through the night. Soon after, Charles returned with a pot of coffee and a piece of apple pie, at his own expense. He also handed her a sympathy card, signed by seven of his colleagues. | |
By pooling some money contributed by his...