Case Study of Hotel Marriott in London Introduction In the tight competition in hospitality industry, leaders are seeking the appropriate strategy that can target the aims and objectives of the organization. For most of the organiza organization tions, s, it is better better to formulat formulate e a strategy strategy that can emphasize emphasize the people’ people’s s knowledge, skills, and potential. In this case, conducting the performance appraisal among the employees is an effective approach that can be applied in increasing the people’s capacity to work. Background and Problem Statement Marri Marriott ott Intern Internati ation onal, al, unde underr the hosp hospita italit lity y indust industry, ry, knows knows that that custo custome mer r satisfaction is directly related to its managers’ ability to motivate their frontline customercare associates. The company for which repeat business and brand loyalty are vital, the training of new managers has a direct effect on the bottom line. Marriott is by no means uniqu unique. e. All All comp compan anies ies in the the lodgin lodging g and and hosp hospita italit lity y indust industrie ries s and and most most in other other industries face similar challenges (Curtiss, 2007). In the event that the company is focusing in the customer customer satisfaction, the application application of various strategies strategies is necessary. necessary. As a focus of discovering the applicable methods in boosting the competency among employees, what would be the impact of performance appraisal system in hospitality industry on food and beverage employee retention and motivation?
Research Aims and Objectives The main aim of the study is to unveil the effectiveness effectiveness of performance appraisal appraisal in hotel industry, as well as in Marriott International. In order to satisfy this aim, there are four objectives that needed to be considered. First is to analyze the importance of performance appraisal in the industry. Second is to explain the motivational approaches that can be linked to the performance appraisal of the employees. Third is to relate the performance appraisals with the retention theory in the workplace. And fourth is to addr addres ess s the the perc percep epti tio ons of the the emp employe loyees es (wor (worke kers rs and and mana manage gers rs)) in the the implementation of performance appraisal in the Marriott Hotel. Literature Review
Marriott Hotel is determined to perform well against their competitors. In fact, they offered the annual leadership program for the managers who are in full service in the hotels. As part of the appraisals, the involvement of pre-work and follow up to the performance of the managers might help in extending their participation in the workplace. The successful appraisal leads to effective communication even in a complex environment, can establish the awareness among its people in terms of the corporate culture (Curtiss, 2007). Aside from enhancing the performance of the employees, Marriott also sets the standard for excellence in information technology in the hospitality industry which adds to their capacity to serve their customer well (Beal, 2003). Appraisals are made to meet the needs of the employees towards improvement through assessing their past performances in the company (Price, 2007). The main objective of the appraisal is to determine the employee’s potential, learning the training needs, and the appropriate procedures for the career planning. In addition, appraisal system may be used to determine whether the employees deserve to receive the reward or incentive for their performance (Kellaway, 2007). The aim for development cannot be ignored because it focuses on maintaining the high level work and the use of appropriate skills towards the excellent service and in achieving the organizational objectives (Rafferty, 2008). It is also believed that employees who encountered the appraisal schemes can experience an impact in their area of work as well as planning in their future careers. Methodology The suggested method to be used is the use of the survey and interview. Through the use of Likert Scale form of questionnaires, the employees will answer the provided material that can help the researcher/s to determine the perceptions of the employees regarding the appraisals in their workplace, and how it will help them to perform well. In the interview, the researcher/s will ask at least five managers of the company regarding the effectiveness of appraisal in the retention program of the company, as well as the aid that they can get in promoting the motivational approaches for their employees. The methods applied in the study are created based on the objectives of the study and in order to capture the main aim the study presented in the beginning of the proposal.
References: Beal, D., (2003) “Marriott continues its Legacy of Superior IT Service with Latest
Support
Portal”,
Accessed
06
September
2010,
fromhttp://www.creekpointe.com/rightanswers/pdf/Case %20Study_Marriott%20Internationa.pdf Curtiss, F., (2007) “Marriott Leads the Way to Customer Satisfaction: A Case Study
of
Marriott”,
Accessed
06
September
2010,
fromhttps://www.cpp.com/pr/marriott.pdf Kellaway, J., (2007) “Initiatives Delivering Excellence and Safety Report”, Reward
Scheme,
Accessed
28
April
2010,
fromhttp://www.merseyfire.gov.uk/aspx/pages/fire_auth/pdf/CFO_91_07 _appendix.pdf Price, C., (2007) “Staff Appraisal Scheme”, Human Resources Policy Statement,
Accessed
28
April
2010,
fromhttp://www.mdx.ac.uk/Assets/staff_appraisal.pdf Rafferty, J., (2008) “Performance Appraisal Scheme Guidance”, Accessed 28 April
2010,
fromhttp://www.scra.gov.uk/cms_resources/employee
%20appraisal%20guidance%2007.pdf
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