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Human Resources
Setting HR benchmarks
The HR best practices employed by the Marriott India have
won the hospitality major many awards. Sudipta Dev focuses on the people
policies that have helped create an engaged and empowered workforce
Gurmeet Singh |
For a company that has won 13 prestigious awards for its people
practices in the last few years, it is not surprising that the Marriott India
takes great pride in its people processes. The HR policies are uniform across
its group of hotels worldwide but are localised depending on the needs of the
country of operation. The practices are also uniform across all categories of
employees - 30 per cent who are involved in customer-facing jobs and the majority
70 per cent working quietly behind the scenes to ensure that the Marriott brand
is held high.
The spirit to serve is considered a way of life for Marriott
associates. This, in fact, is Marriott's legacy of service and forms a part
of the ethos of the organisation. The HR practices stems from the truth that
it is only a happy employee who can make the customer happy, which will ensure
that business follows.
A concerted effort on helping build a workforce of engaged associates has been
the focus-irrespective of their level, designation or work category. Says Gurmeet
Singh, area director of Human Resource - India, Maldives and Pakistan, Marriott
International, "Our commitment to our associates is the foundation of our
success. It is a reflection of our genuine desire to make a difference in the
lives of our customers, our associates, and the communities in which we work
and live. It is all about people caring for people."
Unique HR practices
 Marriott
takes great pride in its distinctive HR practices that make the company a dynamic
place to work, learn and grow. Transparency and openness are values that are
not just talked about but also integrated in the day to day working. According
to Singh, some the key policies that have gone a long way to make a difference
and create an empowered and engaged workforce are:
- Associate Opinion Survey (AOS): This provides
a method of understanding and improving unit performance through a number
of dimensions that predict Associate Engagement (ie, leadership excellence,
personal growth, quality of life at work, teamwork, and total rewards)
- Speak Out: an opportunity for open and direct
communication with the president and the MD of International Lodging, on matters
of concern without fear of reprisal
- Guarantee of Fair Treatment (GFT):
The GFT recognises that associates have the right to voice workplace concerns
and to have those concerns resolved
- Integrity Hotline: If anyone has concerns
regarding an integrity or business abuse situation these can be shared by
calling the Business Integrity Line (available 24x7, seven days a week) and
giving the operator information without revealing one's name.
- Access to information: The company advocates
a transparent culture and consequently all information related to the business
can be accessed by every associate.
- Open door policy: Open communication is encouraged
at all levels and associates can voice their opinion/suggestions/ideas/concerns
which are valued and acted upon.
This apart, there are many associate recognition programmes like Length of Service
Awards, Work-Life Programs, The JW Marriott Award of Excellence and The Alice
S Marriott Award for Community Service, the JW Marriott, Jr Diversity Excellence
Award and Associate Appreciation Week.
- In The Beginning (ITB): It is mandatory
for all Marriott hotels to ensure that all the new joiners go through
the orientation process and then join the shop floor.
- 15 minute training: Every day before
the shift begins, all departments conduct a pre-shift meeting called
'Short Take' during which 15 minute training is conducted.
- Passport to success: Is a discipline
specific training programme which provides skill specific training and
has been divided into various levels beginning from the basic and moving
to the advance level.
- Management workshops: A part of
the management contract is that every hotel contributed US$ 750 towards
management workshops called the core training programmes. These meet
the needs of all managers and are categorised into three levels to correlate
with Marriott International's core competencies.
- Self-paced tools:
Associates are given the opportunity to learn at their own pace through
access to a UK internet-based learning centre called Ashridge.
- InMotion!
: This programme is for supervisors preparing to move into a management
role, and includes training on management and leadership, hospitality
skills, Marriott brands, and an overview of property operations. A final
certification is also awarded.
- Essential skills for supervisors and
managers: This property-based programme is designed for the first
time Marriott supervisor or manager, as well as supervisors and managers
who would like to receive additional management training to sharpen
their skills.
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Key to associate development
Training and development has been a key focus area for the company. It stems
from J Willard Marriott's philosophy that "People are number one-their
development, loyalty, interest and team spirit." Singh says, "As Marriott
International we are known worldwide for our great focus on developing our people.
We have a Standard Operating Procedure (SOP) that states that each associate
must receive 40 hours of training each year. This is auditable and each unit
HR/training head ensures that this is followed and achieved."
Singh elaborates further that the training needs are determined
at property level by the respective department head and the training/HR head.
"Providing our guests with a memorable experience is what sets us apart
from our competition. As we continue to grow globally, it is important to make
sure we are meeting guests' expectations. Developing talent from inside our
organisation is vital," asserts Singh. And this is why the Gateways programme
is so important to the associates and the business. This programme is for hourly
non-management associates and is designed to train discipline-specific job skills
necessary to individual positions. It includes all disciplines in the hotel
except Room Operations and Food & Beverage.
Focus on CSR
To reiterate its commitment to the well being of the lesser privileged members
of the society, the company has engaged in exhaustive CSR initiatives. In fact,
JW Marriott Mumbai was awarded the 'NCP EDP Shell Helen Keller' Award in 2004
for their contribution towards 'Spirit To Serve'.
"The spirit to serve the community is demonstrated everyday by associate
and corporate support of local, national, and international initiatives and
programmes," points out Singh. Marriott International's commitment to community
involvement began with J Willard and Alice S Marriott. "Our founders were
generous benefactors of the community, both financially and through personal
effort. Over the years they provided leadership for a variety of important civic
endeavours, while encouraging the company and its associates to be active, contributing
members of the community," he adds.
The involvement of associates in the CSR programmes has also been an effort
to ensure that they develop into responsible corporate citizens and holistic
individuals.
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