1 MARRIOTT Company overview Marriott international, Inc.

is a worldwide operator and franchisor of a broad portfolio of hotels and related lodging facilities. Founded by J. Willard Marriott, now, the company is led by son J.W. (Bill) Marriott, Jr. Today, Marriott International has about 3150 lodging properties located in the United States and 68 other countries and territories. Marriott was awarded the best place to work in the hotel industry, and earned widespread recognition in the hospitality industry by put great effort into developing an employee-friendly work place. The company reaped benefits such as higher employee satisfaction and less turnover. Its turnover rate is among the lowest in the field (18%) (Increasing employee retention, n.d.). Marriotts Human Resource Strategy According to Jay & Larry (2011), an effective human resource strategy is one of the critical factors to establish sustainable competitive advantage for a company. Mutual trust and commitment are keys to a successful human resource strategy. Marriotts policy and commitment is to strive for the highest ethical and uncompromising legal standards. Mutual trust-Marriott contributes to a profit sharing plan for the benefit of those employees meeting certain eligibility requirements and electing participation in the plan. Its committed to providing an environment where employees have the opportunity to achieve their potential, are highly engaged and are empowered to deliver great guest service. Take good care of your employee and theyll take good care of the customers (Marriott International, Inc., 2011c) is Marriott the principal philosophy. Moreover, there are some human resource strategies also be advocated in Marriott. For example,

2 get the right people at the first time; money isnt the only thing; create a caring workplace; promote from within; and build your brand(Hotel online, n.d.). Overall, the good strategies make Marriott become the leader in the hospitality domain. There are three aspects of success in Marriott human resources strategy: The first, sifting the excellent employee. Marriott emphasize select the right employee. When human resource department interview recruit, they need to find the employee who is match with company requirement, not just engage anyone to avoid the lack of manpower, as mentioned beforeget the right people at the first time.(Hotel online, n.d.). The second, considering the employees as a part of the develop perspective of company. Marriott developed clear divisions and departments for its operations and employment workplace. There are 15 divisions and departments in Marriott. For each specific position, Marriott has different training programs, such new hire orientation programs, international hourly training, gateways, core management training, and so on (Hotel world Asia, n.d.). Every associate participates in about 10,000 training classes every year, including e-learning and self-paced learning options (Marriott International, Inc., 2011). The third, respecting the employee and emphasizing the internal communication in company. 1. Marriott always name their staff as associates, and consider them as the members of this big family. The CEO Bill Marriotts writes letter to associates and is distributed in 28 languages to its diverse workforce annual and established his own blog to share Marriotts news with his employee. The blog is a bridge to constant Marriott with employees. 2. Marriott is the only hotel which has a daily newspaper, called a daily

3 packet. The daily newspaper is a communication tool, which is comprises of the Hospitality Basic of the day, events of the day, daily birthday, etc. (Great Place to Work, 2011). 3. Every associates of Marriott can have one chance to utilize the lodging facility of Marriott for free. Moreover, Marriott provide much welfare to their associates. For example, employee discount, promote training and so on. Morale: As Marriotts employee philosophy said if you take care of your associates, they will take care of the customer, and the customer will keep coming back (Marriott International, Inc., 2011c). Such is the case, this faith has infiltrated into every activity and plan, and lead Marriott obtains faith the sustainable success. It make Marriotts employee agglomerate together. Every employee who works in Marriott is feeling beatific because they are important for Marriott and are regard. The first, sifting the excellent employee. Just only when the employee match with Marriotts mission, Marriotts consciousness will be understood and performance excellent. Then the productivity will be trend to efficient. It can reduce unnecessary human resource cost waste, and also can improved the produce quality through sifting the excellent employee. The second, Marriott providing good promotion perspective and consider the employees needs. The development of company is based on the employee. Just only when the employee have strong competitive advantage, the company also can have a constant development. Through all kinds of training and planning, the employee can improve their professorial skill and the managers of department help the employee to make a specific career plan to encourage the employee work more active. The promotion

4 program also makes the employee clear and definite their career goal; thereby improve the employees motivation of work. Consequently, the production is more effectively. The third, respecting the employee and emphasizing the internal communication in company. Marriott offer associates a free chance to utilize the lodging facility of their selves. In this way, the employees will experience the process as a customer. After the experience, they will find what should they need to improve in their work process, and learn from the practice. Marriott have a formidable communication system to share the Marriott consciousness. Through the system the employee was hold together, and the leadership will be more powerful. Consequently, when the work is assigned from superiors to inferiors, the performance will be more effective, and then improve the productivity. Empowerment: Employee empowerment-enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible (). Empowerment is the cornerstone of the Marriott way. Marriott are advocating that employees are involved in the Marriott operation and empowered. It treats the employee as members of the family. The employee also consider the company as their owns to worked on develop it. Therefore, employees will more activity to take the responsibility. The first, the Marriott select the excellent employee who can understand the importance of the responsibility. This can effectively avoid the employee dont take their necessary responsibility in the future work. They through take the good right employee at the first time to improve companys competitive advantage.

5 The second, Marriott have numerous training and planning to improve the employees skill to make them more professional. Through this training and planning, employees have abundant knowledge to drive them what should they deal with the different problem or accident. Marriott also trust the employee have the ability to make the right decision in their operate process and make the customer have amazing experiences in Marriott. Therefore, Marriott and employee can mutual trust, and achieved a virtuous cycle. There were numerous examples of how its associates feel empowered. Employees decide when to give a fruit basket or other complimentary items to guests. There is a high degree of pride in the unique relationships they form with their guests. One example quoted was how an associate in a restaurant offered the most expensive bottle of champagne as a complimentary gift to unhappy guest. Such examples are applauded and recognized (Great Place to Work, 2011). The third, Marriott employee fell empowered because they know that fair treatment is a cornerstone of the organizations philosophy. This is what J W Marriott, Jr, current Chairman and CEO has to say, I want our Associates to know that there really is a guy named Marriott who cares about them Bill, as he is affectionately called, makes sure these are not empty words. Each manager has to give an undertaking of fair treatment. There is a process of escalation of employee grievances, right up to him. Indeed, as the current HR Manager found out, getting a call from Bills office to enquire about an employee grievance is not surprising. Considering that Marriott employs over 150,000 employees too shy to write to bill, there is always the option of anonymously calling up the integrity hotline, a 24 by 7 too free number.

6 Self-analysis: As common company, Marriott is a successful model to learn. Mohegan Sun also is a wonderful company. As I observation and research, their department and division is clear and specifically divided, and they also offer the training and planning to improve the employees skill. However, the problem is there isnt much promotion opportunity in Mohegan Sun. In Mohegan Sun, the seniority is easier obtaining the promotion. Some young and competent talent is easy to be covered up. Comparing with Marriott, Mohegan Sun need to treat the employee fairly, provide a fair competitive flat roof to the excellent employee. The employee will have more developed chance and will have more motivation to work hard.

7 Reference Hotel World Asia, (n.d.). HR Marriott employee training and development program. Retrieved July 17, 2011 from http://hma.hotelworldasia.com/content/hr-marriott-employee-training-anddevelopment-program

Marriott International, Inc. (May 20, 2010). Company Profile. Retrieved from http://0web.ebscohost.com.helin.uri.edu/ehost/pdfviewer/pdfviewer?sid=8531e7c b-41ad-4eb3-a4e6-47b6855905ee%40sessionmgr13&vid=4&hid=10 Marriott International, Inc. (2011a). Form 10-Kannual report filed February 18, 2011. Retrieved from http://investor.shareholder.com/mar/secfiling.cfm?filingID=1193125-11-39869 Marriott International, Inc. (2011b). The Marriott Management Philosophy: A living tradition of values and beliefs. Retrieved from http://www.marriott.com/Multimedia/PDF/Marriott_Management_Philosophy.pdf Marriott International, Inc. (2011c). Regions. Retrieved July 11, 2011 from http://www.marriott.com/hotel-development/investment-real-estate.mi