Strategies to Improve Employee Retention at Marriott Hotel in the UK Case Study

Strategies to Improve Employee Retention at Marriott Hotel in the UK

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Introduction: Strategies to Improve Employee Retention at Marriott Hotel in the UK

With a presence in more than 131 countries and territories, Marriott International is one of the top hotel corporations in the world. Luxury, leisure, and select-service hotels are just a few of the various 30 hotel brands that Marriott provides. Marriott is renowned for its dedication to provide top-notch service to its visitors through its knowledgeable employees and first-rate amenities. However, Marriott has a number of difficulties in the present business climate, much like many other hotel chains. Staff retention is among the biggest obstacles. High worker turnover rates are common in the hotel sector, which may be expensive for enterprises. The quality of service offered to visitors, employee morale, and ultimately the business's financial line is all impacted by the essential problem of staff retention. In this suggestion, we'll look at the difficulties Marriott has had keeping its employees, and we'll make ways to overcome those difficulties. The lack of trained labor is one of the main concerns affecting employee retention in the hotel sector. Due to the economic depression brought on by the pandemic, there is a lack of competent labor in the hotel business as a result of severe employee cutbacks and layoffs. Marriott could have trouble hiring qualified candidates to fill available positions as it keeps reopening its hotels. Lack of training and development opportunities for staff members can also result in discontent and higher turnover. Another element that may have an influence on personnel retention in the hotel sector is poor management. Employee despair, low morale, and greater turnover rates might result from supervisors' lack of assistance. According to research by the Society for Human Resource Management, ineffective management was the main cause of workforce turnover in the hotel sector. Finally, it should be noted that Marriott International, a reputable hotel chain, has issues with worker retention. This problem is exacerbated by the existing corporate climate, which also includes a lack of qualified workers, limited possibilities for training and growth, and inadequate management. In this proposal, we will consider methods for resolving these issues and enhancing Marriott's staff retention. By resolving these issues, Marriott may raise guest and staff satisfaction levels and eventually spur revenue growth.

Discussion and Literature

High personnel turnover rates are common in the hospitality sector, which can be harmful to a company's ability to succeed. A major problem that has an impact on visitor satisfaction, employee morale, and ultimately the business's financial line is staff retention. In this conversation, we'll look at the difficulties Marriott International has had keeping its employees, as well as we'll suggest solutions. The lack of competent labor is one of Marriott International's main problems. The pandemic-related economic slowdown has resulted in severe personnel cutbacks as well as layoffs at several hotels. As a result, there aren't enough qualified candidates to fill unfilled positions. The hotel sector might lose approximately 4 million jobs as a result of the pandemic-related economic slowdown, according to a forecast by the American Hotel & Lodging Association (AH&LA, 2020). Marriott International may have trouble filling available roles as it continues to reopen its locations. Additionally, a lack of training and development opportunities might result in a higher turnover rate and employee discontent. staff training and development programs were shown to have a favorable effect on staff retention rates, according to research done by the Cornell School of Hotel Administration (Cornell School of Hotel Administration, 2021). Marriott International can raise employee happiness, enhance skills and performance, and ultimately retain staff by making investments in employee training and development. Another element that may have an influence on personnel retention in the hotel sector is poor management. Employee despair, low morale, and greater turnover rates might result from supervisors' lack of assistance. Poor management was determined to be the main cause of worker turnover in the hotel business according to a survey done by the Society for Human Resource Management (Society for Human Resource Management, 2019). Marriott International can raise employee satisfaction and retention by offering managers help and direction. Low pay and benefits are another aspect that may have an influence on worker retention. In a poll conducted by the AH&LA in 2016, 79% of hotel employees stated that compensation and perks were the most important aspects of their job satisfaction. Marriott International is able to draw in and keep the best employees in the business by providing attractive salary and benefits packages. Another element that may have an influence on worker retention is flexible scheduling. Many hotel workers have unpredictable schedules, which can cause discontent and higher turnover. Marriott International can increase employee happiness and retention by providing flexible schedule alternatives. Offering employees, the option to work from home or part-time can also aid in keeping hold of key personnel. The final factor in staff retention is employee recognition and awards. Employee recognition ranked as the second most significant element influencing employee job satisfaction, per a survey by SHRM (SHRM, 2021). Marriott International may raise employee satisfaction and retention by thanking and praising workers for their commitment and hard work. In conclusion, Marriott International and the hospitality sector as a whole have a serious problem with employee retention. Marriott International can boost employee and guest satisfaction while also boosting revenue by addressing issues like the lack of skilled labor, a lack of training and development opportunities, poor management, low pay and benefits, rigid scheduling, and a lack of employee recognition and rewards. For Marriott International and the whole hospitality sector, personnel retention is a crucial problem. Marriott International can boost employee and guest satisfaction while also boosting revenue by addressing issues like the lack of skilled labor, a lack of training and development opportunities, poor management, low pay and benefits, rigid scheduling, and a lack of employee recognition and rewards. Marriott International can retain excellent people and secure the long-term success of its business by putting the techniques outlined above into practice.

The Gallup Q12 model is a methodology linked to employee engagement. After conducting a thorough investigation of employee engagement and how it affects corporate success, Gallup created this model. The Q12 model is a list of 12 questions used to gauge how engaged employees are in their workplaces (Gallup, n.d.). Items like "I know what is expected of me at work" and "I have the materials and equipment I need to do my job right" are among the queries. Organizations may learn more about the degree of employee engagement and pinpoint areas for growth by monitoring how workers respond to these questions. Organizations can use a range of techniques, including surveys, focus groups, and interviews, to measure employee engagement levels. Given their simplicity and ability to reach a wide number of employees, surveys are a common way to gauge employee engagement. Online or offline, anonymous or requiring employee identity, surveys are available. Focus groups and interviews are other methods for measuring employee engagement levels. These techniques include conducting one-on-one interviews with employees or assembling a small group of workers together for a discussion. However, they allow for more in-depth and nuanced discussions of employee engagement and can offer insightful information into certain areas for development. These approaches can be more time- and money-consuming than surveys. Skilled labour shortages, a lack of training and development opportunities, poor management, low pay and benefits, rigid scheduling, and a lack of employee recognition and rewards are some of the current retention challenges facing the hospitality industry (American Hotel & Lodging Association, 2020). These issues may result in poor staff engagement and high turnover rates, both of which may have negative effects. Hospitality businesses may use a number of tactics to increase employee engagement and retention rates to solve these issues. As was already mentioned, improving management support and guidance, providing flexible scheduling options, implementing an employee recognition and rewards programme, and providing competitive pay and benefits packages can all help to increase employee engagement and retention rates. In addition to these tactics, hospitality businesses may put their attention on fostering an environment that values and supports its staff members.

Analysis

The hospitality industry is facing a number of external factors that are impacting employee retention rates, including Brexit, COVID-19, and inflation. A PESTLE analysis can be a useful tool for examining the political, economic, social, technological, legal, and environmental factors that are impacting the industry.

Hospitality businesses may use a number of tactics to increase staff retention rates to solve these issues. By providing training and development opportunities, language assistance, and other incentives, for instance, some hotels have taken action in reaction to Brexit to attract and keep EU employees (The Caterer, 2019). Hotels can provide competitive pay and benefit packages, including healthcare, retirement savings programmes, and paid time off, to combat the effects of inflation (SHRM, 2021). Hotels may provide training and development programmes to aid staff in adjusting to new technology and developing their abilities in highly sought-after fields like data analysis and digital marketing (Hospitality Net, 2021). Additionally, they can provide job retraining courses for those whose positions might be eliminated by automation and new technology.

Evaluation

In this work, we examined the challenges that are impacting employee retention in the hospitality industry, with a focus on the Marriott Hotel in the UK. Through a review of the literature, we identified various factors that are contributing to high turnover rates, including low wages, lack of job security, and poor work-life balance. Additionally, external factors such as Brexit, COVID-19, and inflation are also affecting retention rates. To address these challenges, we proposed a range of solutions, such as offering competitive compensation and benefits packages, implementing health and safety protocols, and providing training and development programs. These strategies can help create a more engaged and loyal workforce, reducing the costs and disruptions associated with high turnover rates. We advise the Marriott Hotel in the UK to concentrate on developing a compelling employee value proposition that highlights possibilities for career growth, work-life balance, and a gratifying and encouraging workplace culture. They can also put in place training and development plans that let staff members grow their talents and rise in the organization. Marriott is able to provide competitive pay, health and wellness benefits, and other advantages that aid in luring and keeping great staff.

In addition to these specific recommendations, we conducted a SWOT analysis to summarize the main findings of our work:

Strengths:

• Strong brand reputation and recognition
• Focus on customer satisfaction and service excellence
• Extensive global network and resources

Weaknesses:

• Low wages and limited benefits for employees
• High turnover rates and recruitment costs
• Limited opportunities for career development and advancement

Opportunities:

• Growing demand for sustainable and socially responsible business practices
• Increasing focus on diversity and inclusion in the workplace
• Expansion into new markets and customer segments

Threats:

• External factors such as Brexit, COVID-19, and inflation
• Intense competition from other hotel chains and alternative accommodations
• Evolving customer preferences and changing market dynamics

Conclusion

In conclusion, the hospitality sector has a significant difficulty in increasing staff retention, and the Marriott Hotel in the UK is no different. Marriott can build a more devoted staff that provides better customer service and supports company success by putting in place a variety of tactics that address the underlying causes of high turnover rates.

References

American Hotel & Lodging Association (2020). COVID-19's impact on the hotel industry: Updated projection. https://www.ahla.com/press-release/ahla-study-covid-19s-impact-hotel-industry-projected-4-million-job-losses-2020

CDC (2021). COVID-19 Employer Information for Hotels and Lodging. https://www.cdc.gov/coronavirus/2019-ncov/community/hotels-lodging/index.html

Cornell School of Hotel Administration (2021). Retention is key: Strategies for retaining your best employees. https://sha.cornell.edu/faculty-research/centers-institutes/pihe/resources/pihe-focus-series/retention-is-key-strategies-for-retaining-your-best-employees/

Gallup (n.d.). The Gallup Q12 Employee Engagement Survey. https://www.gallup.com/workplace/236285/q12-employee-engagement-survey.aspx

Hospitality Net (2021). How Hotels Can Retain Employees During and After the Pandemic. https://www.hospitalitynet.org/opinion/4102762.html

Hospitality Net (2020). Retaining Hotel Employees: The Challenges and Strategies.

Jang, S., & Namkung, Y. (2009). Perceived justice of performance appraisal and job satisfaction: A study of full-service restaurants. International Journal of Hospitality Management, 28(4), 612-619.

Kim, H., & Kim, H. (2017). What affects turnover intention of hotel employees? The case of South Korea. Journal of Travel Research, 56(7), 917-929.

Marriott International (2021). About Marriott International. https://www.marriott.com/about/

SHRM (2021). Employee Benefits. https://www.shrm.org/hr-today/trends-and-forecasting/research-and-surveys/Pages/Employee-Benefits.aspx

Society for Human Resource Management (2019). 2019 Employee Job Satisfaction and Engagement: The Doors of Opportunity Are Open. https://www.shrm.org/hr-today/trends-and-forecasting/research-and-surveys/Documents/2019-Employee-Job-Satisfaction-and-Engagement-The-Doors-of-Opportunity-Are-Open.pdf

Society for Human Resource Management (2021). 2021 Employee Benefits Survey. https://www.shrm.org/hr-today/trends-and-forecasting/research-and-surveys/P

The Caterer (2019). How to attract and retain EU staff after Brexit. https://www.thecaterer.com/articles/558963/how-to-attract-and-retain-eu-staff-after-brexit

The Economist (2021). Inflation is rising faster than wages in many countries. https://www.economist.com/finance-and-economics/2021/06/10/inflation-is-rising-faster-than-wages-in