1 % – owned/ leased (17,003 rooms/ 68 properties) 41 % – Management (managed) Agreements (567,876 rooms / 2076 properties) The front office manager adapts positive leadership to his management style, which is crucial to ensure that employees adopt a positive attitude towards work and are not passive towards their duties. One of the main corridors in the back of the hotel is purely dedicated to communication between associates, where one can find staff notice boards containing written information about internal and external job vacancies, social activities, special hotel offers, health and safety procedures, employee of the month information, and numerous others. A team is a group of people that works together to reach a common target or objective. The span of control that each manager possesses varies depending on department. Evaluation can, and should, however, be used as an ongoing management and learning tool to improve an organization's effectiveness. According to the article by CNN Money (2010), it is common for upper-management at Marriott to come from within the companies lower tiers. His influence in the organization is powerful as it has a direct impact on most of the activities of the company. In-house as well as online programmes are offered to employees who wish to improve their skills and performance, whilst managers are trained at other Marriott establishments. Kathleen (“Leeny”) K. Oberg was appointed as Marriott’s Chief Financial Officer, effective January 1, 2016. Sometimes hotel marketing can get stale. Communication is important for the smooth running of any organisation. However, he is aware that the only way to provide a seamless guest experience is to ensure that his team is, first and foremost, treated respectfully. The hotel also provides free accommodation for foreign students working at the hotel as well as for employees who work around the clock to prepare for large events. So when Marriott built its customer app, it looked to non-hotels (like theme parks) for inspiration like theme parks. He highly values his team’s input and often sets up informal meetings to discuss any issues which they have faced or are facing, and asks for suggestions to mitigate such issues to ensure that the front office operates as efficiently and effectively as possible. They certainly ease the stress of having to deal with every guest on your own, but more importantly, you know that there is someone who is in the same position as you are, dealing with similar issues and problems. 1.1 Difference between Personnel Management and Human Resource Management. In 1997 Marriott acquired the Renaissance hotel brand which serves a similar audience. Management at the Excelsior rewards staff for their contributions to the success of the organisation mainly through special rates for themselves and close friends and family, a free weekend break at the end of each year for each employee and a partner, a good bottle of foreign wine for the member of staff with the highest up selling score, bonuses for every up sell which takes place, such us upgrading guests to a Sea View or Sea Front room from an inland view room, as well as certificates which are awarded to the best performing members of staff during the IXL (I Excel) Awards ceremony. At the Excelsior, divisions between upper management and their subordinates are generally noticeable, a trait which is reminiscent of bureaucratic management. Performance management and motivation also ensure that profit forecasts are reached, services are consistent, and the overall environment is positive. Associate performance is fundamental to any organisation’s success. This would allow managers to observe how different establishments undergo their daily business, and how although each Marriott hotel aims to provide a quality experience, each establishment has unique features which make them attractive, such as unique décor, unique entertainment, or unique members of staff, for instance. A measure of performance must be established to be able to analyse areas which have been improved as well as those which await improvement. The true personalities of team members break free during break time, or after work, as working in a five star hotel requires one to behave in a certain manner. Individuals may make certain traits visible, such as agreeableness and conscientiousness, but are able to hide other traits which they feel should not be visible, such as neuroticism. Guests tend to vent their anger on websites such as Trip Advisor when their holidays or business trips do not go as planned as a result of inefficient communication. Adopting a flexible management style allows an organisation to be more adaptable to changes in both the micro (internal) and macro (external) environments. Involvement from top management is critical to the design and effectiveness of any information security program. The program is designed to prepare participants for an entry-level management role after successful completion of the program. This was the question facing Marriott International four years ago, when they realized the loss of millions of dollars from unsuccessful projects. It is normal to feel anxious when stressful situations arise, and the level of anxiety which is experienced by an individual depends on what their threshold for anxiety tolerance is. 1. Results are derived from good management. Training is constantly offered to members of staff in-house, by hotel employees as well as professional consultation companies. VAT Registration No: 842417633. The implemented plan must be assessed, and. He is accountable to the top-level management and occupies a significant and important position in the organization. On the other hand, the manager may have to manage a team, group, or individuals if the task at hand requires detailed planning and foresight. CNN Money reports, for instance, that "Marriott focuses on hiring managers from within, and Erica Qualls - who started out as a switchboard operator on the graveyard shift 15 years … No plagiarism, guaranteed! Although it is difficult to provide perfect services in an industry full of variables, perfection must be aimed for nonetheless. On the other hand, the accounts department is one of the smallest, employing a few specialised individuals. Maslow’s hierarchy of needs plays an integral part in one’s performance at work. Marriott’s app creates loyal customers. It is impossible for people to have the exact same character as others, as one’s character is ultimately a product of their life experiences. Online and session based courses are offered free of charge to members of staff on a monthly basis, whereby skills such as cultural appreciation and awareness, and numerous others can be enhanced. In doing so, training has been given top priority and is carried out by in-house specialists, as well as by some of Malta’s leading consultation companies. The roles and functions pertaining to this position are vast and crucial to the establishment’s success. The organigram below gives a detailed breakdown of the different roles at the Grand Hotel Excelsior. This is the reason why motivating employees is crucial to ensure that they develop a positive outlook on their duties at work, which would significantly decrease the perception that work and stress are correlated. Marriott gives tremendous importance to its associates, as they ultimately are the reason why the brand has been successful for so many years. Through personal experience, soft management is very much present within the rooms division as managers are aware that adopting hard management will not be beneficial. Evaluation, Performance Management, and Quality Improvement: Understanding the Role They Play to Improve Public Health Craig Thomas, PhD Liza Corso, MPA Harald Pietz Division of Public Health Performance Improvement Office for State, Tribal, Local and Territorial Support Personal characteristics typically include visual aspects such as gender, race and age, social and cultural characteristics such as religion and sexual orientation, and psychological characteristics such as motivation and attitudes. The true personalities of team members break free during break time, or after work, as working in a five star hotel requires one to behave in a certain manner. For instance, the front office manager at the GHE is responsible for the front office team as well as the housekeeping department, which happen to be the largest departments within the hotel. Unlike Marriott’s tried and tested approach to management, the Excelsior’s directors and managers had to devise a management style which fit the organisation’s requirements. During break time, events and other activities, associates are free to chat and catch up on work and non-work related gossip, which is important to one’s happiness. THE ROLE OF TOP MANAGEMENT IN BUSINESS ORGANIZATIONS Okafor Obiefuna A. Depending on the difficulty of the task, the manager’s input may not be required until after the task is carried out. The culture is reinforced through numerous activities such as Staff barbeques, department outings, parties and other activities which allow them to get to know each other better, develop relationships, and ultimately, provide better quality services to guests. Members of staff at Leicester Marriott are all considered to be ‘associates’, a term which the organisation believes adds further purpose to their roles. It allows for the clarification of messages up and down as well as across an organigram. Changes Management in an organization is considered an integral part as it helps to reach newer heights. Motivation is a fundamental part of leadership, as all those who form part of a team must be rewarded in some way or another for their efforts. (Ahmed Hassanien, 2012) Its political, economic, social and technological environment analysis are as follows: Political Environment Marriott International has recognized the value of laws and regulations of the individual nation and acted accordingly in the past and present. Our academic experts are ready and waiting to assist with any writing project you may have. Most importantly, he knows that to develop as a team and overcome obstacles, he has to build a strong, reliable and trustworthy team. manages or franchises hotels/ properties rather than own it. We've received widespread press coverage since 2003, Your UKEssays purchase is secure and we're rated 4.4/5 on reviews.co.uk. Ethics is a branch of psychology which allows us to distinguish between, and understand the concepts of right and wrong. The definition of “top management” can vary from organization depending on size and structure, but in general, “top management” should involve members of the senior executive team responsible for making strategic decisions within the organization. Comparison of the leadership style between Bill Marriott and Arne Sorenson Marriott International was founded by J. W. Marriott in the year 1927 (Marriot International, 2013b). Looking for a flexible role? Marriott brand operates 37 properties that strive to compete with others in the high-end segment. Working at the front desk requires constant team work. Marriott believes that there are other means of motivation for staff other than receiving a salary at the end of the month. The main aim of a manager is to maximise the output of an organisation and simultaneously maximise profitability. The organisation’s team building exercises may make way for improved communication between members of staff as well as departments. Copyright © 2003 - 2021 - UKEssays is a trading name of All Answers Ltd, a company registered in England and Wales. The employment of hard management may make employees fear their superiors, to the extent that absenteeism may increase, and employees may seek job opportunities elsewhere. Study for free with our range of university lectures! Any opinions, findings, conclusions or recommendations expressed in this material are those of the authors and do not necessarily reflect the views of UKEssays.com. As a team, we know each other’s basic traits and characteristics well. Ultimately, guests expect value for money, and must therefore be offered an experience which meets, or more appropriately, exceeds their expectations. Leicester Marriott knows that communication is crucial, and it therefore gives extreme importance to all communication channels. During the first few weeks of employment, employees at front office must log down their progress in a progress file, and take any necessary notes. The Excelsior is affiliated with the Iprefer group, which offers subscribed members numerous benefits such as special discounts and offers for Iprefer hotels throughout the world. One of the practices in place at Marriott is its continued emphasis on promoting from within. Through work I was not only able to develop professional relationships with my colleagues, but I was also able to develop strong friendships. Communication may take virtually any form, ranging from verbal to virtual discussions. Associate newsletters are published and distributed to all staff on a weekly basis to ensure that they are updated with the latest hotel issues. Potential associates at Leicester Marriott must undergo a three day induction before commencing work, to discuss key areas ranging from an explanation of the company’s organigram to disability discrimination awareness. The primary role of the front office manager is to develop and retain professional relationships with guests and non-guests, with the aim of having them return time and time again. Most recently, Ms. Oberg was the Chief Financial Officer for The Ritz-Carlton since 2013, where she contributed significantly to the brand’s performance, growth, and organizational effectiveness. It’s through embracing and valuing them that we can truly think and thrive globally. Unlike Marriott’s tried and tested approach to management, the Excelsior’s directors and managers had to devise a management style which fit the organisation’s requirements. Create a competitive advantage in the marketplace. If you need assistance with writing your essay, our professional essay writing service is here to help! Individuals who form part of the front office team have cheerful personalities, and their cheerfulness is visible in the way they work to ensure that guests are greeted and treated welcomingly. An employer would expect to be respected by his team, and an employee may in turn expect good working conditions and respect from the employer. ROLE OF COMPANY’S CULTURE& SPIRIT TO SERVE IN INNOVATIVE HR POLICIES? As team members work together, they will develop stronger relationships and will therefore develop trust. The lobby’s classic décor and warm lighting ensure that guests feel welcome and relaxed, particularly after hours of travel. 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