marriot assingment otabek

8/7/2019 marriot assingment otabek

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Induction Training at Marriott International (Grosvenor House Hotel based)

I. Introduction

II. Training analysis

2.1 Case Study. Induction training 2.2 Disadvantages

2.3 Advantages

III. Literate review

IV. Conclusion

V. Recommendations

VI. References


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I. Introduction.

In my assignment, I will discuss about orientation process, also known as Induction

training, at the Grosvenor House Hotel, which is a part of Marriot International.

Let me give a quick introduction to background of the hotel and company.

The Grosvenor House was opened as a hotel in 1929. Nowadays, It is owned andmanaged but the Marriot International. It is a five star hotel with 495 guest rooms and

it has one of the biggest ballrooms in the Europe, and it can accommodate up to 2000

people. The hotel contains of indoors fitness centre, executive business lounge, high

quality French cuisine restaurant, caf, exclusive bar and lounge for afternoon tea. All

these facilities make it different from other competitors in this industry. There are

around 950 employees in the hotel.

The Marriott family started Marriot International in 1927. It contains of more than

3500 properties in more than 70 countries around the world. The company itself has

18 hotel, vacation ownership and corporate housing brands. Therefore, it receives

220,000 room reservations in a typical weekday and from this makes average 15billion US dollars in worldwide sales per year. Marriot International employs 128000

people. In order to keep existing costumer Marriott implemented reward memberssystem, and now they have 18 million members.

As a part of business strategy, Marriot has vision, and it is as follows:

To be the worlds leading provider of hospitality service.

(http://www.marriott.com/corporateinfo/culture/heritageJWMarriottJR.mi,

accessedon 1.12.10)

Since satisfied costumer is a product in hospitality business. In order to meet goal of

strategy, they understand that being number one in production of satisfied guest

means being leader of hospitality provider. Guest might be satisfied because of hotelfacilities such as swimming pool, location such as close to their city centre or because

of skilled staff such as pleasant and customer focused receptionist.Within organization Human Resources team mostly responsible for employee

trainings. Therefore, they organize staff training and then highly trained employeeswill contribute to realize business strategy.

Training for employees are various from basic trainings to job specified trainings. Iwill discuss about Induction training, one of essential the job training in all

organization.


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II. Training Analysis.

2.1. Case Study 1. Induction training at Marriot International.

After six steps of recruitment process, the vacant position will be offered to the last

remained candidate, and during this offer they will explain about next step which is

orientation process also known as induction training. And it is as follows:- A new employee required choosing one of given dates that suitable for them to

stay night at hotel, have dinner and breakfast at the hotel she or he tended to

work and it is a complimentary.- After breakfast they are asked to go meeting room to have three-day induction

course with other new employees.- Then it will continue with their supervisor and colleagues.

This type of approach gives a lot of experience and information about hotel and its

facilities. When new employee visits to hotel as a guest, he or she familiarizes with

hotel services, procedures and it facilities.New starters have opportunity to assess following key point while they stay at the

hotel:- Efficiency and customer service of front desk.

- Cleanness of the hotel, and to learn more about room appliances such as usingair controller system, safe and TV.

- Learn more about restaurant and ect.

Next three days, they attend to induction course. At the beginning, they will receive

employee handbook (sign for it) and course book contains of general information (see

figure 1). There are two types of employees in the Induction course:

- Employee who has worked in the company before, they are who filled newvacant positions and considered as a new employee.

- New employee who has not worked in the company before.

And, employees worked before finish this course in one day while new employee

does it in three days.

The induction training consists of following tasks:

y Firstly, they will be orally informed what they are going to do next threedays.

y Knowing each other within the course, all participants introduce

themselves to others and give a little background information.

y Presentation about followings:

- Company history who they were yesterday

- Company values and mission what they need to achieve

y What benefits they can get and what are company policies.

y Basic hotel information such as prices for parking and Internet connectionfacilities improve their knowledge about hotel if any guest asksemployee could answer them.

y Tours around the building opportunity to know more about buildingstructure such as location of each department offices, public toilets,

restaurants, fitness center, rooms in different levels and staff areaincluding canteen and staff changing rooms.

y It also covers trainings required by law such as basic fire training, health

and safety at work, bomb awareness.


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y Also trainings improves employee skills such as customer service,telephone techniques, up-selling training, food safety training and brand

standards of the company such as answering the phones within three ring,enhance the interaction with guest as you approach to them and more

others.

All these tasks are carried out in following methods:- Group discussion

- Video clips

- Presentation

- Guest simulated examples

- Through game learning methods

- And others

At the end of training, trainer evaluate the trainees by questionnaires, they divide

trainees into several groups and let them to compete to answer the question, and

receive self-filled certificates (see figure 2). Then, all trainees are asked to give their

feedback about the whole induction-training program.

At the final stage, new starters will be directed to their supervisor for further training.

Figure 1.


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Figure 2.

2.2 Training analysis: Disadvantages

I would like to state followings as disadvantages:

1. The company offering to the new employee free room for one night worth 150,

free dinner worth 40, free breakfast worth 25 and cost for induction includes cost of

course tutors time, time to prepare it and time of trainees as they get paid for

attending to course. All these investments will be lost if new employees leaves the

company very soon after this training, which is happens sometimes.

Example 1.

Local cafes never give any induction training to new employees, so it means no

investment for it. They will be trained on-the-job training basis. If the new starterleaves, employers do not lose anything.

2. There is no cross training as a part of induction, and this means that new employee

have no any knowledge in other department.

Example 2.

K-West Hotel give 4 days cross training after 1-day induction based on virtual

classroom and lecturing method. It helps company, because overtimes can be done by


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member of different member, and department can help each other during busy periodhence they gained work experience.

3. Weak analysis step of the training there is no assessment of trainees knowledge

before they start training. All trainees have different level of knowledge.

Example 3.

There is no overview at the start. Trainers do not explain why all trainees are there

and what they will do here during this program.

Example 4.

From my experience, trainees at the induction of Sanderson Hotel, at the beginning all

trainees receive list of schedule for the whole training day. It states at what time they

go for break and do training, and finish it.

4. They do not do apprenticeship training. It would help company to have moreskilled employee.

Example 5.

In 2010, Coca-cola offered new apprenticeship program forBeverage Engineer. It is

one-day work in a week. Some math, pc, and higher national diploma required. This

role gives all necessary skill to become technical operator.

(http://www.apprentices.co.uk/employer/show_job.cfm?ref=120 , accessed on

1.12.10)

5. Job Instruction training method not used at all. This method gives employee step-

by-step training and leads to perform his job independently like his co-workers.

Example 6.

Toyota uses job instruction method to train and advance its employees. It provides

your employees with the tools and techniques needed to develop exceptional talent inyour workforce. Trainees gain an understanding of the need for good quality training,

and explore training techniques. Each student learn how to use the 4-Step method tobreak down jobs into teachable segments and to identify critical information that must

be taught to employees to ensure safe work, a quality product, production rates, and

maintaining low costs. In addition each student will learn how to make a trainingneeds assessment plan, and will be required to demonstrate the 4-Step training methodon an actual job in the work place.

(http://www.1thetoyotaway.org/services/job_instruction.htmlaccessed on 9.12.10)

8. Audiovisual based training was not used through the induction.

Example 7.


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It is obvious to everyone, many people, who wish to learn foreign language, listen to

audio recorded lessons while they drive, do household tasks and etc.

(Armstrong, 2009)

9. The induction training does not have any part that used vestibule training.

Example 8.

Talktalk, broadband company, uses old voice record customers enquires in staff

customer service improvement training. These record hold information how

complaints were handled by Talktalk employers, and new employees learn from their

conversation and be familiar with customers enquires. (Armstrong, 2009)

10.Teletraing and videoconferencing methods were missing in the induction training.

Example 9.

London school of business and finance enables its students to learn the subjectthrough recorded videos. On these records, lectures explained all necessary subject

chapters. Students login their student portal and watch it as many as they want. Itgives them opportunity to replay it if they do not understand the lecture.

(http://www.lsbf.org.uk/school/why-choose.html, accessed on 2.12.10)

Example 10.

Electronic Data System trains its employees with teleconferencing wherever they are

in the world rather than to travel one location. The company has a coaching skills for

leaders program that was enabled to 1500 managers in 41 countries.

(George et al, 2009)

10.The induction training does not support any computer-based training.

Example 11.

This type of training used in Driving Standard Agency for new learners. It is on DVD

disk and contains of all necessary information to do test and several videos to asses

learners skills how to respond to daily road activities.

2.3 Training Analysis: Advantages.

1. They used lectured training method very well. One of the trainers explained about

the Marriot Company to the group with writings on the board. This training

method known as quick and simple way to give training.

2. It is easy to see that the virtual classroom training method was used. Videos and

presentation slides are used to deliver information.


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3. Evaluation step of the training was good too as trainers assessed trainees withquestionnaires and acknowledged their knowledge with self-written certificate.

4. Another advantage of this training is on-the-job training method applied at the

final step of the training.

III. Literature review.

High quality job recruitment do not lead organization to success if next step, which is

orientation process or induction training, is not delivered to new employee in

professional manner.The main aim of induction training is to provide new employee with all necessary

skills and information that can be helpful to him or her to perform within organizationas other colleagues do it. It could be information such as showing toilets, procedures

of check-in and out workplace to skills and also job related skills.Moreover, this training gives new starter knowledge of organization such as company

mission, value, structure of company and company policies and benefits.

(Beardwell, 2010)

We can divide orientation process into to two following parts:

1. General orientation- provides information needs every employee.

2. Job specified orientation provides information for only specific position

such as up-selling technique for reservation team.

(Price, 2007)

Oriented training gives following benefits to organization:

- Efficient adaptation of new employee to new job and creates good working

environment for co-workers and supervisors.

- Reduces cost of damages from new employee mistakenly action.

- Reduces employee turnover

The length of the training is different in each organization, it depends how much

information you want to deliver to new employee.

Example 12.

Toyota Company offers one weak orientation training to its employees. It contains of:videos, seminars from company officers, and exercises to learn about company

values, history and vision.

(Dessler, 2010)


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Exampl 13.

M t of bouti ue hotel i London gi e 8 hours induction training onl and it covers

briefinformation about company. Usually trainings method is lecturing.

There are main four steps to conducttraining as follows below:

We will give deep explanation for each section below:

1. Analysis step in this step trainees weak areas identified and full filled.

Analysis step can be done following step-by-step way:

a In general task analysis helps to do it. Task analysis scans job description

and job nature, and shows what skills and knowledge employee should

acquire to perform their role well.

b erformance analysis. So, aftertask analysis, we know what employee

should know to do the job. Now we need to asses the employees

knowledge, then we will be able to fulfillthe gap with ourtraining. Below

we can show itin graph.

(Beardwell, 2010

Evaluati

assest ier knowledgeandskills wasgiven on training

Applyit

usually,ittargetsemploee(s) useeffectivetraingmetod

Design testructure

makeastructure oftrainingfromte beginingto teendincluding decidingto chooseeffectiveactivities

Analysis

whatskillsand knowledgerequiredjobdescription

aretheseatsimilarlevel oftrainees'skillsand knowledge


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2. Designing the structure oftraining.

In last step, we indentified whattrainee should learn.

Now, we need to decide what activities, exercise, topic discussions and

presentations will be effective to learn it. In other words, what will be easy to

understand training?

( rice, 2007

3. Implementit. We indentified trainees needs and what activities are efficient.

And itis time, to deliverthem in the most efficient way, ortraining method, tobe clear and easy to understand fortrainees. Below we list all possible training

method: a On-the-job training. This means employee learns job by actually doing it

with their supervisors in formal manner. It could be followed by concretelist oftasks, and this ensures all aspect ofjob is trained.

It could be explained in following way:

All skills and knowledge needed

to do job

Currentknowledge oftrainee

Training need


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(George et al, 2009, 321p)

Example 14.

KLM Royal Dutch Airlines uses on-the-job training to train new cabin attendants.First, trainee spends some time in classroom for training and then participates to test

evaluation flight as an additional training. On these flights, trainers provides new

employee with on-the-job training, based on list of indentified for job description.

(George et al, 2009)

b) Apprenticeship training. By taking this training, employee will become

skilled personnel. It is usually long-term on-the-job training; it could be

12, 24, and 36 months training. Employee required spent time in

classrooms and to do job with experienced employee or supervisor.

Example 15.More than 460,000 apprentices available for 28,000 programs, and registered

programs can receive federal and state contracts and other assistance.

(Dessler 2010)

c) Informal training. This is on the job training in informal manner.Employee starts their job, if difficulties arise colleagues come to help


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them. According to American Society for Training and Development, 80%of employers apply informal training.

Example 16.

Siemens Power Transmission and Distribution in Raleigh, North Carolina,

cafeterias for staff designed to discuss work-related issues, such as board andmakers can be used for informal learning.

(Dessler 2010)

d) Job instruction methods. Any job training contains of sequence of several

trainings. The best sequence is called job instruction training. It has a sheet

shows trainees what to do and how it should be done.

Example 17.

Samsung gives pictured installation instruction with its products.

Customers see pictures and it makes easy for them to get started with theproduct. Samsung train its customers with instruction method.

Example 18.

UPS train its driver employees to take a box from van with job instruction

method at the picture below.

(Dessler, 2010, 302p)

e) Lectures. This is training method where knowledge is presented to group

of trainees. Lecturing saves time, since several employees are trained at

same time.

Example 19.


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HP sets staff meetings in every month and train them how to deal withenquires about current new products from customers. HP uses lecturing

method to accomplish it efficiently.

f) Program learning. Mostly, this training is based on programs on paper or

PC, it is for self-study purposes and contains of following steps:

Showing the factors that trainee will learn.

Letting trainee to reply it or do test.

Assessment their reply or answer.

Example 20.

Myhotel Bloomsbury, in London, introduces its self-study program to gain Opera

software to new front desk employee. This is program that teaches new employee all

aspects of software.

g) Vestibule training trainee uses actual or simulated equipment.

Example 21.

Life-sized learning lab used for driver candidates by UPS, and it provides 40 hours in5 days realistic training.

(Dessler, 2010)

h) Tele training and video-conferencing This training is trained remotely,

usually trainees and trainer are located in different cities.

Example 22.

Satellite trainings were used to train new employees in Honda America.

(Dessler, 2010)

i) Electronic performance support system (EPSS) computerized tool anddisplays that automate training, documentation, and phone support.

Example 23.When you call Dells customer centre, Dell represent questions you with EPSS

help, and this will lead you sequence of question, at the end your problem is

solved.

(Dessler 2010)

j) Computer-Based Training trainers are interactive based on computer or

DVD.


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Example 24.

In training physician, hypothetical patients medical history can be taken throughinteractive multimedia system. Then, by pressing examine chest button, chest

examine type can be chosen and hear heart beating of person.

(Dessler, 2010)

k) Simulated Learning trained in simulated mode.

Example 25.

US Army uses this type of training intensively. Full-spectrum command and Full-

spectrum Warrior is one of video-game-type training that uses to training troops.

It gives realistic features that trainer improve their decision making skills and

leadership.

(Dessler, 2010)

Example 26.

In Environmental Tectonics Corporation, Advanced Disaster Managementsimulation used to improve students response for emergency situation. Plane

crashing into runway is one of scenarios in the training, and trainers should actaccordingly.

(Dessler 2010)

Example 27.

Southwest Airline boasts that it has the most advanced technology in the airline

industry. It has Boeing 737-700, worth 10.8 million USD, placed in 111000 square

foot. It can accommodate up 300 trainees at the same time. This center has 110

trainers.

(Georgeetal, 2009)

l) Internet-based training training delivered via internet

Example 28.

Customer service personnel of Delta Air Lines receive their annual required FAAtraining through then Internet and it can be taken at one of training centers andwould last at least a day.

(Dessler 2010)

m)Virtual classroom.

Example 29.


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With Elluminate Live! Learners can communicate with two-way audio, live video,chat rooms, shared whiteboards, and also shared applications like ower oint slides.

n Audio Visual-Based Training.

Example 30.

Videos were used in dealers training session to simulate issues and reactions

customers complaints, in Ford Motor Company.

( rice, 2007

4. Evaluation the training effort.

This section is designed to evaluate the effects oftraining was implemented. It

actually measure four basic points oftraining outcomes:

One. Reaction assess trainees reaction to training.

Two. Learning testtrainees knowledge

Three. Behavior whether on-the-job behavior changed

Four. Results if resultis as the same as expected

IV. Concl ion.

A range oftraining methods is available fortraining employees. Some ofthem have

been used forlong time while some have been started to use recently such as Internet

based training. Latest methods have emerged overthe years out of a greater

understanding of human behavior, particularin aspects oflearning, motivation, and

interpersonal relationships. Technologicalimprovements led to more efficienttraining

method by using latest hardware and software as training instrument. Itis much more

efficientthan traditional methods.

The induction training for new employees ofMarriott, have been applied virtualclassroom and lectured training methods. However,trainers ignored number of other

Evaluation Training

Reaction

Learning

BehaiviorResult


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training methods, which could be used in right way. Although limited trainingmethods were used for training, on-the-job training method, one of the most common

ways to train, was used at the end of the training. Moreover, evaluation part wasorganized well as trainees received certificate.

V. Recommendations.

I would like to recommend following points:

y To create and expand company-training centers that deliver trainings through

teleconferencing method from another city. I would express my idea, to create

one training center for the UKtrainees only and this center trains all trainees

in the UKvia Teleconferencing. It would decrease number of trainers and

increase company profitability.

y Internet based training could be useful for this training. Some part of trainingscan be stored in company web site in textbook format, and new employee read

it from the Internet.

y Simulated training method could be used in the training. Coffee machinescould be displayed for new employees in Food and Beverage team.

y Video clips from daily hotel activities would be helpful too. From these clips

trainee get familiarized and gain some skills.

y At the beginning, list of training timetable is useful for trainees for brief

understanding about training.

y Cross training is useful for new employee as he/ she will have brief work

knowledge in all departments within hotel. Then, any employee will be able tohelp to another department during busy period and to cover holidays of other

department team member. This approach leads to profitability and efficiencyof the company.

VI. References.

Books:

1.G. Dessler, (2010), Human Resources Management 12th edition, Globaledition, Pearson Education.

2.

J. Beardwell and T. Claydon, (2010), Human Resources Management sixthedition, New Jersey, Prentice Hall.

3.A. Price, (2007), Human Resources Management in a Business Context thirdrevised edition, Cengage Learning CMEA.

4.M. Armstrong, (2009), Armstrong's Handbook of Human ResourceManagement Practice 11

thedition, Kogan Page.

5.George et al, (2009),Human Resources Management, CengageLearning,372p,


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Websites:

1. Apprentices, (2010), Available from:

http://www.apprentices.co.uk/employer/show_job.cfm?ref=1201[Accessed on

02 Dec 2010]2. Toyota, (2010), Available from:

http://www.thetoyotaway.org/services/job_instruction.html[Accessed on

9.12.10]

3. LSBF, (2010) [(http://www.lsbf.org.uk/school/why-choose.html, accessed on

2.12.10]

4. Marriott, (2010),

[http://www.marriott.com/corporateinfo/culture/heritageJWMarriottJR.

mi,accessedon 1.12.10]

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marriot assingment otabek