Company: Marriot International
Product: Hospitality Services
GB 214-Section 007
Team #1: Suite Dreams
Value Creation at Marriot International
The value creation process as outlined in the previous sections needs to be based on the core competencies. An important component of the value creation is the identification and development of worker Skills based on the set of core competencies as already identified as part of the assignment. The worker skills and knowledge and allied education and qualifications based on a given core competency at Marriott International are discussed below.
3. Worker Skills
Core competency set 1: putting people first. This competency set is composed of competencies like putting customers first, perfection in customer service and making it a great place to work and stay.
Worker Position(s). The proposed worker positions specifically required to develop and manage the above set of competencies is a sub structure of worker positions within the existing hierarchy which comprises of (1) Manager, Customer service (2) Manager, Guest relations and (3) Manager Employee motivation at Managerial level. The first one shall report to the report to the General Manager, while the second and third one shall report to the Front office manager and HR Manager respectively at unit level.
At the supervisory level, (1) Supervisor (s), customer service (2) Supervisor(s) Guest relations and (3) Supervisors Employee motivation shall assist the above managers in executing the incorporation of the core values and the competitive set into the people and processes as mentioned above. The number of supervisors shall vary as per the size of unit and the brand category under which the unit is promoted .
Qualifications Required
Knowledge and Skills. The knowledge and skills required at managerial level include ability to anticipate guest problems, attention to detail, identification of existing guest needs, in depth knowledge of Marriott’s operations and excellent interpersonal communication skills at planning level. The Supervisory level requires the above skills at a supervisory level so as to be able to assist the managers in implementation of the core values and communicate directly with staff to convey the same and with the guests to gauge their needs on a real time basis .
Educational level/Certifications
The basic qualifications desired would be a degree or a diploma in hotel management along with a certification in soft skills. For the managerial and supervisory levels, an experience in similar functions for at least 5 and 2 years respectively in a comparable organization is required.
Core competency set 2: value based operations. This competency set is comprised of the core values and competencies like adaptation and evolution along with integrity and honesty. These consist in the ability to balance the customer and business interests.
Worker Position(s). No specific work positions in addition to the existing hierarchy with functional heads and supervisory and rank and file workers is required. The competency set is essentially required to be developed across all the functions and all the staff levels .
Qualifications Required.
Knowledge and Skills. The knowledge and skills required include flexibility in thought and action, strong personal belief system, assertiveness and ability to interpret the situations in terms of organizational value system.
Educational level/Certifications. No additional educational qualifications except a strong orientation in the value system of the organization are required.
Core competency set 3: stakeholder synergy. This particular competency set is inclusive of the ability to support local communities and going green with its supply chain as well as operations as part of its Corporate Social Responsibility (CSR) .
Worker Position(s). The worker positions required include Manager CSR and Manager Supply chain along with the supervisory and assisting staff for the two positions respectively.
Qualifications Required.
Knowledge and Skills. The knowledge and skills required include in depth knowledge of corporate social responsibility standards for the industry, anthropology, community and environmental issues along with excellent interpersonal communication skills.
Educational level/Certifications. The qualifications required for the above positions include a degree in CSR or sociology and MBA Operations and Supply chain along with a certification in environmental studies respectively for the two positions.
References
Corporate Responsibility. (2016). Retrieved from www.mariott.com: http://www.marriott.com/corporate-social-responsibility/corporate-responsibility.mi
Daugherty, B., Croft, E., Marquart, K., Balzer, K., & Sheldon, N. (2016). Mariott Hotels. Retrieved from www.eeacroft.awardspace.com: eeacroft.awardspace.com/Marriott.ppt
Shannon Elwell. (2016). Mariott Management Philosophy. Retrieved from www.mariott.com: http://www.marriott.com/Multimedia/PDF/Marriott_Management_Philosophy.pdf
