Internal Analysis - Capabilities, Skills of individual employees that are noteworthy
Putting people first, in order to make them feel that they belong, is at the core of all of
Marriott’s actions and strategies
Marriott International, the largest hotel chain in the world, is also consistently named as one
of the best places to work and an organization with the happiest employees. There are a
number of factors that contribute to Marriott's success, but a large part can be placed on the
company's emphasis on well-being. According to David Rodriguez the Executive Vice
President and Chief Human Resource Officer of Marriott International, when employees feel
good about their situations, they are more inspired to give back to others. Marriott succeeds
on many levels, both with its customer service and with its community involvement, because
employees feel a sense of well-being that they want to share with others
Marriott is successfully positioned at the top position in the Indian hospitality space. While
Marriott’s attrition rates are 11 percent below the industry average, its engagement scores
are 22 percent higher. It is Marriott’s culture that puts people first is at the core of all its
people strategies and practices.
Cultivating an enabling, open and meaningful culture has been a top priority at Marriott, and
this has been a result of curating associate experiences consistently through different
programs and approaches. ‘Xposure’, one such platform facilitates cross-training,
mentorship, special assignments or projects, and helps in exposing the functionality of other
departments. Similarly, Marriott’s ‘Where I Belong’ campaign consciously communicates the
feeling of ‘belonging’ to the Marriott family, while ‘Elevate’, another notable program,
individually customizes and develops, refines and accelerates the productivity and
performance of selected high potential executive committee leaders. The program employs a
blended learning approach to address operations and leadership focus areas.
Marriott follows the philosophy that “taking care of people will make them happy, who in turn
will keep the guests happy, and lead to a thriving business.” This is reflected in the
‘Guarantee of Fair Treatment’ (GFT), Marriott’s founding philosophy that recognizes the right
to voice workplace concerns and to have them resolved. The ‘TakeCare Wellbeing
Program’, that is designed as a holistic framework to elevate well-being and happiness is in
alignment with the core values of the organization that puts people first and makes them feel
empowered and valued.
The result of such multi-faceted programs and initiatives has put Marriott as an employer to
watch out for. The Associate Engagement Score in the organization is 96 percent and 68
percent of recruitment for all management roles has been internal and a result of its career
development processes.
Marriott’s Core Values
Marriott International takes, great pride in its employees and their behavior, which is the
reflection of the core values and the culture of the company. Following are the core values of
the company
Putting people first
The main philosophy put forward by the founders of Marriott International was to create a
company culture as such that people are made a priority. People first culture has been a
critical factor in the success of the organization, and the company expects its employees to
be well equipped with this skillset.
Pursuing excellence
The company takes great pride in providing services of par excellence, so all the employees
are expected to exhibit professional excellence. It is a critical skill for survival at Marriott
International as the company tries to hire the best talent there is.
Embracing change
The modern hospitality industry has been shaped by the Marriott family; hence, the company
is not new at all to embracing change and adapting accordingly. Employees are expected to
not only welcome change but also adjust accordingly.
Acting with Integrity
Amongst all fundamental core values, integrity is the most important one. For the company
to grow as a trustworthy brand name, all the employees are expected to execute their duties
with the utmost integrity.
Serving the World
Marriott International expects all its employees to be committed to not only the company but
also towards the society and the planet. All employees are expected to give back to society
and help make the world more sustainable
Marriott strives to have effective programs and initiatives for its employees around the
world, but these programs aren't what drives the culture. Instead, the idea of well-being
takes on a holistic approach that is based on three core principles.
1. Employees should feel good about themselves
The first step in complete well-being is feeling good about yourself, your life, and your
situation. This goes far beyond just maintaining good health, though that does play a
large role. Employees should feel good about their financial situation and be in
control of their money. They should feel good about their career path and be able to
develop their skills to work their way into bigger and better jobs. They should feel
confident and happy in their current life situation.
2. Employees should feel good about the environment
At Marriott, it all comes down to feeling welcome and respected. Every employee
who walks in the door should feel like they can be themselves at work and not have
to worry about changing themselves to fit in. When employees are focused on office
politics and what they need to do to find their niche, they aren't focused on more
important things, and it can take away from their personal and professional
happiness. When people feel comfortable at work and included, they can put the
extra energy into building their careers, taking care of customers, or helping the
business--all of which contribute to overall well-being.
3. Employees should feel good about the company
When you work for a company you are proud of, it makes a huge difference in the
mood of each employee and the overall morale of the organization. Employees want
to feel proud of who they are affiliated with, especially when it comes to its mission
and role in society. When employees feel good about the company, they feel a sense
of ownership and work harder for the success of the company. Building this sense of
pride comes from being transparent and honest and for doing good things for
employees and for the community.
Corporate culture plays a huge role in the employee experience, and taking the time to focus
on employee well-being and making sure they feel good about themselves and their situation
can pay off huge rewards for organizations.
