Best Employer 2.0, Marriott Hotels and Resorts
Marriott Hotels India Pvt. Ltd., Industry: Hotels, Restaurants & Leisure, Year of Incorporation in India: 1998, Total number of Employees: 7,138, HQ City: Mumbai
HR is gearing up for the company’s expansion through a long range plan, which maps out the number of employees and level of expertise required for the number of hotels that have been planned
Marriott is the fastest growing international hotel chain in the world with more than 3800 properties in 72 countries and territories. Marriott International began operations in India in December, 1999 with the opening of the 178 room Goa Marriott Resort. Today, the company has 23 hotels spread across eleven cities in India today. It is a relatively young chain of hotels whose first hotel in the country was established a little over a decade ago. Revenue has seen growth of 15 per cent in 2012 and 37 per cent in 2011. Additionally, Revpar for the company (Revenue per available room), a leading indicator of profitability in the hotel industry, has increased by 6 per cent in 2012 which is noteworthy as the average Revpar for the industry has reduced by 7 per cent during the same period. Going forward, the company’s mission is to strengthen its presence in India by increasing its hotel base to 100 hotels and room availability to 15,000 rooms by 2015 (from 3,200 rooms as of 2012). In alignment with this, the company has been steadily adding five to six hotels to its company year on year and has plans to ramp up its expansion in the next year by adding 12 new hotels to its hotel pool in India (of a brand that has not been introduced in India yet) during the year.
HR is gearing up for the company’s expansion plans through its Human Capital Planning process. It involves a long range plan which maps out the number of employees needed and level of required expertise for the number of hotels that have been planned. In parallel, HR is working towards augmenting the workforce by sourcing employees from previously untapped regions (north-east India), developing its own hotel management schools, etc.
With one eye set on expansion, the company has the other set on improving productivity. HR aims to improve its productivity by 7 per cent by next year. It internally measures metrics of productivity and benchmarks these by location to ensure maximum return on investment.
HR also plays an important role in ensuring great customer service is delivered. HR works towards this by engaging employees at all levels and only then they would be able to deliver great customer service. It enables internal mobility (functionally and geographically) of employees and offers a multitude of development programs to them.