Abstract

The case examines Marriott International’s (Marriott) various innovative HR practices, which earned it the reputation of being ‘the best place to work’ in the hospitality industry. It describes Marriott’s ‘Spirit to Serve’ culture and the company’s HR philosophy which guided its various HR initiatives. The case gives an overview of the best practices employed by the company in the recruit-ment, selection, training and development of employees. It also details the employee retention strategies and grievance redressal system at Marriott. Finally, the case reviews the benefits reaped by the company because of its employee friendly HR practices.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• The role of an organizational philosophy and culture in the development of human resource policies in a multinational organization.

Keywords

Marriott International, Manpower Planning, Recruitment, Selection, Training and Development, Employee Retention, Grievance Redressal , HR in Service Industry, Spirit to Serve and People First Philosophy