Human Resource Management - Best Practices at Marriott International

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

Case Details:


Case Code : HROB064 For delivery in electronic format: Rs. 500;
For delivery through courier (within India): Rs. 500 + Rs. 25 for Shipping & Handling Charges


HR Best Practices
Case Length : 18 Pages
Period : 1997-2004
Pub Date : 2004
Teaching Note : Not Available
Organization : Marriott International
Industry : Hospitality
Countries : USA


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 recruitment, 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.


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

Get insights into the HR best practices of a large global service organization

Understand the role of employee development programs for retaining employees and improving organizational productivity

Appreciate the benefits that accrue to an organization through the use of employee-friendly policies


  Page No.
The Spirit to Serve 1
Background Note 2
The Marriott Way 3
The HR Practices 4
Training and Development 7
Employee Retention and Welfare Initiatives 7
Grievance Redressal System 10
The Benefits Reaped 11
Exhibits 13

Key Words:

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

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