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Business Case Study: Motivation & Organizational Behavior at Marriott

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  • 0:00 Organizational…
  • 0:49 Marriott's Core Values
  • 1:42 A Culture of Happy Employees
  • 2:24 It's All in the Training
  • 3:40 It Takes a Marriott Village
  • 4:16 Lesson Summary
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Lesson Transcript
Instructor: Kat Kadian-Baumeyer

Kat has a Master of Science in Organizational Leadership and Management and teaches Business courses.

The Marriott Corporation has a unique philosophy when it comes to taking care of employees. They believe that treating employees right creates loyalty. Employees who are loyal will provide better service. This, in turn, will make the company more profitable.

Organizational Behavior & Motivation

It's no secret that employees who are motivated tend to be more likely to reach their goals. Within a company, there are many factors that lead to having highly motivated employees. There's ability, for one. This happens when employees are given the right tools to perform their jobs. Things like having a support system and ample information are also important pieces.

How do we know this? Simple. There are people who actually study organizational behavior. This is nothing more than how people interact and work in their environments, and it is measured in terms of work attitudes, like commitment, satisfaction with one's work, and job performance. Truth be told, some companies work hard at learning what their employees need. Marriott Corporation is a great example, and it all starts with their core values.

Marriott's Core Values

It's no wonder that Marriott Corporation has such low turnover. They treat their employees well! So much so that Fortune magazine reports that the average tenure for a general manager is upward of twenty-five years. Many employees have reported being on the job for over twenty years.

So, what does Marriott do differently? It begins with their core values. These are the deep-seated beliefs that the corporation holds sacred. Marriott Core Values are:

  • We put people first
  • We pursue excellence
  • We embrace change
  • We act with integrity
  • We serve our world

Marriott Corporation believes in taking care of employees, that is for sure! They offer extensive training, rewards for performance, and plenty of opportunities for advancement. Their employees evidently love the way management treats them, and they refer to each other as family.

A Culture Of Happy Employees

The corporate offices offer many great perks, like dry cleaning services, a gym, daycare, and even flexible hours when possible. Flexible hours allow employees to balance their work and home life. A select number of employees worldwide who work on hotel properties are offered awards for outstanding performance, and Marriott holds an annual awards ceremony for these employees that make the grade. Some say it is like attending the Oscars.

You might be surprised to learn that each shift begins with a stand-up meeting. This gives employees of all levels an opportunity to share information, mingle, and even dance before they begin their workday. Yes, you read this right! At some Marriott hotels, employees kick up their heels before every shift.

It's All in the Training

Marriott Corporation is big on training too. This goes back to the notion that happy employees provide better customer service and increase profits. And in the Marriott mindset, it starts with training. So much so that they firmly believe in a principle of hire friendly, train technically. To exemplify this, Marriott hires people primarily based on personality and attitude and then trains them to perform their jobs. On average, Marriott employees spend about 30 days in training before they ever begin in their position.

This is mostly so that a new employee becomes immersed in the culture of the company. During training, the employee will learn all aspects of his or her job along with the corporate culture. When the staffer is completely trained, there is opportunity for a high level of confidence, which reduces turnover. Fewer employees quitting means less money spent on training replacements.

Marriott also cross-trains employees. This means one employee may train to perform several jobs. So, you may find that the front desk agent is also trained to set up banquet tables, clean a guest room, or even perform kitchen tasks. What makes this a winning idea is that each employee has an opportunity to learn different aspects of the hotel. The company benefits too. Now they have employees who can pitch in when needed. This seems like a win-win for everyone.

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