Marriott Manila Hotel

Cabuena, John Philip

Castro, Lenard

Damasco, Kenneth

Gapasinao, Jimelyn

Navarro, Jan Jefferson

Valmoria, Catherine
Coaching

An overview of Marriott Manila Hotel many coaching programs and courses o Marriott’s Development
and Coaching Program.

A. Orientation for new employees - To ensure that new employees have the skills they need to function
effectively, the program begins with a new hire orientation program for all employees. The program's
goal is to familiarize new staff with the Marriott brand, culture, and their individual hotel/region.

B. Hourly international training - Marriott states that each hourly employee receives 15 minutes of
training every day. The training focuses on the important skills and knowledge areas that employees
must learn to do their tasks, such as culinary, room operation, and procurement.

C. Gateways - Non-management hourly employees are eligible for the Gateways program. It is intended
to provide discipline-specific abilities that are required for various jobs. Finance, HR. IT, loss prevention,
PR, and sales are among the fields that will be included.

D. Core management training - Over 20 different management coaching programs are attended by
Marriott managers. Certified trainers, experienced specialists, and property-based management teach
the courses. Other courses, such as internet-based learning, are self-directed. Classes usually have 20-25
people in them, and they contain a lot of group interaction, hands-on activities, pre-and post-test
evaluation, and action planning.

 Programs and offers based on hotels

A. Essential Skills for Supervisors and Managers - Welcome to Marriott Management, Communicating
for Success, Hiring the Best, Training and Developing your Associates, Coaching for Great Performance,
Building Top Performing Teams, Conducting Performance Appraisals, Managing Conflict, Juggling Time,
Business Basics, Create Experiences, Effective Daily Meetings, Goal Setting, Your Career and You, and
Stress Management are among the 15 modules included in the above course.

B. In Motion - Supervisors have hands-on experience learning about different hotel departments and
acyclopine broader note experrise whichonelos them oredare or manasement responsibilities.

C. Get On Board - This coaching program is meant to introduce new managers to International Lodging
both outside and internally employed. The manager "new to Marriott Manila Hotel" encounters and
learns Marriott's culture, regulations, and procedures for International Lodging through several channels
while establishing the essential connections.

D. Virtual Learning Resource Centre of Ashridge - Offering colleagues, the ability to learn at their speed
through access to the Virtual Learning Resource Centre demonstrates a commitment to associate
development

 Programs & Offerings Directed by a Facilitator

The programs are divided into three levels, each of which corresponds to one of Marriott International's
Core Competencies (Leadership, Managing Execution, Building Relationships, Generating Talent and
Organizational Capacity, Learning and Applying Personal Expertise, and Business/Functional Results).
A. Implementation of Property Strategic Planning - This two-day event is designed for the hotel
Leadership Team and is held 30 days before the launch of a new Marriott International property.

B. Marriott International University's Courtyard - This is an exclusive Marriott coaching program for
Courtyard General Managers and Assistant Managers from across the world. Understanding the brand's
positioning, product and service standards, pricing strategies, effective food and beverage, and
establishing hotel-specific action plans to meet goals are all part of the program.

C. On-Site Training Programs - Hotel managers that facilitate Marriott's at the Beginning, Passports to
Success, or other on-property training programs for hourly employees would benefit from this course.

D. Skills for Effective Training - Co-facilitation approaches, phases of experiential learning, assessment,
and a deeper knowledge of learning styles are all part of the workshop and certification process.

Cultural Framework

People First Culture:

 Core Philosophy: "Take care of associates, and they will take care of the customers."
 Values and Behaviors:
 Prioritize the well-being and growth of associates.
 Foster a positive work environment.
 Recognize and reward the contributions of associates.
 Encourage a strong sense of community and teamwork.

Impact:

 Consistently recognized globally for a people-first culture.

 Awards and accolades showcase the success of this philosophy.
 Opportunities for professional and personal growth are ingrained in the company's DNA.

Pursuit of Excellence:

 Core Philosophy: "Dedication to the customer in everything we do."

Values and Behaviors:

 Commitment to superior customer service.

 Attention to detail in every aspect of the business.
 Uphold the founder's goal of providing "good food and good service at a fair price."
 Pride in delivering excellence in every destination worldwide

Universal Integrated Framework (UIF)

Continuous Professional Development Despite fierce competition from companies such as Wyndham
and Hilton, as well as industry disruptors such as Airbnb, Marriott has achieved a rare status as a fortified
category leader. This did not happen by chance, and the company's industry prowess will undoubtedly
see it through the current global crisis. The organization has long believed that taking care of employees
would motivate employees to take care of customers, and that belief has paid off. In Marriott various
approaches to self-managed learning, such as seminars and conferences are the best tool of self-
learning. There are times when acquiring knowledge through this method can be sluggish and dispiriting.
Internet, individuals can learn and gain knowledge through internet by reading the articles based on
management studies, strategic, risk management etc. that are shared by different authors or
professional leaders and apply whatever learned in real life practices. Social networking, the emergence
of technology and rise in use of social media platforms like Facebook, Twitter, Meet Me etc. are leaving
an impact on the self-leaning styles of an individual. More people are making the best use of these
platforms in establishing communication with different people across the globe and collecting
knowledge based information. Being active in social media is helpful in improving the abilities of
customer interaction. On-the-job Training, for gaining experience on leading a team as a Senior Manager,
it is important to first concentrate on training programs provided in Marriott. Apprenticeship is the most
effective tool for lifelong learning with the help of practical applications of analytical knowledge gained
under the supervision of the administrator. By undertaking this method, Marriott's staffs can bring the
much-needed development in their skill sets by further studying the customer feedback and accordingly
designing services that are customer satisfactory.

Continuous development, in Marriott, it is a proven fact that evolving of professional skills on a regular
basis will drive an employee towards acquiring efficiency at work. Employees can make use of both
formal and informal sources for collecting useful knowledge related to the skills that are required. By
gaining knowledge, a person can practice the skills in a continued way that eventually is needed for the
expansion of learning for a longer prospect. Self-managed learning is an efficient process of lifelong
learning as individuals evaluate their own needs with their current skills and adopt approaches that
would assist in filling in the gap amid the current and needed skills. The benefits of self-managed
learning to the Senior Manager in Marriot, through the use of SML technique has helped them as a
Senior Manager to further evolve their existing skills and abilities related to problem solving and making
an efficient use of self-capabilities like active listener along with that of been impartial in resolving
workplace conflicts. Sir John Willard Marriott who is the Executive Chairman and Chairman of the Board
Marriott International and Arne Sorenson, President and CEO at Marriott International are two of the
professional leaders they admire most. Using SML has allowed them to evolve their confidence at both
personal and professional levels and becoming more productive.
  Based on your findings, what are their cross-cultural and diversity coaching best practices that
can be adopted into the whole tourism and hospitality industry of the Philippines? Provide at
least two (2) examples.

Cross Cultural

Philippines are a fascinating blend of vivid history and current innovation. They are a culturally
heterogeneous nation with influences from Spain, Britain, China, and Arab countries blending within a
dynamic national culture. This island nation is drawing interest from corporations and investors
throughout the world due to its thriving agricultural, industrial, and service sectors as well as its
expanding and vibrant workforce. Business executives must gain a thorough awareness of the social
customs and business protocol that govern relationships in the Philippines due to its unique culture.
These three cross-cultural pointers can assist you in navigating the complex social fabric of the
Philippines, whether you’re forming relationships in Manila or negotiating contracts in Davao.

Example:

Find the Balance of Hiya and Amor-proprio:

Like the notion of face entrenched in many Asian cultures, Hiya, or the Filipino feeling of self-worth, is
engrained in Filipinos from an early age. The humiliation one feels when they don’t live up to
expectations or violate societal norms is called hiya. Filipinos will do whatever it takes to keep both
themselves and other people from feeling uncomfortable or embarrassed. Filipinos pay close attention
to needs and wishes and avoid confrontation. They will just answer “yes” to avoid embarrassing
themselves or others.

Be mindful of Hiya when conducting business by refraining from using harsh language or blatant
rejections. Recall that amor-proprio, or “self-love,” is highly valued by your Filipino counterparts and is
exhibited by friendly, non-confrontational demeanor, and welcoming hospitality. Filipinos work hard in
the workplace, contributing great ideas and working together to give themselves and their peers amor-
proprio.

• Diversity

The Philippines is a country rich in diversity. This nation is home to numerous ethnic groups and over a
hundred dialects. Not only that, but the culture's richness is further enhanced by its rich historical
background and archipelagic features. Thus, the Philippine workplace scene is actually highly diverse,
despite its seeming lack of diversity. To help you, here are some things you should be aware of regarding
diversity in Philippine HR.

Example:

• Religious Diversity

Filipinos are a devoted Christian people. Approximately 80% of the population identifies as Catholic.
Other than Catholics, there are Muslims, Christians, and evangelists. Their religious beliefs may have an
effect on their morals and behavior, occasionally even shaping their actions. You also have to
acknowledge the fact that their different religious beliefs would restrict what they could do. For
example, because Muslims fast during the month of Ramadan, they are not permitted to eat pork. Since
Iglesia ni Cristo does not celebrate Christmas, members are not allowed to attend Christmas festivities
sponsored by your company. It’s imperative that you value each worker’s belief in your business.

 How can this task performance benefit you in your future role in the industry and society? Cite
at least two (2) realizations or applications.

Learning about Marriott Manila Hotel's coaching programs, such as orientation for new employees and
core management training, provides insights into the company's strong commitment to developing its
employees. Also Marriott's people-first culture, emphasizing associate well-being and positive work
environments, demonstrates the company's dedication to creating a supportive workplace that
prioritizes recognition and fosters a strong sense of community and teamwork and Marriott's continuous
professional development strategies, from seminars to internet-based learning, highlight the company's
adaptability in a competitive industry, with an emphasis on self-managed learning contributing to the
ongoing skills evolution of senior managers.

Understanding cultural nuances in the Philippines, including concepts like Hiya and Amor-proprio, as well
as religious diversity, is crucial for successful business interactions, fostering positive relationships in the
diverse Philippine workplace. Appreciating cross-cultural dynamics prepares individuals for roles in
diverse industries, enhancing their ability to navigate and collaborate effectively in global settings, while
recognizing the importance of continuous professional development underscores the value of staying
adaptable and seeking knowledge throughout one's career.