Erica Pollard, Vice President of Human Resources at Marriott International, oversees Marriott’s managed portfolio and explains how Marriott’s people-first culture creates an inclusive work environment for all.
Catalyst recently launched an initiative to help companies build more respectful and rewarding work environments for women in frontline roles. From retail sales to heavy machine operations, frontline jobs are some of the most important—and toughest—ones out there. Women are critical to our workforce and it’s important to better understand how they really feel at work.
We found that companies have a clear opportunity to attract and retain more women. When they address the needs of women in frontline roles, they position themselves to increase employee satisfaction, morale, and engagement—leading to improved retention and stronger performance.
Some of the hardest-working women are found in the hospitality industry, and women occupy the majority of hospitality frontline roles. Erica Pollard, Vice President of Human Resources at Marriott International, knows that firsthand. Pollard worked as a frontline leader early in her career and that experience has not only shaped her but also helped her empathize as a leader who supports the needs of associates at Marriott.
We spoke with Pollard about Marriott International’s commitment to the women working on the frontlines at hotels across the globe.
At Marriott, our commitment to putting people first has shaped our inclusive culture for nearly a century. With over 400,000 plus employees at our managed hotels, we prioritize creating a welcoming and equitable workplace where every individual feels valued and respected.
As a global company, women perform countless critical roles in areas such as front office, spa, finance, human resources, housekeeping, and sales at Marriott. Central to our mission is creating a safe and supportive environment for our frontline associates within our portfolio of managed hotels. We recognize that by nurturing such an environment, we foster opportunities for associates to thrive both professionally and personally.
We are passionate about investing in associates and value their different ideas and perspectives. Engaging with individuals from different backgrounds and experiences positions us for greater innovation and creativity in the workplace. In addition, when frontline associates feel they belong, they are more inclined to bring their authentic selves to work and better equipped to deliver exceptional service to our guests. This directly enhances the overall customer experience, fostering loyalty to our brands.
Marriott serves on the Catalyst Frontline Employees Initiative Board Task Force. Why did the Company sign on?
Our partnership with Catalyst presents an exciting opportunity for Marriott and we understand the importance of employers prioritizing the well-being of employees with unique backgrounds and perspectives.
The Catalyst Frontline Employees Initiative serves as a valuable reminder for us to remain forward-thinking and to invest in the future of our workforce.
At Marriott, we’ve leaned into three signature elements as part of our people strategy—Growing Great Leaders, Investing in Associates and providing Access to Opportunity. Over the past few years, we’ve made significant progress against our signature elements, implementing innovative leadership programs, and placing a renewed emphasis on holistic support for associates. Our newly launched people brand, Be™, underscores our commitment to associates that they can begin their career in hospitality, belong to an amazing global community, and become the best version of themselves.
We’ve also adapted to the evolving needs of the workforce, prioritized flexibility and choice, enabling us to tap into a larger talent pool while enhancing retention among longstanding team members.
The Catalyst Frontline Employees Initiative Board Task Force offers yet another avenue for us to focus on women in leadership. We’re truly excited to be part of this transformative task force.
What are some of the specific things Marriott is doing to make working conditions respectful and rewarding for women in frontline roles?
At Marriott, we value associates’ commitment when they choose to work at our hotels. Recognizing this, we are dedicated to providing them with the utmost care and support. Central to our approach is fostering an environment where every associate, particularly women in frontline roles, feels respected and rewarded.
Our commitment to dignity and respect extends beyond mere rhetoric; it’s infused within Marriott’s culture. At our Marriott managed properties, we actively encourage open communication through our open-door policy, empowering associates to address any challenges they encounter with guests or colleagues.
We are also investing in initiatives to support our frontline workers. One such initiative involves leveraging technology to enhance the efficiency of housekeeping operations. By introducing state-of-the-art housekeeping carts designed for optimal maneuverability, we’re easing the physical strain of the job and empowering our associates in housekeeping, many of whom are women, to work more effectively.
In addition, we recognize the importance of holistic well-being and have a comprehensive wellness program called TakeCare, which supports physical, financial, and mental wellness. Our hotel-based champions continually look for ways to bring wellness into the workplace, and we regularly incorporate activities like yoga and stretching exercises into our daily routines. These practices promote physical health, enhance mobility, and alleviate the physical demands of frontline roles.
Finally, our Women’s Associate Resource Group has an active membership at our managed properties of both women and allies, celebrating cultural observances, hosting networking events, and nurturing a sense of belonging and mutual respect among our associates.
By prioritizing respect, support, and inclusivity, we’re creating a workplace where all frontline workers can thrive, realizing their full potential within Marriott International.
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