Hospitality Management Research and Education

This assignment provides a comprehensive overview of the hospitality industry, covering topics such as human resource management, customer experience, revenue management, and strategic management. It includes references to various books and journals that offer insights into successful small upper segment culinary restaurant owners, managing the culinary innovation process, perceived organizational support, career satisfaction, and performance outcomes. The assignment also touches on service quality management, human resource management for hospitality, tourism, and events, promoting cooperation in the hospitality industry, and essential hospitality management competencies.

MANAGING HOSPITALITY
ORGANISATION

Table of Contents
INTRODUCTION ..........................................................................................................................1
TASK 1............................................................................................................................................1
P1 Analyse the principle of managing and monitoring financial performance......................1
P2 Implementation of double entry book keeping system of debts and credit to record
transaction...............................................................................................................................2
P3 Formation of Trial balance................................................................................................5
TASK 2............................................................................................................................................1
P4. Different stages of HR Life cycle....................................................................................1
P5. Performance management plan for HR Executive...........................................................2
TASK 3............................................................................................................................................3
P6. Specific legislation that Marriott needs to comply...........................................................3
P7. Company, contract and employment law carries a huge impact upon business decision
making....................................................................................................................................4
TASK 4............................................................................................................................................5
P8. Different functional roles in hospitality sector.................................................................5
P9. Different methods of communication, coordination and monitoring applied with a specific
department..............................................................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Business management in hospitality industry is distinguished form other organisational
systems and streams (Bharwani and Butt, 2012). This report is based defines the tactics and
styles related to managing and monitoring financial performance of transactions of business in
hospitality industry. Marriott hotel is considered to complete this report. Human resources and
life cycle with in organisational context is considered with proper HR strategies and plans in
business context. The impact of legal and ethical consideration in hospitality organisation also
considered in this report for consolidating the changes and variations among the hospitality
organisations also defined in this report. Importance of coordinating and integrating various
departments with in hospitality sector also considered in this report.
TASK 1
P1 Analyse the principle of managing and monitoring financial performance
Organisation's financial performance indicates towards the sustainable structure of
business management in every sector. There are type of financial monitoring and managing
methods are considered essential in organisational context to analyse effectiveness of financial
resources such as;
Monitoring of financial statements: This is one of the major evaluating and monitoring
framework that helps in determining the essential aspects and changes to consolidate and
categorising the financial information in different sections such as income and loss account,
financial position statement and cash flow statement (Boella and Goss-Turner, 2013).
Forming of trial balance: This is a process in which all the record are recorded annual
basis in a single format before forming balance sheet.
Annual budget formation: Tracking budgets and information related to capital
investments and earnings are also some essential aspects considered in this report.
a. Operating profit margin
2014 2015
Operating Profit Margin Ratio(%)= 914 / 9482*100 1042/11365*100
9.64 9.17
1

b. Return on capital employed
Return on Capital Employed = Operating Profit / Capital Employed * 100
2014 2015
Return on Capital Employed(%) = 914 / 11033 *100 1042 / 13943 * 100
8.28 7.47
Note: Capital employed= Total Asset – Current Liabilities
c. Current ratio
Current Ratio =
Current Assets /
Current Liabilities
2014 2015
Current Ratio = 4926 / 1508 7700 / 5174
3.27 1.49
d. Days Trade receivables
Day's Trade Receivables = Accounts Receivables / Total Credit Sales *365
2014 2015
Day's Trade Receivables= 2540 / 9482 * 365 4280 / 11365 * 365
97.77 137.46
Note: It is assumed that all revenue are credit sales.
Note: In calculation of Days trade receivable, 365 days are considered.
e. Sales revenues to capital employed
2

Sales revenue to capital employed = Revenue / Capital employed
2014 2015
Sales revenue to capital employed = 9482 / 11033 11365 / 13943
0.86 0.82
Note: Capital employed= Total Asset – Current Liabilities
P2 Implementation of double entry book keeping system of debts and credit to record transaction
Journal entries:
Date Particulars Dr. amount
Cr.
Amount(In￡)
01/04/16 Cash A/c Dr. 180000
To Capital A/c 180000
(Being cash is invested in new business)
10/05/16 Property A/c Dr. 130000
To Cash A/c 130000
(Being Property purchased in cash )
15/06/16 Purchases A/c Dr. 6000
To Cash A/c 6000
(Being goods purchased in cash)
01/07/16 Cash A/c Dr. 8000
To Sales A/c 8000
(Being goods sold in cash)
01/08/16 Purchases A/c Dr. 9000
To Cash A/c 9000
3

(Being goods purchased in cash)
01/09/16 Sundry Expense A/c Dr. 200
To Bank Overdraft A/c 200
(Being sundry expense paid through cheque)
01/10/16 Cash A/c Dr. 17000
To Sales A/c 17000
(Being goods sold in cash)
01/11/16 Wages A/c Dr. 2100
To Cash A/c 2100
(Being wages paid to employee)
01/12/16 Postage cost A/c Dr. 300
To Bank Overdraft A/c 300
Ledger posting
Cash A/c
Date Particulars Amount Date Particulars Amount
01/04/16 To Capital A/c 180000 10/05/16 By Property A/c 130000
01/07/16 To Sales A/c 8000 15/06/16 By Purchases A/c 6000
01/10/16 To Sales A/c 17000 01/08/16 By Purchases A/c 9000
01/11/16 By Wages A/c 2100
31/03/17 By Closing Balance C/d 57900
Total 205000 Total 205000
Capital A/c
Date Particulars Amount Date Particulars Amount
31/03/17 To Closing Balance C/d 180000 01/04/16 By Cash A/c 180000
Total 180000 Total 180000
4

Property A/c
Date Particulars Amount Date Particulars Amount
10/05/16 To Cash A/c 130000 31/03/17 By Closing Balance C/d 130000
Total 130000 Total 130000
Purchase A/c
Date Particulars Amount Date Particulars Amount
15/06/16 To Cash A/c 6000 31/03/17 By Trading and P&L A/c 15000
01/08/16 To Cash A/c 9000
Total 15000 Total 15000
Sales A/c
Date Particulars Amount Date Particulars Amount
31/03/17 To Trading and P&L A/c 25000 01/07/16 By Cash A/c 8000
01/10/16 By Cash A/c 17000
Total 25000 Total 8000
Sundry Expense A/c
Date Particulars Amount Date Particulars Amount
01/09/16 To Bank OD A/c 200 31/07/18 By Trading and P&L A/c 200
Total 200 Total 200
Bank Overdraft A/c
Date Particulars Amount Date Particulars Amount
31/07/18 By Closing Balance C/d 500 01/09/16 By Sundry Exp. A/c 200
01/12/16 By Postage Cost A/c 300
Total 500 Total 500
Wages A/c
Date Particulars Amount Date Particulars Amount
5

01/11/16 To Cash A/c 2100 31/07/18 By Trading and P&L A/c 2100
Total 2100 Total 2100
Postage Cost A/c
Date Particulars Amount Date Particulars Amount
01/12/16 To Bank OD A/c 300 By Trading and P&L A/c 300
Total 300 Total 300
P3 Formation of Trial balance
Trial balance: It is a rundown of formation of adjusts of record accounts on a specific
date and is the initial move towards the readiness of budget summaries. Record adjusts are
isolated into charge adjusts and credit adjusts (Cetin and Dincer, 2014). Resource and cost
accounts show up on the charge side of the preliminary parity while liabilities, capital and salary
accounts show up on the credit side. It is typically arranged toward the finish of a bookkeeping
period to aid the drafting of budget summaries.
Trial Balance
As per above trial balance it is analysed that the items contains cash, capital, property,
purchase and sales, sundry expenses, bank overdraft, wages and postage cost.
Particulars Dr. Cr.
Cash 57900
Capital 180000
Property 130000
Purchases 15000
Sales 25000
Sundry Expense 200
Bank Overdraft 500
Wages 2100
Postage Cost 300
Total 205500 205500
6

TASK 2
P4. Different stages of HR Life cycle
HR Life cycle: It refers to description of various stages of employer's time within
particular organisation and role played by individual or employee in that particular stage. HR
executive life cycle is depicted below with their importance and role played by them respectively
(Denizci Guillet and Mohammed, 2015).
HR Life Cycle of HR Executive:
Stage 1 : Recruit : HR executive is responsible for creating strategies for hiring new
employees and understand in which sector employees are needed, they strategies in such a way
that they are able tempt best options to expand business of Marriott. HR department places
advertisement, conducts interviews, administer profiles and source for right candidate using
different platforms like shine and so on.
Stage 2 : Onboard : At this point of stage, employees who are selected and has accepted
job are appointed by HR executive and have became part of Marriott. During this phase new
employees are given tools and information to work and adapt to working culture within
organisation. Policies, procedures, job duties and training is given to them and their questions
related to work are acknowledged. They are provided with identity card and access to
management system within organisation and this all is done by HR executive.
Stage 3 : Develop : Performance of new employees is accessed by HR executive and on
basis of that feedback is given for which meetings and one-on-one check-ins are conducted. To
motivate employees feedback is given on regular basis so that they can understand where they
are lacking behind and where they are excelling. Marriott uses performance management
software's to handle employees activity.
Stage 4 : Retain : HR executive makes sure that new employees have understood work
allotted to them and new employees ensure that they will develop within hospitality sector. HR
executive evaluates, recognize and trains employees for retaining them.
Stage 5: Off-board : In this stage HR executive completes all formalities which are
required when any employee leaves Marriott. They precede documentation and procedures in
systematic way and will tell employee about his benefits and final pay.

On the other hand, all these stages are important for HR Executive, as it may aid in
developing overall performance level and it may also lead them to take right determinations on
the basis of the overall scenario.
P5. Performance management plan for HR Executive
Performance management plan can be defined as a scheme which is made or developed
for a specific job role so that effectively right determinations can be made. With the help of this,
performance level can be improved in much effective and efficient manner (Evans, 2015). Away
with this, it has been analysed that it is required for HR manager to develop this kind of plan for
every single individual so that they may improve their performance level. In present context,
Marriott hotel's HR Executives' plan is being developed underneath for meeting the gaps among
desired and existing performance measures.
Name of Employee John
Job Title HR Executive
Department HR Department
Date of initial meeting November, 15 2018
Names of other attendees Mark, Jose and Albert
Duties and improvement
required
Expected Outcome Support and
Dependencies
1 Training to employees
where just 20 out of 100
staff gets the training on
monthly basis.
Training provided to 50
staff members in 15 days.
Regular review by top
administrators of Marriott
Hotel.
2 Feedbacks from staff for
their issues that they face
every day.
Resolve almost 30 issues
of staff every month.
Reviews of head of
departments.
3 Recruitment of best and
qualified applicants in
Marriott Hotels.
Recruiting 10 right
candidates for the correct
job profile in every 2
Regular review by top
administrators of Marriott
Hotel.
2

months.
Review
Date:
Met/Not
Met/Partial
ly Met
Review
Date:
Met/Not
Met/Partial
ly Met
Review
Date:
Met/Not
Met/Partial
ly Met
1 Outcome:
December
19, 2018
Met Outcome:
December
29, 2018
Not Met Outcome:
March 19,
2019
Partially
Met
2 January 19,
2019
Not Met March 21,
2019
Partially
Met
April 27,
2019
Met
3 February 20,
2019
Partially
Met
December
31, 2018
Met December
19, 2018
Not Met
Form the above plan it is required to monitor the performance of the HR executives. The
objectives are required to correlate with accurate results and assumptions. The areas which are
not adequately addressed needs to be re invented and analysed in various streams. The addition
in term of training and development also required to attain in various streams with critical cases
and formats.
TASK 3
P6. Specific legislation that Marriott needs to comply
Hospitality industry in modern era is being considered as fast changing sector because of
needs of customers and trends as well. Therefore, it has become vital for them to make
alterations as per the requirements of clients. In every industry government impose the laws. So,
in hospitality industry as well the government assertion the laws (Gehrels, 2013). The manager,
staff and employee everyone have to be aware about the restrictions the government imposed.
The law related to the food, liquor, and customer.
 The Food Act: The main points which is cover under this act are the quality of food,
preparation of food, hygiene and purity of food related law. They also concern about the
environment hygiene as well. Marriott hotel is an international company so for them
personal and environment hygiene comes under the priority list. This regulation is made
to provide the sound and safe environment to the customer.
3

 Liquor Control Act: To sell the liquor every hotel is required to apply for the license.
The license is issued by the state liquor control commission. The licence is required to
renewed every year otherwise license can be cancelled (Swarbrooke and Page, 2012).
The license is issued to hotel according to there category. The residential license is issued
to them those hotels have at-least 20 guest room. The general licence is issued to hotel
those have residential or the premises, the club license is restricted license, the hotel can
serve the alcohol in club area only. Distributor license, on-premises license, packaged
liquor license and the limited license.
 Health and Safety at Work Act, 1947: This Act provide various provisions regarding
health and safety at work place to an individuals. It clearly protecting others against risk
which related to health and safety from those regular work. In this Act certain provisions
are listed and these provisions should be followed by the hospitality organisation. These
provision are as follow:- control hazards and manual handling, hotel and employees
insurance, display fire exit signs, training regarding equipment, biohazards cleaning and
laundry, chemical disposer.
P7. Company, contract and employment law carries a huge impact upon business decision
making
Legislations and rules affect the formation of work with in the organisation. Contracts
and information related to decision making and strategic planning also get impacted due to the
formational changes. Decision making plays a crucial role in hospitality business sector.
Organisation, contracts with staff and legislations linked with employees mainly are some of
factors that majorly impacts upon decision making processes of a business company. Various
employment acts such as Employment Relations Act, 1999 and Health and Safety Act 1947 are
required to address in order to maintain ethical order in operations. Amendments and changes are
parts of legislations that impact the effective decision and strategic planning process with in
organisation.
An example can be taken is of change among legislations related to staff where
Employment Relations Act, 1999 and if it is talked about HR executive of Marriott Hotel, then it
can be said that slight changes among laws needed to be expressed to staff so that their
knowledge could easily be enhanced (Israeli, 2014). Here, individual has to make decisions
related to conducting meetings and so on. Apart from this, another example can be taken is of
4

contract with an individual of Marriott Hotel where the person left the job, then it will directly
impact upon decision making process of HR executive where he/she might have to make
alterations as per the requirements.
TASK 4
P8. Different functional roles in hospitality sector
Hospitality industry consider to be bustling industry in the market. The segment of the
market is customer's service (Sisson and Adams, 2013). Marriott hotels is American
multinational hospitality company. They manages and franchise the broad portfolio of hotels.
There so many different departments in Marriott hotel and they are interrelated with each other.
Hospitality sector ensure the traveller's need to be provide in holistic manner.
Different functional roles in hospitality sector Catering assistance: Their general function is to provide assistance to catering manager.
Catering assistance work is to preparing, serving and communicating with customer.
Outside catering pulls the large amount of revenue for the food and beverage department.
Their work is to prepare, serve food and communicate with guest (Karatepe, 2012). They
check the quality and maintain the hygiene standards. Their role is interrelated with the
Executive manager. The skills they required is best communication, problem solving, can
perform with team, can handle the pressure. They have to inform to executive chief about
every task he is going to perform in Marriott hotel. Executive Chief: Their work is all related to the kitchen in the restaurant. All the dishes
which leaves the kitchen its their work to check the quality. They seek the preparation
and serving part of the restaurant (Robinson, Solnet and Breakey, 2014). They work on
administrative and managerial task. They also creates the menu and invent the dishes for
restaurant. Their work is to ensure that food is prepare and order on time. Their role is
interrelated with restaurant manager. If chief is facing any difficulty in kitchen he will
concern to the manager. The department they relate with is food and beverage industry. Restaurant Manager: Their work is to check that restaurant is running successfully. The
restaurant runs profitably and compliance. They check the safety and hygiene standards
of the restaurants. They hire and supervise the staff, analyse the budget of the restaurant.
They interact with guest and the customer's, they always try to maintain the stock level
5

and the order supply. Manager are required to be good at communication, numerical skill
have to be strong. Their role are interrelated to hotel receptionist. If any thing happen in
the restaurant than they directly contact to the hotel receptionist. Because restaurant
comes under the hotel.
 Hotel Receptionist: They are the one who interact with the guest at first. He/she treated
as the face of the hotel. So, they are required to provide best customer service. Their
work is to address the guest and inform them about the check-in and check-out in hotel.
They responds to the quires of the guest and also perform the administrative work as
well. Their role is interrelated with house keeping department of the Marriott.
P9. Different methods of communication, coordination and monitoring applied with a specific
department
Communication, coordination and monitoring of guest in Front Desk department of
hospitality industry (Mok, Sparks and Kadampully, 2013). First impression of customer starts
with front desk. Front desk is the place where customer come first. The communication,
coordination and monitoring with customer need to be effective. In front desk two methods of
communication, coordination and two monitoring are used.
Communicating method used by Front desk: Verbal Communication: This communication style is used by many hotels. Marriott used
verbal communication because this communication style is uncomplicated and specific.
So, use the simple words with the customer to avoid the misunderstanding. Verbal
communication can be done face-face, through telephone or by the radio. Written communication: Front desk of the Marriott hotel used the written
communication in the form of SMS, email's or the direct mail to the customer. The
language which is used have to be simple and uncomplicated.
Coordinating methods used by Front desk:
The coordination between the front desk and house keeping required to be the best
because the sale of room, maintenance of room, arrival & departure of guest is controlled by
front desk. Mutual understanding: The hotel front desk and the house keeping department required
to maintain the mutual understanding between each other to avoid the inconvenience to
the guest (Nickson, 2013).
6

 Standardization of work: The work front desk and the house keeping department
performed have to maintain some standards. Their related to issue of room, arrival of
guest and departure of guest. They have work under the standard form.
Monitoring methods used by front desk: Quantifiable monitoring method: Through this method the front desk people of Marriott
hotel analyse and collect the numeric data. This analysis is done in spreadsheet format to
analyse the statistical data. The number of time customer arrival at the hotel and what the
services the customer avails.
 Behavioural monitoring method: There is no confine way to analyse the behaviour of a
guest. So, by observing them at the time of arrival and departure. Company follow them
in social media and sited they visit to analyse their behaviour (Pechlaner and Volgger,
2012).
CONCLUSION
With the help of above mentioned report, it is being concluded that HR life cycle may aid
an individual to develop his/her own talent and it can also help in improving the retention level
as well. Away with this, an effective performance management plan is helpful in finding out the
gaps among existing and desired skills and through this right kind of determinations can easily
be made. Lastly, different communicating and integrating functions of departments with in
hospitality sector are summarised to interrelate roles with in organisation.
7