Guidance Materials for Roles and Operational Policies and Procedures of Department Manager within a Hospitality Organization

This report provides guidance materials for department managers in a hospitality organization, outlining their roles and operational policies and procedures. It also explains strategies, policies, and procedures to address operational issues and improve efficiency. The case study focuses on Delta Hotel by Marriott, a four-star hotel brand in Canada. The report covers topics such as recruiting staff, customer service, training, operational policies, and communication methods.

Guidance materials for roles
and operational policies and
procedures of department
manager within a hospitality
organization

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Produce set of guideline that outlines roles, operational policies and procedure within
hospitality enterprise....................................................................................................................3
Explain organisation strategies, policies and procedures to chosen operational issues...............5
CONCLUSION................................................................................................................................9
REFERENCES................................................................................................................................1

INTRODUCTION
Operational manager termed out as key part of management team and also oversees high
level of HR duties as attracting talent, to improve quality and setting high standards (Rajesh,
2020). This aids to promote company culture, motivates top performance and high morale. It is
crucial to manage overall operational activities within enterprise.
The present report is based on business activities of Delta Hotel by Marriott, it is four star
brand of hotels and resorts that located in primarily within Canada.
Furthermore, assignment will cover the activities as to produce set of guidance for
departmental manager that outlines roles and operational policies and procedures within
hospitality enterprise. Also, operational issues will be defined to explain plan of action, policies,
procedures that assist to improve operational efficiency and effectiveness.
MAIN BODY
Produce set of guideline that outlines roles, operational policies and procedure within hospitality
enterprise.
Operational manager termed out as key part of management team that oversees high level
of HR duties. They also analyse, improve organisation processes and works towards to improve
quality, efficiency and productivity (Yusuf, Rasyid and Rura, 2020). In addition to this, the role
and functions of operations manager may vary in one or more aspects of business within
departments. Additionally, policies and procedures needs to be designed to influence and
determine decison and action of departmental manager within hospitality enterprise.
Roles of departmental managers as-:
 Recruiting staff- The departmental managers works as to recruit and select staff to carry
out business activities effectively and efficiently. Thus, departmental manager of Delta
hires the suitable and skilled labour workforce to carry out better organisational
processes.
 Customer service- Huge number of customer service responsibilities falls over
hospitality departmental managers (Hyland and Mahmassani, 2020). They also takes
involvement within store operations aids to make them the most knowledgeable
individual. Therefore, departmental managers handles customer complaints to carry
streamlined operational activities.

 Training- Departmental managers trains the staff, engage customer’s and take special
orders. They must render effective training facilities to workers under them so that they
can perform their business activities in skilled manner.
Operational policies-
Operational policies within business can be defined as key personnel at upper level
management that makes sure that entity is performing at their best potential (Höller, Özsen and
Thonemann, 2020). Also, they puts their eyes over the multiple areas within hospitality, assured
productivity and efficient with help of reducing cost. Henceforth, policies are outlined as-:
 Supervise supply chain and inventory- The effective supply chain procedure and
inventory tracking plays crucial role in carrying out business activities effectively
(Morshed-Behbahani and Montazeri, 2020). Thus, it is responsibility of operational
managers to build streamlined activities in food and beverage department. For this, they
must have steady supply of materials.
 Workflow and staffing- Operational manager within entity needs to have effective
handling over the staffing requirement within enterprise. In addition to this, they must
work with HR to hire and train employees and to handle disciplinary issues. They needs
to be aware of requirements within each department and must adjust workflow and
reassign task that helps to efficiency so that better operational activities can be carried out
(Diaz, 2020).
Hence, this has been stated that policies and procedures are required to have consistency
within day to day operational activities. In addition to this, policies and procedure plays critical
significance to entity such as health and safety, legal liabilities, requirements of regulatory or
issues that have serious consequences. Also, policies and procedure enables workplace to have
clear understanding about individual and team responsibilities.
Delta hotel is a large hotel located in Toronto. it performs various types of operations to
fulfil the needs of customers. Moreover, there are many departments working in it such as
housekeeping, front office, etc. Each one differs from one another. the goals of hotel is to
provide high quality services to customers and gain their trust. But in recent times, hotel is facing
certain issues which has highly impacted on their efficiency. also, there is decrease in
productivity of hotel and quality of service (Rasyid and Rura, 2020). thus, it has led to
dissatisfaction among customers. However, there is a lot of work load on staff. so, management

is not able to manage operations. due to it, many staff is leaving. therefore, it has resulted in rise
in staff turnover. it has become a concern for management of Delta hotel to retain them for long
term. With increase in turnover the work is not properly managed. here, the issue has arisen
because hotel is not providing higher incentives and benefits to them accordingly to their roles.
Thus, they are feeling demotivated and not doing tasks in effective way. hence, goals are also not
accomplished in time. here, an example is shown that in housekeeping work John is responsible
for many things. the operational manager enforces him to work 16 hours. thus, he is getting
frustrated.
Explain organisation strategies, policies and procedures to chosen operational issues.
In the era of globalisation hospitality sector is facing many issues related to its
operations. Due to this, there is a great impact on efficiency of Delta hotel and goals are not been
attained (Nakano, 2020). Moreover, there are several operational issues that is been faced by
hotel. However, it is necessary to solve issue of employee turnover so that operational efficiency
is increased. This will be useful in working in team in effective way. Furthermore, there are
several strategies and policies formed and implemented by Delta to solve issue of employee
turnover. They are mentioned below as :
The policies are as-:
Measuring turnover and retention- Here, hotel can measure employee turnover on yearly basis
that to what extent employee are leaving the organisation. the policy will give insight on reason
why employee leaves. The calculations will show total dismissal, voluntary resignations, etc.
from different departments. Thus, on basis of it planning can be done.
Calculating retention stability index- The retentions can be measured out with help of dividing
total staff with 1 year services by total staff 1 year ago this will be multiply with 100. It will be
defined as the stability of index. Therefore, higher the score tends to given positive results.
Knowing the cost of employee turnover- With the help of putting cost on employee turnover
can assist to build better management activities within enterprise. This can be defined as one of
effective activity to reduce the cost. In addition to this, the cost of turnover can be inclusive of
the full cost of replacing worker who leaves. Henceforth, cost may be inclusive of-:

 Hiring cost, including selection process and advertising.
 To provide the training for replacement of employee.
Herein, the annual cost to turnover can be calculated with help of multiplying total leaver by the
cost per leaver.
Understands why employees leaves- Herein, the number of the policies can be implement to
identified the cause for leaving (Ayodele, Chang-Richards and González, 2020). These are
outlined as-:
 To analyse the HR administration data on the resignation, request for references,
retirements, dismissal etc.
 To have the use of exist interview that can directly ask to depart the employees.
 To conduct the employee survey that aids to ask about the current staff about the job
satisfaction and intentions to leave in future.
Therefore, this can be stated that employee retention can be reduced with implementation
of policies. By offering employee better progression opportunities, consulting employees how to
make the work more satisfying and with help of reviewing job roles. This all aids to carry out
better working within enterprise.
Strategies to reduce employee turnover within enterprise-:
Offer competitive pays- The people needs to pay competitive pay and benefits to an individuals.
It also assist to pay the standard expenses such as housing, food and utilities (Employee turnover
and retention policies, 2018.). By paying effective wages to employees the enterprise can reduce
their turnover rates.
Allow flexible work schedule- This is crucial to provide the flexible work schedules to
employees. Employees needs to have work life balance so that they can boost and performs
organisational activities in effective manner.

Be transparent and open- In this competitive era, this is crucial to be open with employees and
management to foster effective working environment. Additionally, open door policies assist to
encourage employees for the enterprise to make clear interaction with managers. This aids to
employees to feel valued.
By creating learning and development programme- Learning and development can be helpful
as this ensures high performance within entity (Parker and Andrei, 2020). Thus, manager of the
enterprise needs to be fair, transparent and must understood by employees, supervisors and
managers at all levels.
By removing toxic employees- Toxic employee scan affects the working of the enterprise in
huge aspect. Loyal employee aids to enhance the business profitability and productivity.
Service standard and method of communication
The service standard followed is
Performing priority services with resources available
Reporting to operational manager in case of any issue
Effective communicating with co workers
Maintaining quality of services
Method of communication
The management has to follow specific method of communication to interact with
employees, customers and stakeholder.
For employees they conduct meeting and then communicate.
With customers they have both direct and indirect communication. they send e mails, telephonic
interaction is also done.
The stakeholders are communicated via e mails, business meetings, etc.
Individual responsible for issuing, reviewing and revising operational procedure
For Delta hotel it is important to review and revise operational procedure. this is because
it is useful in working in effective way and changing procedure according with global changes.
Besides that, policies and procedure is developed and revised. so, in Delta hotel the operational
manager is responsible for issuing and reviewing of policy (Hyland and Mahmassani, 2020). He
will evaluate and analyse the entire operational process and compare it with policies. Then,
accordingly procedure are identified and set up. Moreover, department manager will be

responsible for reviewing of policy. He will review it and gather data. The, by discussing it with
operational manager of Delta hotel policy will be revised.
Process of identify resource requirement
It is necessary to identify the resources that are required in performing operations or
making changes in it. through that it becomes easy to fulfil needs of hotel. Thus, Delta hotel will
follow process of resource planning. In this there are certain steps that will be followed
What work is done – here, first thing is to determine that what type of work is to be done. this
gives overview of work and planning for resources.
list resources required – it is a process where different types of resources are identified. it
includes HR, finance, machine, etc. hence, overall resources are planned and listed.
Estimating resources – the resources are estimated from listing done. here, from each resource
requirement is estimated to fulfil hotel needs.
Process to review individual performance
In Delta hotel a specific process is followed to measure employee performance. It
supports in analysing issues and solving them. also, effective employee performance is done and
outcomes are achieved. the process is :
Establish performance standard- it is first stage where performance standards are set. they are set
on basis of job role, policies, etc. This gives insight that on what basis performance has to be
measured.
Develop procedure- here, planning is done that how individual performance will be measured.
this include method, time frame, etc. (Rajesh, 2020)
Measure employee performance- It is crucial stage where manager measure employee
performance on basis of standards set. for this their feedback is taken and results are compared
with set individual goals. The performance is tracked as well of individual on basis of job role.
Compare to employee metrics – Each individual employee performance is measured to all
metrics. it is evaluated with each other and industry metrics as well. hence, it gives overview
about their performance.
employee feedback- here, the manager communicates individual employee results to them. they
are provided with data about what they have done and in which area improvement is required.
Service recovery procedure

it is a process of gaining back customer satisfaction by solving complaints of
management. it enables in focusing on service failure and taking proper action. the procedure is
Analyse customer needs- Here, customer needs are identified which provide clear idea of their
expectations. then, accordingly process is formulated to fulfil it.
Acknowledge feelings – In this their feelings are recognised so that if there is change in it then it
is identified.
Owning responsibility- It means to own responsibility of how things are changed.
Offering alternative – this method is useful as it helps in retaining sense of control of them.
here, alternative options are provided to them to fulfil their needs.
Making changes – It means to apologise customer by sending a gift or some other thing. in
Delta hotel customer are sent some perks or service benefits.
Method of analysis operational info
As in hotel operational process consists of many tasks and activities so data and info need
to be analysed. this supports in making relevant changes and increasing its efficiency.
Furthermore, data related to weak areas, deviations, and other specific info is evaluated. thus, in
Delta hotel method is defined as
Step 1 Identify the operation to be analyzed (Parker and Andrei, 2020).
Step 2- Here, info is gathered regarding tools, process, equipment, etc. that are used in
performing operations.
Step 3- besides, information is collected from employee regarding what changes can be done and
how it will be beneficial for Delta hotel. In this similar operation is evaluated.
Step 4- By analyzing proposed changes are identified that whether new operation is required or
not
Step 5- Here, entire operational process is evaluated to find out whether any value is generated
from it or not. Moreover, cost and resources requirement is determined as well.
CONCLUSION
Hereby, this can be summarized that operational policies termed out as framework that aids to
capture key information in relation to service delivery and arrangements. The present report has
covered the business activities of hotel Delta by Marriott.
Additionally, assignment has covered activities as to produce set of guidance for departmental
manager that outlines roles, operational policies and procedures within hospitality enterprise.

Also, operational issues has been defined that explains plan of action, policies, procedures to
improve operational efficiency and effectiveness.

REFERENCES
Books and journals
Ayodele, O.A., Chang-Richards, A. and González, V., 2020. Factors Affecting Workforce
Turnover in the Construction Sector: A Systematic Review. Journal of Construction
Engineering and Management. 146(2). p.03119010.
Diaz, M., 2020. Management style and employee retention(Doctoral dissertation, California State
University–Northridge).
Höller, S.J., Özsen, R. and Thonemann, U.W., 2020. Determining optimal parameters for
expediting policies under service level constraints. European Journal of Operational
Research. 281(2). pp.274-285.
Hyland, M. and Mahmassani, H.S., 2020. Operational benefits and challenges of shared-ride
automated mobility-on-demand services. Transportation Research Part A: Policy and
Practice. 134. pp.251-270.
Morshed-Behbahani, B. and Montazeri, A., 2020. Analysis and exploration of infertility policies
in Iran: a study protocol. Health Research Policy and Systems. 18(1). pp.1-7.
Nakano, M., 2020. Overcoming Performance Trade-Offs. In Supply Chain Management (pp.
181-187). Springer, Singapore.
Parker, S.K. and Andrei, D.M., 2020. Include, Individualize, and Integrate: Organizational Meta-
strategies for Mature Workers. Work, Aging and Retirement. 6(1). pp.1-7.
Rajesh, R., 2020. Sustainable supply chains in the Indian context: An integrative decision-
making model. Technology in Society. 61. p.101230.
Yusuf, A.U., Rasyid, S. and Rura, Y., 2020. The Effect of Intellectual Capital and Supply Chain
Management on the Financial Performance by Using Cost Leadership Strategy as
Moderating Variable.
Online
Employee turnover and retention policies. 2018. [Online]. Available through:
<https://www.brighthr.com/articles/culture-and-performance/retention/employee-turnover-and-
retention-policies>
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