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

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