Hospitality Business Toolkit - ABC Catering

Hospitality Business
Toolkit

Table of Contents
INTRODUCTION...........................................................................................................................1
P4 Review the different stages of the HR life cycle applied to a specific hospitality job role
and their importance for retaining and developing talent.......................................................1
P5 Develop a performance management plan for a specific hospitality job role applying
techniques to resolve both negative behavior and overcome issues of staff retention...........4
P8 Explore how different functional roles within the hospitality sector interrelate...............2
P6 Identify various legislation that are applied under hospitality organisation.....................4
P7 Mention how employment and contract law can potential impact business decision making
for hospitality industry...........................................................................................................5
P9 Mention various methods of communication, coordination and monitoring that basically
strength the value chain of hospitality industry. ....................................................................7
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
The Hospitality Industry is very board in category which primarily covers service
industry which includes: food as well as drink services, event planning, transportation, tourism
and many others. This industry primarily depends on availability of disposable income.
Hospitality is referred to an industry which is known to provide which is known to provide Food
and drink services as well as accommodation services to people. This industry includes services
such as hotels, resorts, centres, catering industry and amusement parks. This report is based on
ABC Catering which is food production unit. This company is dealing in a catering industry
which is specialised in producing food products and offering food services. It is planning for
growth by improving staff and retain best employees within organisation. However, currently the
company is facing the issue of staff turnover. This report will provide different tools and
techniques which help in solving issues of this organisation. Motive of this report is to manage
financial records and transaction of organisation. HR life cycle will help in improve effectiveness
and efficiency of organisation as well as developing strategies for improving performance of
company. Different legal and ethical consideration implemented by government parties on
hospitality industry will have huge impact on business. There are various functions of different
department which should be interlinked with each other so that company can work smoothly and
achieving goal and objective of organisation.
P4 Review the different stages of the HR life cycle applied to a specific hospitality job role and
their importance for retaining and developing talent
HR life cycle refers to sequence of stages from which employee go through and role of
human resource department is responsible for taking each and every employee through these
stages (Evans, 2015). This is a concept which help in describing stages of employee's time in an
organization and responsibilities of human resource department at each stage. In this context,
HR stages for job role of Marketing executive will be mentioned underneath.
Attraction
This is the first step of HR life cycle where company will try to attract employees
towards organization in order to select best employees. The human resources department is
known to conduct numerous marketing activities so to stimulate employees to work with their
organization. For instances: To select a candidate for a marketing profile, HR department
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publishes advertisement on job portals and social media candidates so to attract suitable
candidates. This step will help in attracting more candidates towards organization and this
provide options to organization to select best fit for company.
Recruitment
Recruitment is the procedure of attracting and shortlisting a candidate for vacant job role
within the organization. In this step, ABC Catering company will try to recruit best marketing
executive for their organization. For hiring right skilled and high qualified employees for
organization, human resource department have to develop effective strategies for staff plan
which provide proper understanding of position that is vacant and expectation from employees.
Moreover, in this phase, HR department of respective company require to develop strategic
staffing plan which involves understanding post which required to be accomplished such as
strategy for grabbing the attention of best and another recruiting concerns. For example: To hire
a suitable candidate for the marketing profile, HR department is using attractive compensation
and benefits so that good candidate could be availed. Also examine the benefits as well as
compensation packages for analyzing that they are competitive much for attracting top talent.
Formulating protocols for interviewing, that may involve written test as well as various needs of
interview and also concentrate upon active listening.
On boarding
When employee is selecting in organization, human resource team is responsible for
conduction on-boarding activities of employees (Bergene, Boluk and Buckley, 2015). On-
boarding is a process through which new marketing executive will be introduced to other
employees of ABC Catering company. In this step human research department will convey
organizational values to employee and explain new employee about culture of company. On-
boarding process is very important for new employees in order to understand job duties and
establishing relationship with co-workers and supervisors.
Enablement
In this step, new hired employees will be introduced with mission, vision and values of
ABC Catering company so that new employee will get better understating about company and
working style of organization. Human research department will guide new marketing executive
through completion of required paper work. This stage of HR life cycle is important for new
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employees for understanding benefit plans, rules or policies. So that new hired employees will
feel more comfortable and connected with ABC Catering company.
Development
At this stage of HR life cycle, human research department will conduct training and
development activities for employee which help in building long term career of employee with
company (Mackay, Chipato and Thom, 2016). ABC Catering company can use various tool and
techniques such as personality profile test of employees. This method will help employee in
analyzing best career options available with this organization. HR team will provide opportunity
to employees in developing their skills and abilities which help in profession growth of
employee. For instance: To develop the hired Marketing executive, Human resource department
can organise seminars as well as conferences so that they can be further motivated to perform at
an optimum level.
Retention
Retention stage in HR life cycle is a process for retaining employees within organization.
In this step, human resource department ABC Catering company will try to retain current
employee by offering some other unique benefits to employees. This is very important for
organization to retain its employee within company. HR team will analyses needs and
requirement of marketing executive so that this organization can fulfill employees need and
retain in organization. In this section grievances which has been put forward by the marketing
executives are analysed and resolved so that they can be retained for a longer period of time.
Retention of highly trained and skilled employee is very important for effective and efficient
working of company.
Separation
This is the last stage of HR life cycle and in this stage employee is separating from
company (Prayag and Hosany, 2015). Human resource team will ensure that all the policy and
procedure is followed by employee as well as company at the time of separation. ABC Catering
company will carry out an exit interview of marketing executive. The major queries which has
been brought up by marketing executives are thought upon and improved so that existing
employees does not face a similar environment.
HR life cycle is very important in developing as well as retaining employees within
organization. HR life cycle provides proper plan and procedure to company in order to develop
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employee’s skills and ability. Organising training activities within organisation will be helpful
in enhancing skills of employee as well as improving productivity of the organisation. HR life
cycle will also help in retaining trained and developed employee in organization by satisfying
employee requirement with organization.
Significance of human resource life cycle in order to overcome from problems of employees
retention
The human resource life cycle are utilised to make sure that issues are resolved so that it
leads to enhancement into employee retention as this maximize the morale as well as
performance of staff and its individuals objectives can simply get accomplished. Thus, it will
enhance the sense of belonging towards the company as well as possibilities of staff retention
can get maximized.
P5 Develop a performance management plan for a specific hospitality job role applying
techniques to resolve both negative behavior and overcome issues of staff retention
Performance management is referred to an ongoing communication between employer
and employee so that business goals are achieved (Prebensen, Chen and Uysal, 2018).
Undertaking performance management plan assures that pre- determined goals are met along
with improvement in skills and capabilities of employees. Managing performance is ongoing
process which includes communicating goals and objective of employees and evaluating
performance of employees in certain period of time. Measuring employee’s performance will
have HR team of this company in identifying contribution of each and every employee in
achieving goals of organization. ABC Catering company needs to develop a proper performance
management plan as it will help in analyzing and evaluating performance of employees.
Performance management plan:
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Performance Improvement Plan
Improvement
Objective
Success Criteria Techniques for
achievement of
objectives
Review Schedule Objective
Outcome
To improve
Communication
Skills
Improvement in
interpersonal
skills and better
reviews
Personalised
Approach to
communication
Review by
superior
Better retention
rate within
organisation and
higher retention
To Reduce the
amount of staff
turnover in the
organisation
Lower turnover
with organisation
Feedback
Mechanism
Frequent meeting
of HR managers
with other
departmental
heads.
Higher retention
and formation of
productive culture
within
organisation
To improve the
working culture
within
organisation
No delays in
work and
appropriate
productivity
Reviews Situational
analysis by top
management
Better
organisational
productivity,
better efficiency
of operations
.
Techniques which help in resolving negative behavior and overcome issues of staff turnover
There are some tools and techniques which will help organization in dealing with
negative behavior and overcome staff turnover issue.
 Adopting personalized approach: This refers as a techniques which help in resolving
issues of staff turnover as well as resolving negative behavior of employees. By adopting
personalized approach HR team can build and develop better relationship with employees

and understand needs and wants of unsatisfied employees. This approach will help in
identifying requirement of each and every employee and company should take steps to
satisfy needs of employees.
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 Feedback: This is one of the most important aspect that organization should adopt.
Company should take feedback's from employees. Feedback will help in better
understanding with employee point of view and organization can develop build its
strategies on the base of feedback collected from employees. It is opportunity for
employees to share their genuine viewpoints with company. Organization can also
improve their system according to feedback.
Review
This is the last stage of performance management plan. In this step actual performance of
employees is measured and evaluated in order. It helps in identifying weather performance of
employees match with set goals and objective (Manoharan and Singal, 2017). For evaluating
employee performance ABC Catering company can use 360 degree approach. In this methods
employee performance will be measure by considering feedback from suppliers, customers,
clients, supervisors, subordinates. This is will help in comparing employee's performance with
the set goals and objectives. Company can analyses weather set objective is achieved or not.
P8 Explore how different functional roles within the hospitality sector interrelate
In ABC Catering company, there are majorly three departments and these departments
are responsible for carry all business function. This company is dealing in a hospitality industry
and providing different offers to customers in events. ABC Catering company is currently at
growing stage so it is very important for this business to facilitates is products and services in
best possible way. By providing high quality services to customers, company can increase sales
as well as improve its productive. In order to achieve growth, it is very essential for business that
all its function work in effective way. It is very important for these functions or department to
interrelate with each other to achieve goal and objective of company. Interrelation of different
department and their functions of ABC Catering company with other departments is mention
below.
Human resource with marketing department
Human resource department function is to find and recruit right skilled employees
organization as well as solving issues of employees. This department is responsible for carrying
out all function related to employees of organization such as a compensation, performance
management, training etc. Marketing department of ABC Catering company is more related to
advertisement and promotion of services of this catering company. Both of this department have
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to coordinate and work with each other for effective and efficient working of organization.
Marketing team will share requirement in candidate to fill the vacant position to human resource
department and HR department is responsible for selecting the highly qualified and right skilled
employees for marketing department.
Marketing with finance department
These two department play a very important role in organization as finance department is
responsible for all monetary activities whereas marketing department work to improving sales of
organization. Marketing team is responsible for identifying needs and wants of customers to
improve sales of ABC Catering company. So for this marketing team requires finance in order to
conduct market research. Finance department is concerned with all financial aspects such as cost,
profits, feasibility of projects, sales growth financial performance of company as well as all
departments of organization. This department will provide budget to marketing department to
conduct its activities and at last measure profitability from various activities of marketing
department.
Food production with human resource department
ABC Catering company is offering different food products to customers in order to
increase its profitability. Production of food products are the major operation function of this
company where as HR department function is to increase performance of each and every
employee of production department. It is very important for both of this department to work
closely as their functions and activities are integrated. Human resource team will provide training
to production department so that this department will be able to work more effective and
efficiently. Training and development of employee will help in developing new skills which
leads to increase in overall performance of department. Trained employees work with their best
skill to achieve objective of organization. Whereas Food production department assures that an
appropriate environment within the organisation is formed and all the guidelines which has been
put forward by HR manager are followed.
P6 Identify various legislation that are applied under hospitality organisation.
Legislations are considered as the enactment as well as development of law through
legislative bodies through developing its law making procedures. Herein, the process they
include are measuring, amending as well as voting upon planned legislation and is related with
the terms utilise into bill to deliver judgement, purpose and values of proposal. Legislation plays
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significant role as this allows the organisation to facilitate effective services as well as obtain
competitive edge efficaciously. The hospitality sector basically comprises of entertainment, arts,
recreation, food services and many other. These are required for recreation of every person.
Moreover, this sector laws relate to workers as well as guests which further includes legislation
on health and safety of employees, protection of environment, licensing regulation relating to
alcohol etc. (Aragon-Correa, Martin Tapiade and Torre-Ruiz, 2015). It is very essential for
hospitality sector entrepreneurs and managers to know every aspect of these laws so as to
promote welfare of employees and will ultimately aim at ensuring the overall business growth.
Below mentioned are some of the legislation which are applicable in the hospitality sector.
The Equal Pay Act: This act is formed with a purpose of giving equal consideration to
all the employees working in an organisation and assuring that they equal pay for the work
regardless of their gender. Moreover, this act not only focuses on equal pay but it is an important
act of legislation. It covers individuals in same field of employment (Bowie and et.al., 2016).
Following benefits are covered under this act: Sick payment for the employees, various pension
schemes are launched, performance related benefits, rates and allowances for overtime and
others. ABC catering has to follow equal pay act in order to successfully carry out its business
operations with accurate efficiency.
The Food Act: This act became into force from 1997. It basically aims at covering
aspects relating to food safety programs. Moreover, this act basically deals with elements of
environmental hygiene of the food premises. It also covers preparation, manufacturing,
transportation, and selling of food. Furthermore the established operation under hospitality sector
must have solid acceptance and approval from the local council health environmental officer
being starting business (Camillo, 2015). The main points that are basically covered under food
act are: composition of food, preparation of food, food additives and the hygiene and cleanliness
of food items. Being a catering company ABC follows all the aspects covered under food act
because any negligence will lead to finish the company.
The Employment Act: Employment Act came into existence from 2002. The main
purpose of this act is lay down responsibility regarding economic stability regarding inflation
and unemployment. Moreover, it contains new rules relating to paternity, maternity, adoption
leave etc. Where paternity leave basically includes problems of male workers who are unable to
take time off and spend with mother and his children. It is very hard for an organsiation to follow
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these regulation as they keep changing after a frequent intervals. Moreover, this act widely
covers maternity leave which is regarding a mother, who should get leave during the period she
delivers her baby. ABC Catering basically aim at providing 26 weeks off with paid leaves.
National Minimum Wage Act: This act basically focuses on creating a minimum wage
rate. Under this act the pay to workers is basically paid per hour. Moreover, the prime purpose of
this act is to protect workers from unduly low payment. It helps to make sure that equitable share
of pay is given to workers so that they can fulfil their basic needs. Furthermore, this act is a
major element that help in overcoming poverty and leads to reduces inequality. ABC catering
focus on national minimum wage act and they also provide various incentives. These incentives
help employees to work with efficiency and ultimately both the company and workers are
benefited.
Food Information regulation: This act came into force form 2014. It primarily includes
regulations regarding the change to the existing enforcement (Chen and Lin, 2015). Furthermore,
The rise of this regulation have also the cause behind lifting provisions relating to to food
labelling regulations 1996. It helps in retaining the requirements of food items.
These legislation plays a very crucial role in achieving the established goals and
objectives for an organisation. Therefore, ABC Catering should effectively know each and every
aspects of various legislation act in order to capture good market share.
P7 Mention how employment and contract law can potential impact business decision making
for hospitality industry.
Under hospitality industry laws are basically made to sure that restaurants, hotels and
various public accommodations provides safety measures to their targeted customers. Moreover,
the hospitality sector basically covers various laws but the common objective of all these acts is
to protect customer's safety and laws. Moreover, each law significantly impacts the business
decision making for ABC Catering. Following are the major laws that impacts the company's
working conditions.
Employment Law: This law primarily emphasizes on relationship of employment.
Under employment law, moreover it mainly states the written statement of the main terms
mentioned in the contract act. Furthermore, there are some major points that are to be covered
under this written statement: names of employees and employers, job description of each and
every employee, notice period, rules and dismissal procedures and many more. Since, years
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employees are entitled with huge range of legislation laws. Employment contract is an essential
document. ABC Catering employment law should be specific in nature. This law potentially
affects the businesses decision making because all employment related activities are covered
under this law. Moreover, all the above regulation as well as laws that facilitates appropriate
direction to firm for attaining the objectives of organisation effectually. All laws have their own
negative as well as positive affects upon decision of enterprises that impact the culture of work
into work area. For instance: businesses are complied to conform with the minimum wage
criteria which has been formed by the government which results in offering higher sales to peple
working for the company.
Contract Law: Under hospitality sector a contract law basically highlights an agreement
which is made between two parties. Generally, it is related to exchange of ownership or sales of
goods as well as services (Elnasr, Sobaih and Jones, 2015). Valid contract is accepted at the
same moment which can be in the form of written and verbal communication. The six major
elements that are covered under ABC catering to carry out their business operation in the market
includes: mutuality, contractual capacity, consideration, proper element, legality and genuine
assent. For instance: it is very important for a business to have mutual consent over an agreement
otherwise it will not be considered as a contract. Beyond it, few of them have negative effect
upon operations of the enterprises that functions into hospitality industry. While executing
changes they has to be careful which they has not affect decision making of the business that
hamper firm's work life cycle. Changing or manipulating a contract involves large paperwork
which may hinder the work for an organisation. Moreover, in order to become a legal contract all
these elements are very essential. It is will unenforceable if it is invalid or illegal. Therefore, it
can be said that contract law is very important for all form of businesses. This law also impacts
the decision making of ABC Catering because if any of the six mentioned aspects are not
accurate the business activities will be negatively impacted.
Company Law: Company law basically comprises the nature of ownership which is
carried by respective company. There are various types of ownership practices like: partnership,
proprietorship, separate legal entity and many others. ABC Catering basically follows its
business activities through partnership form of ownership and all of its profits and losses are
divided on the agreed share between partners (Gibson and Parkman, 2018). However, various
laws followed by a company usually seeks that impacting the overall business decision making.
7

Taxation policy impacts the business decision making because the taxes are basically based on
the nature of ownership adopted by respective firm to carry out its business operations.
As per the above given illustration, this involves large difficulties that incurred into firms
as well as they have direct impact upon its procedures of decision making. In respect of
hospitality sector, there are many modification into laws that have essential affects on
organisational goals as well as it provoke firm to do changes into decisions that are executed into
work area.
Critically reflect the potential impact of regulation, legislation and ethical principle Carnival
Cooperation decision -making.
All company needs regulations as well as law that direct them to become more
disciplined and ethical for improving the whole organisational performance. But in few cases,
incidents are uncertain that effects the decision as well as performance of the enterprises.
Similarly, law assures that firm to facilitate effective full attention to injured staff and also give
primary supports to them. Through it, organisation can develop the workers morale as well as
facilitates effectual level of satisfaction that maximise company's brand reputation and aids them
to obtain competitive edge.
P9 Mention various methods of communication, coordination and monitoring that basically
strength the value chain of hospitality industry.
Communication basically involves transferring information from one person to another.
Moreover, every communication usually involves one sender and a receiver. It is complex
process in nature which is very essential to be performed effectively. This transmission of
message from sender to recipient can be affected by wide range of activities. For ABC Catering
effective communication is very essential for the company (Lashley, 2016). In hospitality
industry, employees of the organisation much be honest and polite in nature. This polite
behaviour adopted by employees would help the company in creating good reputation around the
world and ultimately result in increasing the overall market share of the company. There are
several ways through communication in an organisation takes place.
Verbal Communication: This form of communication basically involves words that are
delivered to the receiver of message. This type of communication can be over the phone, one-on-
one or through setting up groups. Moreover, the prime medium of message for verbal
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communication is oral. There are different types of verbal communication. Some of them are
mentioned below:
 Storytelling: This is one of the most effective form of communication. It basically helps
in serving the foundation of food and beverage department of a business organisation.
Because it helps is assisting clarification regarding business concerns (Peters and
Kallmuenzer, 2018). Furthermore, the quality of stories which a told by owner of the firm
usually states his capability of capital securing for an organisation.
 Crucial Conversations: This process is similar to storytelling, but more skill and
planning are requirement for this type of communication form. It is a high stake
communications process. Moreover, emotion under this communication at food and
beverage department may differ strongly.
ABC Catering effectively make use of verbal communication so that the needs of
customers are easily communicated to top level and measures are taken by company to improve.
Furthermore, it is observed that effective utilization of verbal communication has lead to enhance
company's overall growth.
Written Communication: This form of communication can never be avoided under a
workplace. It is a most commonly used form used by businesses in order to achieved desired
targets. Most common example of this type of communication are: paper, texts, emails, SMS and
many others. It is basically used for formal business decision making. However, effective writing
allows the receiver to understand everything properly. It also helps the reader to know goals and
state of the business clearly. Food and beverage department of ABC Catering effectively make
use of written communication. It primarily helps the organisation store data for future concerns.
Oral Communication: It is another form of verbal communication that generally
includes videoconferencing, face to face conversion, voice chart etc. This is an informal method
of communication which is usually grapevine. Prime use of this conversion is to making
effective business decision which is usually dependent on volume, pitch, speech clarity and non-
verbal communication which may be body language and visual cues (Rahimi and Gunlu, 2016).
ABC catering also make use of this communication because it is very helpful in making decision
regarding the company. Moreover, oral communication strengthens the value chain for food and
beverage department of ABC Catering.
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Face-to-Face Communication: This type of communication is most preferred method
specially in case of hospitably sector. It basically involves one on one conversion between sender
and receiver of the message. One of the most common example of this communication is
meetings that are organisation usually to attain the desired objectives. Meetings are common in
all business formats and with regard to food and beverage division of ABC Catering, the
company usually arranges meeting in order to accurately understand the business condition with
efficiency.
Non-Verbal Communication: Non-Verbal communication basically includes wordless
messages used for providing information (Rauch and et.al, 2016). These messages play a crucial
role in food and beverage division of the organisation. Moreover, communication under this
method are done through feelings and thoughts. ABC Catering also make use of non-verbal
communication.
Physical Non-Verbal Communication: Physical Non-verbal Communication basically
includes body languages, facial expressions, body posture, gesture of pointing, waving and many
others (Robinson and et.al., 2016). in food and beverage division of organisation must be aware
of all the forms of non-verbal communication in order to work with efficiency. Under hospitality
sector physical non-verbal form of communication is must needed. ABC Catering make use this
communication because they have to deal with their customers with smile gesture every-time.
Paralanguage: This is the most significant form of non-verbal communication which
basically consists emotions, tone, stress, pitch and voice quality. Moreover, it helps in
communicating the tone of voice the consumers. Furthermore, non-verbal communication in
food and beverage division generally aims at communicating the personality of a person.
Visual Communication: It is the third method of communication which basically takes
place in the form of visual illustrations, graphic designs and several other electronic resources
(Solnet, Kralj and Baum, 2015). Now-a-days visual form of communication in food and
beverage division is getting very common which basically makes use of charts and graphs to
communication information.
However, it can be concluded that there no one correct way of communication, but an
organisation must effectively understand the exact situation of the company. Therefore, ABC
catering should effectively understand the situation of the market and aim at deciding the
effective method for communication.
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Apart from this various methods of communication that are used into ABC catering are
mentioned below:
 Conference: It is the kinds of communication that is usually performed when there is
meeting with seniors as well as members of boards. With the aids of this particular
methods, strategy in respect of food and breverages section can be developed as well as
effective decision may be consider. It can be conducted with the assistance of video
conferencing.
 E-mail: It is known as the formal communication method that is used to communicate
crucial information within company. Effective information is delivered by mails into
firm. The ABC catering food and beverage department manager can deliver essential
information with the aids of this particular methods.
 Text message: Within this methods of communication, message are delivered to ABC
catering management in informal way. The senior authority of Food and beverage section
can give important information in informal way by using this particular method.
Various methods of coordination and monitoring
Some methods of coordination and monitoring that are used in ABC catering are
mentioned below:
 Policies and procedures: This is considered as the importance method of coordinating as
well as monitoring the task within ABC catering. With the aids of this particular method,
they will be capable to direct as well as manage its staff because this will perform
according to the planned policies.
 Delegation: This is considered as an another essential method of monitoring and
coordinating. Accountability of various tasks in food and beverage department can be
delegated to subordinates as well as each task in ABC catering can be performed in
effectual and efficient way.
Significance of methods for strengthen value chain
With the aids of all these methods of communication, monitoring and coordination, the
manager of ABC catering will be capable to develop effective policies for the upcoming action
course. It is significant as essential information can be delivered into formal as well as sequenced
way. Issues and mistakes within communication procedures may be minimised as well as the
objectives and goals can be accomplished in efficient manner. Therefore, ABC catering
11

management will be capable to encourage as well as guide their staff in order enhanced the
productivity. The organisational targets will be accomplished in simple way as vale chain will be
coordinated and managed as per the expectations. Moreover, the value chain superior can direct
their subordinates through formulating effectual plans for the department as well as firm.
CONCLUSION
From the above report it can be concluded that companies in hospitality industry have to
deal with various factors to achieve growth in market. There are different departments in
organization and it is necessary for each and every department to coordinate with each other for
effective and efficiently working of organization. HR life cycle play as very important role in
retaining and developing talent of organization as well as proper performance management plan
will also leads to overcome organizational issues. Different legislation and law will help in better
decision making for business.
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