HOSPITALITY BUSINESS TOOLKIT.

HOSPITALITY
BUSINESS TOOLKIT

Table of Contents
INTRODUCION..............................................................................................................................1
TASK 2............................................................................................................................................1
P4 Different stages of HR life cycle and its importance to retain the talent in the organisation 1
M2) Evaluate the importance of HR life cycle...........................................................................2
D2) Valid recommendations of HR processes that can uplift talent planning...........................3
P5 Performance management plan for the specific hospitality job role to overcome from the
issue of negative behaviour and staff retention...........................................................................3
P6 Identification of specific legislation that are essential for service industry...........................5
P7) Potential impact of company, employment and contract law over business decision
making in hospitality sector........................................................................................................6
P8) Interrelation between different functional role within hospitality sector.............................7
M3) Explanation of the potential implications that are related with rules, regulations and
legislation for effective decision-making in service industry ....................................................8
D3) Reflection on the decision-making with the impact of rules, regulations and ethical
principle ..................................................................................................................................8
P9 Different methods of communication, coordination and monitoring within hospitality
organisation.................................................................................................................................9
M4) Examine how different methods of communication, coordination and monitoring to
achieve organisational objectives and strengthen the value chain ...........................................10
D4) Critically evaluate the methods of communication, coordination and monitoring and
justify recommendations...........................................................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCION
Hospitality industry can be defined as the broad category of fields which undertakes
various factors such as lodging, drink and food services, events and many more. The main motive
of service industry is to provide effective services to its customer's or tourist by satisfying their
needs and demands. In order to deal with the changing environment constant improvement is
done. It helps to provide and offers better facilities to the consumers as compare to competitors.
This report is based from the perspective of Cosmos Holidays which operates their business in
the hospitality industry (Wiltshier, Priffiths and Clarke, 2019). Its headquarter is based on
Bromley, United Kingdom from which they operates their business among all over the world.
This report highlights on different stages of HR life cycle and their importance in the
organisation. Along with this performance management plan will also be cover in the report. In
the last, there specific legislation such as race relation act, sex discrimination act and different
functional roles will also be focused in the report.
TASK 2
P4 Different stages of HR life cycle and its importance to retain the talent in the organisation
Human resource life cycle can be explained as a management concept that is used to
describe different phases of human. It determines all the roles and responsibilities which are
performed by the employees to achieve organisational objectives are managed by organisation. In
context of Cosmos holidays the specific job role is customer service. Therefore, some stages of
HR life cycle are mention as follow:
Recruitment- In the hospitality organisation there are large of employee's perform their
work to achieve organisational goals and objectives. Therefore, to achieve organisational goal
with more efficiency recruitment is the first stage which is performed by organisation or HR
department. Along, with this recruiting the right candidate helps the management to reduce the
turnover of employee's. As well as it also helps cosmos holidays to improve the productivity of
organisation because right candidates performs their roles in effective manner (Zopiatis and
Theocharous, 2018).
Motivation- It is mandatory for the hospitality organisation to boost the morale of
employee's because they has to interact with employee's on regular basis. So it is easy for the
confident employee's to enhance their performance that is useful for satisfying the needs of
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customer's. It governs that cosmos holidays motivation stage works as a positive factor for
organisation. In the last motivation factor also helps organisation to recruit effective employee's
due to which it is easy for management to perform their work in appropriate manner.
Evaluation- In the evaluation stage human resource executives of Cosmos holidays needs
to consider all the factors which are related with the employee's performance. This stages helps
the organisation to identify the value of their asset. Moreover, it helps to retain the talent for
longer period by determining the long term benefits for organisation. It governs that with
evaluation stage management keeps the eye on the loopholes which results in dis-satisfying the
customer's (Sriprahastuti, 2018). So it is for HR to give the priority on those factors by which
effective employee's work for longer period in the organisation.
Education- It is mandatory for the management of the organisation to perform their work
with more efficiency. It determines that it is mandatory for the work performance to enhance
their business performance in order to provide better services to the customer's. Therefore, to
increase the employee's productivity management provides education such as training and
development which helps to sustain employee's for longer period.
Celebration- The last stage of celebration relates with various factor which enhances
employee's performance to make effective efforts in order to achieve profits for longer period.
Celebration stage leads the employee's to encourage and motivate employee's to perform better
customer's services. Like cosmos holidays provides different benefits such flexible working time,
incentives etc. to effective employee's which results to sustain talent for longer period. Moreover,
better customer's services also leads the Cosmos holidays to improve their goodwill in the
market.
M2) Evaluate the importance of HR life cycle.
HR life cycle is an essential part for the organisation as it plays an important role in the
organisation. It governs that management plays an important role for maintaining and retaining
the employee's for longer period in the firm by solving their challenges and issue. This
determines with the help of strategic decision-making it is easy for organisation to retain the
employee's for longer period. In simple term HR life cycle helps the organisation to increase the
overall performance of their work (Moeti, 2016). Motivation works as an important factor for the
organisation and its workforce. So the HR department leads the management to formulate
effective strategies by which management is able to gain competitive edge because employee's
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works as one of the most important asset for the organisation. In the last, evaluation and
celebration also helps the organisation to encourage employee's performance by which
management perform their work with more efficiency.
D2) Valid recommendations of HR processes that can uplift talent planning.
The process for human resource works as an effective tool that helps the organisation to
increase the talent among individual with implement of life cycle in appropriate manner. Some
recommendations to uplift the talent planning is mention as follow:
 An organisation need to monitor all the employee's activities and their performance on
constant basis. This leads the HR manager to overcome from various issue that works as a
barrier in talent planning (Mejia and Torres, 2018).
 Reward management system helps the organisation to perform their work with in most
appropriate manner by offering various benefits such as incentives, bonus etc.
 Their are various problems are faced by employee's so it is mandatory for management to
solve workforce problems. It determines with strategic decision-making it is easy for
Cosmos holidays to generate win-win situations in the organisation.
P5 Performance management plan for the specific hospitality job role to overcome from the issue
of negative behaviour and staff retention
Performance management plan
This works as a document that are used by the organisation to explain different stages of
the project. Planning, initiating, executing, monitoring and controlling are the key elements for
organisation. Performance management plan works as a positive factor for organisation because it
is based on cost and time period that helps to predetermine the needs of a project. The different
steps for the performance management plan are mention as follow:
Planning- Planning is the first step of a performance management plan, it helps the
customer service department or HR to formulates effective plans for performing their work in
effective manner. Moreover, it is a key that helps the organisation to develop the successful
roadmap which is followed by organisation in order to achieve their goals within short intervals
(Mejia and Torres, 2018). In context of Cosmos holidays this works as one of the crucial factor
because it helps to improve customer service due to which less challenges such as negative
behaviour are faced by organisation.
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Monitoring- The Human resource department of an organisation is responsible for
monitoring the staff performance and productivity. As it helps to encourage employee's in order
to utilise all the resources of organisation due to which better results are achieved by
management. For Cosmos holidays it works as a advantageous factor because it helps them to
monitor on those factor by which negative behaviour among employee's will be generated. Due
to which management consider all those factors which impact on organisational performance.
Developing- The HR executive of Cosmos holidays implements various theories that can
reduces the retention rate of staff. Moreover, theories also helps the management to perform their
work with high motivation, this results it is easy for organisation to perform their work in
accurate manner (Kysilka and Csaba, 2013). Along with the continuous management leads to
improve efficiency which increases productivity of organisation. This firms helps to retain
customer's for longer period by directly handling business customer's.
Rating- It is essential for organisation to perform their work in positive way due to which
the goodwill of Cosmos holidays will be increased in the market. The rating factor assist the
management of self motivating which works as a positive factor for the business administration.
This refers with in a flexible and positive environment employee's are able to perform their work
in better way. It results the staff retention process will be slow down in the market.
Rewarding- The HR department monitor the performance of organisation and its
employee's. So it is easy for them to provide rewards to best performed employee's such as gifts,
holidays, incentives etc. It results this recognition helps the employee's to work more hard as
compare to their earlier performance. Moreover, it works as a simplest way that helps HR or
customer service of Cosmos holidays to deal with issue of staff retention and negative behaviour.
Technique to solve negative behaviour and staff retention issue:
 To build a genuine culture of recognition- Cosmos holidays is performing their work at
global level. This determines it is essential for organisation to complete their work by
recognition all employee's at equal level. In the tenure based system employee's will
recognised more time that helps them to stuck around rather than making actual
contributions for the organisation (Kibirango, Munene and Mutumba, 2018).
 Generating mutual trust- This is essential for organisation to build healthy relationship
among the employee's. So to implement this effectively HR department of Cosmos
holidays perform their work in effective manner. Therefore, to generate mutual trust
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among individuals management provides essential information to employee's. It results all
employee's perform their work in fair, stable and ethical way to complete their work.
 Fair treatment of employees- Treat employee's in a fair way helps the organisation to
perform their functional roles by considering fair policies and procedures in their work
environment. It results equal rights holds by employee's reduces the negative behaviour of
employee's which helps them to retain for longer period in organisation.
P6 Identification of specific legislation that are essential for service industry
Their are various rules, laws and regulations are considered by the organisation that can
helps the organisation to perform their work with more efficiency. This includes fire regulations,
safety measures and food licensing. All of this rules are developed by the government and
industrial authorities. Along with this there are some major acts such as Race Relation Act, Sex
discrimination Act, The Working Time Regulations Act are mandatory for the hospitality
organisation as it helps management to complete their work with more efficiency (Jayawardena
and et. al., 2013). Further, this all acts are mention as below:
Race Relation Act- The race relation act was first introduced in the year 1965 by the legislation
of United Kingdom. The main motive to introduce this act in the industry is to stop racial
discrimination of employee's who does not belong to UK. Colour, race, ethnic and national
origins are some of the points which are covered in this act, this results it is easy for organisation
for completing their work in minimum time period. In context of Cosmos holidays race relation
act helps organisation to build better relations among employee's by reducing the culture
differences from them.
Sex discrimination act- The sex discrimination act was introduced in the year 1975 as an act
through which men and women are not be discriminated. The main aim to introduce this act in
the organisation is to protect the employee's from sex and martial status. Further, this act was also
amendment in the year 2004 and 2008 which all are introduced and controlled by the European
court of Justice (Jarratt and et. al., 2019). HR of cosmos holidays utilize sex discrimination act in
order to promote equality among men and women.
Working time regulation act- The working time regulation act works as a set of rights that can
decided the time and work for employee's. This refers it is essential for management of Cosmos
holidays to provide 28 paid holidays to provide the essential rights for completing their work in
minimum time period. Whereas, the shift related with the 8 hours and the time to complete their
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work within minimum time. The week limit for the work is 48 hours which also includes the
lunch break. It results the employee's performance will be boosted and increase the work
performance of employee's.
P7) Potential impact of company, employment and contract law over business decision making in
hospitality sector.
Every association is required to follow all the laws and legislation which have been
commenced by the government for the business to follow so that they can easily succeed in the
competitive era. Focusing all the laws and legislation will enable the business in their operating
in the most significant manner with their effective decision making process. The business of the
Cosmos holidays is required to follow all the laws and regulation which the government has
imposed of for the benefits of the business as well as its employees by keeping their interest in
minds (Foster and Carver, 2018). All the laws which have impacted the business of Cosmos
Holidays have been talked below:
Company Law: Company law is the one and most important law which the government
have imposed for the companies to follow as this law is related to all the rules and regulations,
code of conducts, norms which the business must follow for the survival of their association in
the market place. The business of Cosmos Holidays have also undergone the impact by this law,
as this law will enable the business with the certain amount of rules and regulation which they are
required to follow so that they can easily perform their business execution in the smooth manner.
Apart from this the judgement making procedure of the business Cosmos Holidays will also be
impacted by this law as here in they they will not be able to decided which activities of the
business should be performed for the prior notice and which should be ignored so that they don't
have to face any of the legal difficulties. For instance: the business of Cosmos Holidays is
required to adopt all the laws and legislation which the government has laid down for their
effective decision making process.
Employment Law:- This law was imposed of for rendering the employees with certain
amount of the advantages . This law was particularly formulated so that an effective relationship
between the employees and employees can be built so that a healthier work environment can be
maintained. In context to the business of Cosmos Holidays they are required to establishment this
law within their business so that all the right affiliated to the employees remain secure and they
work deliberately for the achievement of the business goals in their best manner by rendering
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their full efforts. For example: this will also impact the business decision making process so
while preparing a document related to the plan and strategies which the business is going to
implement within their firm in the near future them must focus that these policies and strategies
are beneficial to the workers too (Fettermann, Echeveste and Tortorella, G.L., 2017).
Contract Law:- Contract law is the law which Is formed between the parties on their mutual
agreement in regard to the trading of commodities, services etc. This law of the contract was built
so that a legality of the contract and agreement can be maintained. The association like Cosmos
Holidays is also impacted through this law of contract as this involves all those decision which
where formed at the time of signing an agreement. For example: suppose the business of Cosmos
Holidays wants to change their business operation and working conditions for this they have to
consider all the rules and legislation which have been mentioned under this act of the contract so
that better decision for the business can be formed.
P8) Interrelation between different functional role within hospitality sector.
All the organisation perform their business operation in regard to satisfy their customers
in a best and effective manner by rendering and providing them the excellent quality of services
and facilities. In order to provide their guests with the better quality of services it is necessary for
the business and all its functional department to communicate with each other. In the business
like Cosmos Holidays the manager of the firm is required to engage all their functional units in
decision making process and allow them to share their view [point on how these visitors needs
can be satisfied and what effective ways must be followed so that the customer coming to the
Hotel perceived with the better services and experience. For this effective working of the
business it is vital for the association top interlink its all the functional units so that cost and time
can be reduce. Below mentioned are the interconnectedness of the functional units within the
Cosmos Holidays:
Financial and Marketing department:- Both these department are somehow
interconnected with all the business association. Finance department of the business is one where
all the decision regarding the allotment of funds is done. And the marketing department is the
one which is involve in marketing of the product in the market place. So to carry the activity of
promoting goods and services in the market the finance is required which will be provided by the
finance department of the Cosmos Holidays (Ervin, 2016). In this ways both the departments
carry out their activities in a effective manner.
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Front office and housekeeping department: Front office department are interconnected
to the housekeeping department as the housekeeping department is the one which involves
rendering the services to the visitors regarding their room cleaning etc. for which this information
to the housekeeping department is given by the Front office who are engaged in performing their
task of visitors check in process, room facility etc. both these department seeks to provide their
customers with the effective quality of services.
Human resource department and Food and beverage department: These departments within
the business are interlinked as the human resources department within the Cosmos is the one who
works at hiring of the candidates and where as food and beverages department is the one who
works on the checking of the quality of the food and beverages. So in this human resources
department will seeks to hire the person who have the knowledge of the food and beverages ,its
quality so that better services to the visitors can be render (Elnasr and et. al., 2012).
M3) Explanation of the potential implications that are related with rules, regulations and
legislation for effective decision-making in service industry
Hospitality organisation are performing their business at global level. Therefore, the management
has to follow many different rules and regulations that are developed by different countries. This
industry undertakes different food and drink services, entertainment, accommodation and many
other laws that are related with organisation and its performance. Along with this there are
various acts such as labour law, licensing and contract law also helps the management to perform
their work in an appropriate manner. Further, the major benefit which is achieved by organisation
is that this laws work as an effective contract between employee's and employer. Therefore, with
the above mention rules it is easy for management to make strategic decisions which is used to
boost performance of organisation and their workforce.
D3) Reflection on the decision-making with the impact of rules, regulations and ethical principle
Corporate ethics and its works is analysed and evaluation of ethical and moral principle which is
used to identify the business environment. Regulations and legislation works as a code of ethics
and principles which are determined by organisational culture and helps management to
formulate effective decisions. It results this is easy for organisation to make effective conclusion
from the organisation due to which it is easy for management to take corrective actions for
completing their work in effective manner. Further, it helps organisation to make positive as well
as negative relations through its stakeholders such as employee's, customer's and suppliers.
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P9 Different methods of communication, coordination and monitoring within hospitality
organisation
In an hospitality organisation various methods of communication, coordination and
monitoring are used so that the desired goals and objectives of the business can be achieved and
customers can be provided with satisfactory services. This is possible through establishment of
all these factors effectively in the hotel so that the activities of hotel can be monitored, controlled
and directed towards achieving the goals of the company. The various methods that are used in
Cosmos Holidays are as follows which can help it in achieving its targets :
 Communication : It is a process through which information flows in an organisation so
as that all the members can be updated about the activities that are taking place in the
organisation. Effective communication is required so that employees can be informed
about their roles and responsibilities and they can perform their work in an efficient
manner. This helps in improving the overall efficiency of the hotel industry. Methods of
communication are :
 E-mails : Electronic mails are a method of exchanging written messages through
electronic devices so that employees can be provided information in an effective and
efficient manner. E-mails are fast, cheap, accessible and can be easily replicated which
helps in delivering the information to a large number of employees at the same time
(Anderson and et. al, 2017). Distance is not an issue in this method and secure
informations can be provided to employees.
 Meetings : Cosmos Holidays also use meetings as a method of communication where
managers arrange meetings with the employees to discuss about their goals and the ways
in which they can be achieved. Through meetings information can be given to employees
and they can be involved in the discussions and give their opinions regarding
achievement of goals.
 Coordination : It is involved with integration and coordination of al the departments of
the company so that common goals can be achieved. At Cosmos Holidays various
methods of coordination are followed so that all the departments can work together
effectively to achieve targets set by the company :
 Sound planning : This helps in appropriately delegating roles and responsibilities among
the employees and determining the steps that are to be followed so that desired goals can
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be achieved. Sound plans can help in achieving long-term goals and use of resources
efficiently.
 Effective communication : This the most crucial factor which can help in coordinating
activities in the company. In Cosmos Holidays this factor plays an important role so that
flow of information can be made effective and all the employees can work towards
achieving organisational goal.
 Monitoring : It is related with evaluating and managing the performance of employees
so that they can work towards improving their performance to achieve the goals and
objectives of the company in an efficient manner. At Cosmos holidays monitoring is
important so that employee performance can be improved which will help in providing
best quality service to customers and enhancing their experience.
1. Performance appraisal : It means paying employees based on their performance. This
helps in encouraging the employees so that they aim at improving their performance in
return of good performance appraisal.
2. Formal survey : It means gaining feedback from the employees so that improvements can
be made in the already existi9ng policies and strategies of the company. This will help
Cosmos holidays to overcome their weakness and increase their brand image by
improving their quality of services.
M4) Examine how different methods of communication, coordination and monitoring to achieve
organisational objectives and strengthen the value chain
With the implementation of effective methods in the organisation it is essential for the
management to complete their work by which they decided the benchmark for the organisation
and its competitors. This refers with formulating effective policies management is able to gain
competitive edge in the organisation. On the other side, it is also essential for management
because the current environment of market is constantly changing. So with managing the
performance of workforce it is easy for management to attain their objectives with in minimum
time period.
D4) Critically evaluate the methods of communication, coordination and monitoring and justify
recommendations
All the methods for the organisation are accomplish by management to make effective
outcomes that can improve performance of employee's. Communication is one of the essential
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part for a business that helps management to understand the employee's performance. Due to
which it is easy for management to build healthy relations among the employee's of organisation.
Coordination is the another activity that helps organisation to develop better relations and are
more suitable for organisation as it helps the members to perform their similar work within a
complex environment. In the last monitoring, is the last method which is used by organisation to
perform their work in appropriate manner that helps organisation to make effective performance
by overcoming from the current issue that work as a barrier in organisation.
CONCLUSION
In the last, from the above report it is concluded that all the functional unit of the
organisation are interconnected with each other. It refers that the better quality of customer
services leads a firm to achieve high success in market. Further, in context to achieve higher
position in market it is mandatory for increase the work at a broader level. To manage the large
projects monitoring, communicating and coordinating helps the business to enables more success
in market. The main motive to monitor laws, regulations and procedures of organisation is to
make corrective measures by which management is able to complete their work effectively. This
results it is easy for organisation to achieve high market position in the industry.
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Mejia, C. and Torres, E.N., 2018. Implementation and normalization process of asynchronous
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