Managing and Developing People in the Hospitality Industry

This project report includes analysis of Sheraton which is a US based organisation that was introduced in the year 1937 by Ernest Henderson and Robert Moore. It covers job specification, job description, job advert, and interview questions for the position of Front Office Manager in the hospitality industry.

Managing and
Developing People in the
Hospitality Industry

INTRODUCTION
Improving management skills is essential in workplace as it is important for purpose of
getting success for attainment of goals of company (Ahn, and Kwon, 2020). It is important for
company to get success for manage team and completion of a specific project. It allow company
to motivate employees for give their best for attainment of goals of company. This project report
includes analysis of Sheraton which is a US based organisation that was introduced in the year
1937 by Ernest Henderson and Robert Moore. This project report includes Understanding of job
specification and job description in an organisation. It also consist designing of job advert in
newspaper for specific hospitality position. It also consist creation of interview question for
management position and also reflection for experience and learning.

TASK
Demonstrate your knowledge and understanding about a person speciation and a job description
from any of the management position within your selected Hospitality organisation
Job Specification
Person Specification
Job Title: Front Office Manager
Department: Front Office Department
Attribute Essential Desirable
Qualification  Bachelor's in
Hospitality
management
 Master in Hospitality
management
 Bachelor's in
Hospitality
management
 Master in Hospitality
management
Experience At least 4 Year experience in
front office department in
hospitality organisation.
At least 4 year experience as
front office manager in
hospitality organisation.
Skills  Problem Solving skill
 Effective
communication skill
 Leadership skill
 Multitasking
 Conflict resolution
skills.
 Team management
skills
 Time management
 Conflict resolution skill
 Stress management
skills
Knowledge  
Job description
Job Description

Company Name Sheraton Hotel
Industry Type Hospitality Industry
Job profile Front Office Manager
Location London, UK
Experience 4 Years
Job summery Sheraton Hotel is looking for a front office manager in order to
manage front office operation for business. For playing this role,
candidate needs to be welcome and greet guest, solving their
question and complaints, appointing schedules, managing
bookings in reception area.
Skills required  Interpersonal communication for communicating different
people like customer, business clients, upper management
personnel, co-worker and others.
 Communication skills is one of important skill that is
essential for a person for purpose of solving problem of
guest and providing them information required by them
(Al-Aomar, and Hussain, 2018).
 Time management is another skill required by manager of
front office for purpose of providing room to guest at time
of their check ins.
Roles and responsibility  Defining as well as implementing objectives of front desk
and procedure.
 Hiring as well as training to staff members along with
managing their shift schedules.
 Solving complaints of guest as well as their question.
 Providing excellent customer service to guest.
 Maintaining supplies as well as other equipment for front
office.
 Ensuring cleanliness and organisation of reception area

and front desk.
 Managing records, contracts and budgets.
 Ensuring performance review with staff members of front
desk.
 Supervision of staff members and activities of front desk
along with phone call, emails, appointments.
Design a Job Advert in a local newspaper for any of the Hospitality position from your selected
Hospitality organisation
Job Advertisement
Sheraton Hotel is looking for Front Office Manager for their hospitality organisation at London,
UK. Key role for which employees needs hire employees is Finance Manager for purpose of
managing front office operation. Job responsibility for job role of Front office manager is
mentioned below:
 Defining as well as implementing objectives of front desk and procedure.
 Hiring as well as training to staff members along with managing their shift schedules.
 Solving complaints of guest as well as their question.
 Providing excellent customer service to guest.
 Maintaining supplies as well as other equipment for front office.
 Ensuring cleanliness and organisation of reception area and front desk.
 Managing records, contracts and budgets.
 Ensuring performance review with staff members of front desk.
 Supervision of staff members and activities of front desk along with phone call, emails,
appointments.
Key skills required for job role of front office manager is mentioned below:
 Interpersonal communication for communicating different people like customer,
business clients, upper management personnel, co-worker and others.
 Communication skills is one of important skill that is essential for a person for purpose
of solving problem of guest and providing them information required by them.
 Time management is another skill required by manager of front office for purpose of
providing room to guest at time of their check ins.

Experience of four year is also require for candidate for performing job role of front office
manager in front office department. Interested candidates are also invited for applying job role
at their email ID which is mentioned below:
[e-mail]
Create set of interview questions, for the management position you have written a Job
description and a person specification under the question one
Why you wanna join company?
I want to join the company because I am always passionate to work in a multinational
company which is developed at the marketplace. In the recent times, I have studied hospitality
business management in order to lead the competition in a precise manner. This hotel is very
much famous in the international marketplace and people admire to work for this hotel (Han,
Lee, and Kim, 2018). This is crucial role and responsibility of a me to briefly obey all the
responsibilities of a front office manager.
What is your expectation from this position of job?
I expect that all my subordinate employees must follow the instructions given by me in
an ethical manner. I also believe that I should meet all the expectations of top level management
in order to develop at the marketplace (Wut, Xu, and Wong, 2021). It is my ethical duty to fulfil
all the responsibilities of the job in a precise manner. I also expect that this organisation will
provide me best monetary and non-monetary rewards according to my performance.
How will you act motivated while performing similar task?
I am always self motivated since my academic life in order to lead the competition. The
intrinsic motivation is the most important quality of mine which will help me to lead others. In
my working, I will also provide essential services to different employees and motivate them. In
my perspective motivation is the most essential factor which helps an individual to focus more
on increasing mental strength and development.
Which management style you like the most in company?
I will prefer to use application of human relation theory in my different functions and
tasks. This approach will help me increasing harmony between the employees of my company.
The application of suitable management style which will also involve duties related
administration. It is my major responsibility to choose management style according to the growth

and development of company (Jung, and Yoon, 2018). In the recent times, management styles
are compulsory to be adopted by different organisations in order to lead the marketplace. All
management based styles and approaches are beneficial in increasing mental capability of
employees which increases their productivity.
How will you manage stress in?
Stress is the important part of working in an organisation, which states that it is crucial
role of an individual to manage stress with effective measures. The stress management is also an
important part of working in an company which should be practised in an effective manner.
Stress will be managed by me using the appropriate meditation techniques which will be
beneficial for increasing the competitive strength of an individual (Li, Yao, and Chen, 2021).
This is also major duty of an individual to focus more on stress management of employees for
the achievement of optimum performance.
Reflect your experiences and learning about the following: Design of job description & person
specification, creation and design of Job advert and interview questions
I have experienced various hurdles and issues which are important for development of an
individual in academic and career life. I have experienced that job description should be made in
detail along with essential tasks to be done by a new employee. In order to develop job
description, it is ethical duty of the organisation to focus briefly on key factors which are
important for delivering best job experience. The person specification on the other hand means
including a major approach which demands for change in person specifications. The creation and
design of job is also important for an individual which helps in development of job opportunities.
In the recent times, it is important for a company to focus on key goals and objectives that are
important for recruitment and selection (Rosa, and Hastings, 2018). My experience related to job
advertisement is, I prefer to see job advertisement on social media and internet. It is necessary
for a company to focus on development of favourable and desired advertisement for a particular
job role like front office manager. The person specification requirements should be met by me
using different tools and techniques with support of top level management.
I consider that job advertisement includes all the necessary information related to a job
which is helpful in job development of a front office manager. It is major role and responsibility
of a business to deliver professional job advertisement using the media for overall development
of company. In the current scenario, business organisations use information and technology for

circulation of advertisement (Sigala,, 2018). The application of information and technology has
helped the companies to advertise for jobs using internet and social media. I believe that it is
compulsory for an organisation to develop knowledge based on interview for development of
systematic goals. In the development of a company, it is major role and responsibility of
management to focus on human resource management for development of specific operations.
According to me interview based questions helps an interviewer to check whole personality of a
candidate with effective measures. My experience is related to interview questions helped me in
gaining knowledge of how the interview questions are designed. I will also look for development
of a major and systematic approach which will be helpful for me in giving a good interview
related to hospitality sector. The job interview based questions which are designed by the
interviewer should be answered with confidence and enthusiasm for success. It is also moral role
of a company to make the job more attractive by providing monetary and non-monetary
requirements (Wei, 2019). I have to also prepare for an interview in a famous hospitality sector
based organisation at the marketplace. I would like to work for the Sheraton hotel in future for
the post of manager in order to manage large number of employees. In the recent times, many
successful companies in the international and national marketplace focus on development of
interview process in order to lead the marketplace (Wu, and Cheng, 2018). All major companies
in the marketplace focus on different goals and objectives which are useful for development of
an individual personality. There are different approaches in person specification and job design
which helps a company to develop and deliver major practices for selecting a candidate.
Interview based questions should be designed according to the qualification and experience of a
candidate.

CONCLUSION
From above mentioned project report, it can be concluded that managing human resource
is one of important process for an organisation for purpose of getting success. For this purpose,
managers of company needs to produce job specification that consist attribute desired and
require in an employees by organisation. Manager of company needs to develop job description
that consist roles and responsibility fulfil by employees. Managers for purpose of finding out
skilled and capable employees needs to develop job advertisement that is important for them.

REFERENCES
Books and Journals
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