Managing and Developing People in the Hospitality Industry

This essay discusses the importance of performance management and staff development in the hospitality industry, with a special reference to Mandarin Oriental Hyde Park, London. It covers the systematic approach to performance management, planning and delivering learning programs, factors influencing staff development, and different leadership styles. The essay provides insights into the factors that influence employee engagement and the importance of leadership traits and styles in managing and developing people in the hospitality industry.

Managing and
Developing People in
the Hospitality
Industry

Table of Contents
INTRODUCTION......................................................................................................................3
MAIN BODY.............................................................................................................................3
Critically analyse the systematic approach to the performance management process...........3
Analyse the actions required for planning and delivering learning programmes for the
employees...............................................................................................................................4
Factors that influence engagement for staff development.....................................................6
Different leadership traits and leadership styles....................................................................6
CONCLUSION..........................................................................................................................6
REFERENCES...........................................................................................................................7
Books and Journals:...............................................................................................................7
Online:....................................................................................................................................7

INTRODUCTION
Today’s business environment is becoming competitive and dynamic in nature. It
creates difficulties for organisations which can be handle only by people (Hanif and et.al.,
2020). It is very important for organisations to manage people and focus on their career
development. For that purpose, performance management process is an important way which
helps an organisation to increase the competitiveness of employees. This essay aims to
analyse the importance of performance management in organisation with the special
reference to Mandarin Oriental Hyde Park, London. It is the luxury based hotel that run their
business in all over the world. This essay will discuss the performance management process,
actions required for delivering and planning programmes for employees, factors that
influence on engagement process for staff development, and different traits and leadership
styles.
MAIN BODY
Critically analyse the systematic approach to the performance management process
Performance management is a systematic process which helps an organisation to
improve employee performance (Dumont, 2018). In addition to this, this process is a
continuous process which should be perform by each and every organisation. It can be
possible by setting team and individual goals. It is identified that performance management is
an important process for the success and growth of an organisation. This is necessary for
Mandarin Oriental Hyde Park to manage the performance of employees so that they can
encourage them towards achievement of goals and objectives of organisation. It is very
important for an organisation that they need to adopt a systematic approach to performance
management so that they will ensure your management of performance (Clack and Gabler,
2019). Here are the five important steps mentioned below that help the organisation to
manage the performances of employees:
 It is identified that the first step of performance management is to clear out the rules
and duties of employees. The reason behind this is its employees are unclear about the
roles and duties then they are not able to perform in an effective way and also not able
to give their best productivity in the working environment.
 The second step is to find out whether they have any capacity issues or not. It is
important to identify the deviations in the organisation which helps them to take
corrective action at right time (Garofano, 2018). For example, the marketing manager

is not able to perform their best then it is very important for an organisation to find
out the reason why they are facing the problem. It may be anything such as they may
need additional staff, better systems or technology, etc. which assists them to reduce
the workload and make their performance better and more productive.
 The third step is the important step in performance management in which if a
company identified that there is no capacity issue then they need to find employees
are facing a capability issue or not. If Mandarin Oriental Hyde Park Hotel finds any
capability issue then the need to evaluate it and upskill them. It is important for them
to provide the right training program so that they are able to increase their
capabilities.
 The next step is to find out the commitment issue and try to deal with them. There are
many reasons which demotivate people and because of that, they are not able to
perform in an effective way (Hughes and et.al., 2019). It may be any trust or conflict
issues that need to identify and resolve.
 The final step is to analyse the performances of employees and if they find any other
issues then resolved them. It should include the comparison of expected and actual
performances in the organisation. This will help them to identify whether people are
doing their best or not. It is very important for an organisation to adopt a systematic
approach as it seems logical in order to resolve performance problems.
Analyse the actions required for planning and delivering learning programmes for the
employees
Mandarin Oriental Hyde Park Hotel is a luxurious hotel that needs to plan and adopt
learning programs for their employees so that they can take the right actions whenever
required. The management of performs is playing an important role in the success and growth
of any organisation (Parinyasutinun, 2020). In this process, if it is identified that Mandarin
Oriental Hyde Park Hotel is facing issues regarding performance management then they need
to take the right actions at right time. It is very important to plan and deliver learning
programs to their employees so that they can enhance their performances and manage them in
an effective way. It will lead to specialisation and performances of employees and also helps
in achieving the success and growth of the company. Especially in the case of hotels, it is
identified that the company needs to take action required for planning and delivering learning
programs. These programs are very helpful for the company as well as employees (Shenhav
and Reichel, 2022). Employees are able to enhance their skills such as employability skills

which makes them competitive in the market. It increases their career development
opportunities and also increases the success chance of the organisation. The first and
foremost action which is required for planning and delivering a learning program is to create
an effective training program by an organisation that is able to increase the capabilities and
skills. There are five important steps which are mentioned below that helps an organisation to
take right decisions about the effective planning and delivering learning programmes:
 The first step is assessing training needs. It is necessary to discuss by organisation that
need to develop a training program after identifying and assessing means in
organisation (Fajandar, Malan and Pretorius, 2019). Mandarin Oriental Hyde Park
Hotel need to identify the training needs so that they can able to achieve their goals
and objectives.
 The secondary step is to set organisational training objective which is an important for
the development of employees the skills and knowledge. It is identified that training
need assessment process need to identify any gaps between employee skill sets and
training initiatives. Hotel needs to analyse and prioritise gap in the organisation
training objectives. The main objective of training is to fill the gap between reside and
current performance of employees which can be possible with the help of training
program. This can be possible by identification with the help of 360 degree feedback
and evaluation.
 The third step is creating a training action plan it should be include instructional
design, learning theories, material, content and any other important training element
(Ramirez, 2021). It is important to note that training program should provide a detail
of using resources and training delivery methods so that they can clear about how they
will deliver the program to the employees. In the development program, it is
important for company to consider training in participant and learning styles.
 The next step is implementation of training initiative. After selecting the training
initiative now it is very important for organisation to decide that how they deliver
training which can be in house or external. It is very important to consider employee
engagement and implementation program of training. After that they can implement
their training program official, it is very important that participant progress should be
monitored so that they can ensure the effectiveness of program.
 The last step is to evaluate and revising training. It is important to note that training
program of Hotel should be continuously monitored. It includes the evaluation of

entire program in order to determine that their program was successful and met
training objectives or not (Rehman and et.al., 2021). This can be possible by taking
feedback from all the stakeholders. After taking feedback, it is important for
organisation to analyse each feedback alongside an employee performance review so
that they can identify weakness in the program.
Factors that influence engagement for staff development
Employee engagement is found to be very crucial in the success and growth of an
organisation (Nightingale and et.al., 2019). It is important for company to engage employees
for staff development. So that they are able to grow their business in the working
environment. Employee engagement is crucial as it helps to increase the efficiency of training
and learning program. This is necessary for company to focus on identification of factors
which influence the engagement for staff development. Some important factors are
mentioned below:
 Job satisfaction: It is very important for an organisation that job satisfaction is
crucial factor which assists company to achieve the highest productivity of
employees. Mandarin Oriental Hyde Park Hotel needs to understand that job
satisfaction is an important factor which influence the engagement in staff
development process. It is identified that job satisfaction helps an employee to engage
in the development programmes of company. It is necessary to make sure by hotel
that higher job satisfaction will result in higher engagement in staff development
process and vice versa.
 Organisational culture: Organisational culture is also effective which influence
engagement for staff development. If employee found a good organisational culture
where they feel confident and happy then it is very sure that there will be a higher
engagement of employees in staff development process. But in the case of bad
organisational culture, it is identified that employee engagement will get impacted and
it declines in the staff development process.
 Work environment: Working environment is playing an important role in the
success and growth of employee (Perra, Kerr and McConnell, 2019). If employees
found that there is a positive working environment then employees are feeling that
they need to learn more and more skills which helps them to achieve the goals and
objectives of company.

 Career development opportunities: It is also crucial for an organisation that they
need to provide effective career development opportunities which increase the
confidence of employees and also effects on the engagement in the staff development
process. It is very important that this factor need to understand as it provides a great
impact on engagement for staff development. If Hotel is providing many career
development opportunities to the employees then they will take more interest in career
growth opportunities.
 Management and leadership: Management and leadership is also playing an
important role as if employees get right direction from their management and leaders
then they are able to give their best in staff development process.
Different leadership traits and leadership styles
It is identified that leadership traits and leadership styles are very important for
organisation so that they can achieve the goals and objectives of organisation. Leadership is
very important for the success and growth of an organisation. It is identified that leaders of
Mandarin Oriental Hyde Park Hotel should possess all the important leadership traits so that
they can provide right directions to the employees. Some important leadership traits are
communicators, promotion of compelling vision, admit of mistakes, delegation power, etc. It
is very important that hotel needs to focus on increasing the effectiveness of leadership traits
so that they can achieve the goals and objectives of an organisation. For the success and
growth of an organisation, leadership style is playing an important role as it assists an
organisation to encourage employees towards performing best for organisation. Leadership
styles are the forms which directs leaders to treat with employees. There are many types of
leadership styles are found which have different ways to direct the employees. Leaders need
to select the best leadership style according to the situations so that they can perform
accordingly. Some important leadership styles are transactional leadership styles,
transformational leadership styles, democratic leadership styles, autocratic leadership styles,
servant leadership styles, laissez faire leadership styles, etc. it is very important for the
organisation that they need to understand the situation first and then they need to select the
leadership style. Every organisation has different situations so it is not possible to select one
leadership style for each and every situation. It is identified that transactional leadership is
found to be old leadership styles in which leaders provide directions to the employees and
employees will perform accordingly. It is important to note that this leadership style is not an
effective because it it decreases the innovation and creativity due to the rigid environment. It

is also identified the transformational leaders are focusing on with the help of establishing
high level of trust with employees. But it is necessary for each and every organisation that
they need to make sure leadership style should be effective and always able to support
employees so that they feel confident. Democratic leadership is referred to as participate of
leadership which is mainly focusing on increasing the participation of employees in the
decision making process. This is really helpful for increasing their motivation. It is identified
that this leadership is focusing on increasing creativity and innovation of employees to that
they are able to give. It also improve the job satisfaction among team and employees
members. But there is a a disadvantage of democratic leadership as constant trying to achieve
consensus in a group maybe become an efficient in some cases. There is one more leadership
style which is found is autocratic. This leadership style is exactly opposite to democratic
leadership. Autocratic leaders are focusing on using their power and make decisions on the
behalf of their subordinates. Autocratic leadership is not only provide directions that what
employees need to be done but also how all those tasks and responsibilities should be
accomplished by employees are also mention. It is important for an organisation that they
need to select best and appropriate leadership style as it is the resource for success and
growth of any organisation. In the process of performance management of employees,
leadership style is playing an important role as leaders adopt any styled which should be
aligned with the performance management programs.
CONCLUSION
It can be concluded from the above discussion that performance management is
playing an important role in the success and growth of company. This is very important for
each and every organisation to focus on effectiveness of employee engagement should be
consider in the process of staff development. It is also analysed that there are many factors
which influence on engagement for staff development. There are many different leadership
traits and styles which needs to develop so that an organisation is able to achieve the goals
and objectives.

REFERENCES
Books and Journals:
Hanif, S., and et.al., 2020. Managing People with Diabetes Fasting for Ramadan During the
COVID‐19 Pandemic: A South Asian Health Foundation Update. Diabetic
Medicine, 37(7), pp.1094-1102.
Dumont, G., 2018. The labor of reputation building: Creating, developing and managing
individual reputation. Consumption Markets & Culture, 21(6), pp.515-531.
Clack, A. and Gabler, J., 2019. Managing Diversity and Inclusion in the Real Estate Sector.
Routledge.
Garofano, M., 2018. Developing and managing show caves in Italy. In Handbook of
geotourism. Edward Elgar Publishing.
Hughes, C., and et.al., 2019. Managing people and technology in the workplace.
In Managing technology and middle-and low-skilled employees. Emerald Publishing
Limited.
Parinyasutinun, U., 2020. Organization development: Practice that non-profit organizations
must do for managing Thungtamsao community. Kasetsart Journal of Social
Sciences, 41(3), pp.487-492.
Shenhav, S. and Reichel, M., 2022. Managing the Change Process through Teacher
Empowerment. Managing Today’s Schools: New Skills for School Leaders in the
21st Century, p.23.
Fajandar, I., Malan, A. and Pretorius, J.H., 2019. MANAGING CHANGE DURING
SYSTEMS IMPLEMENTATION IN AN ENGINEERING ENVIRONMENT.
In Proceedings of the International Annual Conference of the American Society for
Engineering Management. (pp. 1-10). American Society for Engineering
Management (ASEM).
Ramirez, E., 2021. The Effects of Managing a Culturally Diverse Organization (Doctoral
dissertation, Dublin, National College of Ireland).
Rehman, S., and et.al., 2021. Dark Tetrad Personality during COVID-19: An Overview of
Psycho-somatic Therapies for Managing Mental Health Response. Psychiatria
Danubina, 33(Suppl 10), pp.106-108.
Nightingale, R., and et.al., 2019. P18 Supporting young people to develop independence in
managing their long-term condition.
Perra, O., Kerr, C. and McConnell, K., 2019. Assessing, recognising and managing pain and
discomfort in children and young people with Cerebral Palsy.

Online:
5 Steps to Creating Effective Training Programs, 2021. [Online] Available through: <
https://explorance.com/blog/5-steps-to-creating-effective-training-programs/ >
7 Factors that Affect Employee Engagement, 2020. [Online] Available through: <
https://change.walkme.com/employee-engagement/ >