Managing and Developing People in the Hospitality Industry

MANAGING AND
DEVELOPING PEOPLE IN
THE HOSPITALITY
INDUSTRY

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Performance management process in hospitality industry ..........................................................1
Stages of Team development in creating high performance for Brown's Hotel..........................2
Leadership in 21st century in hospitality organization................................................................4
Causes of conflicts, skills of managing leadership development process in hospitality industry
......................................................................................................................................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Managing and developing of people are essential in hospitality industry because of the
irregularity of the upcoming changes in the company. For maintaining brand image and
reputation following these changes are very essential for any company belonging in hospitality
industry. Brown's Hotel a hotel company situated in London which started in 1837 and now has
117 rooms in total. It also contains two 2 restaurants and is located at 33 Albermarle Street,
Mayfair, London. With a systematic approach this report will analyse performance management
process for human resource for hospitality industry. This project is going to discuss the different
stages of development which helps in maintaining high performance in hospitality industry. In
this project leadership in the 21st century for hospitality organization will be discussed.
Identification of cause and management of conflicts in hospitality industry will be evaluated.
MAIN BODY
Performance management process in hospitality industry
Performance Management is a process of communication of managers with their
employees and their work together with planning, monitoring and reviewing the work objectives
of employees and evaluating their overall performance and contribution to organization.
Systematic approach for evaluating performance management process for Brown's Hotel consists
of certain steps taken by Human Resource development are,
Choosing the right people :
The key to success in a designated job in hospitality industry is recruiting talented
individual. This process is the systematic recruitment of personnel with skills and efforts which
involve screening and understanding the individual in stages of the interview. Human resource of
Brown's Hotel always checks the background of every individual before hiring them (Jalilvand,
2017). HR continues this process during the introductory period in which the individual's
performance is judged by an expert.
Establishing Goals :
After the process of recruitment the individual is hired as an employee. The following
step after choosing the right person is educating the employees of Brown's Hotel about the
values, rule, regulations and expectations. An employee meets the expectations of the hotel when
it understands all the above aspects explained by the HR. Providing proper training and updating
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the managers with the latest polices and expectations is the responsibility of HR management.
Employee's Brown's hotel helps it in reaching its goals by following the right instruction given to
them by HR and management.
Performance Coaching :
Proper recruitment and establishment of goals in hotel industry on coaching and training
leads to better performances of employees. Performance coaching consists of disciplinary
procedures for periodical performances. Utilization of this process can be done in multiple
methods of coaching. Brown's Hotel has proved itself very successful by using the methods of
coaching such as role-play and mentorship.
Disposing bad performers :
Brown's Hotel is very strict with is rules and regulations as it prioritizes customer service.
That is why the hotel hesitate in getting rid of employees which are not performing well. This
procedure also includes proper evaluation of the performances of the individual before taking
any action. In this hotel behaviour of an employee toward the customers is very important as it
can affect the brand name and goodwill of the company. Ignoring underperforming individuals
mostly lead to conflicts and other issues which usually have the risk of ruining the reputation of
the hotel (DeMarco and Pasadino, 2021).
Performance Management Process is very important for Brown's Hotel. The human
resource management is responsible for finding solutions to the problems occurring due to poor
performance. Thus, the ultimate goal for human resource is to remove the unwanted errors
occurring in performance management process (Bjorvatn and Wald, 2018).
Stages of Team development in creating high performance for Brown's Hotel
The process of working together in effective manner is known as Team Development.
There are five definitive stages of team development which should be followed by any team for
attaining high performances (Darvishmotevali, Altinay and Köseoglu, 2020). Brown's Hotel also
requires these stages of team development, these stages are,
Forming Stage :
Also known as the stage of orientation, this is the period of getting acquainted in high
uncertainty. This stage gives power to the most knowledgable or experienced individual of the
team. In hospitality industry forming stage is the beginning of the team which decides motives
and goals. This stages gives rise to questions of the team members and also leads to many
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