Managing and Developing People in the Hospitality Industry

Managing and
Developing People in
the Hospitality
Industry

Table of Contents
INTRODUCTION...........................................................................................................................1
MAINBODY....................................................................................................................................1
Critically analyse the systematic approach to the performance management process as part of
human resource development within the hospitality industry.....................................................1
Analyse the stages of Team Development for the creation of high-performance team within
your selected hospitality organisation.........................................................................................2
Demonstrate your knowledge and understanding about leadership in the 21st century within
the hospitality organisation.........................................................................................................4
Identify and analyse the causes of conflict, conflict-management skills and strategies within
the leadership development process............................................................................................5
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Hospitality industry is the booming and flouring industry within the world and this industry
has the high level of employee within them following retail sector. Hilton Hotel is a large hotel
that caters to a wide variety of customers, from business travellers to holiday makers. It has
many services such as dining, lodging, valet, banquet, which are managed by people at the front
end and backend. Therefore, managing people is very important for this hotel because without
the right direction, staff cannot provide high quality services to the guest and their support and
trust cannot be won (Hán, Petříček and Chalupa, 2020).Therefore, following rapport is used to
understand the performance management process within the hospitality sector. The main aim of
this report is to evaluate the benefits of staff development and engagement to the Hilton hotel
and in this direction following report also outline the stages of high performance team
development along with throwing light about the leadership in this 21st century in a hospitality
business. Further, conflict management skills within the leadership management is also covered
in this report.
MAINBODY
Critically analyse the systematic approach to the performance management process as part of
human resource development within the hospitality industry
Performance appraisal is a systematic way of assessing the quality of an employee’s
performance ability for his work and development. An important basic need arises for Hiltion to
do its evaluation Continue the employee’s performance to track their progress and know their
contribution in hotel. Performance appraisal and management is a valuable tool for making
employment decisions, determining pay and promotions, identifying professional development
needs and identifying factors in employment performance. When a Hilton does not have a clear
goal, it usually has many misconceptions. Therefore, having a clear definition of success
provides focus and clarity at the individual, team and organizational level. This will motivate and
motivate people to do better while aligning everyone and moving in the same direction.
Performance management is a collaborative effort (Helgadóttir, 2018). Leaders, managers and
employees all have a role to play in creating performance excellence. Having effective processes
and tools to manage performance makes it easier for everyone to perform better in their roles and
1

achieve your company’s strategic goals. A good performance management approach involves
five key steps:
Establish goals.
Define success. Incorporate what needs to be done at each level into your strategic
planning framework. Clarify releases (not assignments) and timelines for teams and roles.
Create a plan-
Discuss short- and long-term development needs. Find out how and when growth will
occur and prioritize growth for business needs. Create a plan to achieve the required and desired
learning and development.
Take action.
Be the best at providing feedback! Provide constant and frequent guidance and support as
Hilton focus on achieving goals while using the energy of their staff.
Evaluate performance-
Evaluate progress and continue to provide feedback to the employee on a formal and
informal basis (Pius and et. al., 2020). This will act as the progress card for the employees to
improve their performance as per the workplace benchmark.
Give rewards-
Create corporate programs or personal rewards that recognize and recognize employees for
good performance. On the other hand, acknowledge poor performance with consequences or
disciplinary action.
Analyse the stages of Team Development for the creation of high-performance team within your
selected hospitality organisation
Teamwork is the ability to work together towards a common vision - the ability to direct
personal accomplishments towards organizational goals. Fuel is what allows ordinary people to
achieve extraordinary results. “Recognizing, understanding and building the stages of team
development are important for fostering a high-performance culture. Tuckman theory of team
development were used by the Hilton for creation of high performance team and to formulate a
high performance culture within the organisation. Tuckman theory of team development have the
following key stages which area as-
1. Forming stage
2