Managing and Developing People in the Hospitality Industry

MANAGING AND
DEVELOPING PEOPLE
IN THE HOSPITALITY
INDUSTRY

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
1. Performance management process as part of human resource development...........................3
2. Stages of team development while creating high performance team in Fairmont hotel..........5
3. Understanding of Leadership in 21st century in context of Fairmont hotel and resorts..........7
4. Analysis of the causes of the Conflicts....................................................................................9
5. Conflict management skills and strategies within the leadership development process.......10
CONCLUSION..............................................................................................................................10
REFERENCES................................................................................................................................1

INTRODUCTION
Performance management is a business firm administration instrument that helps
managers and leaders to monitor and evaluate employee's work. The major and foremost purpose
of this management is to create an atmosphere where candidates can perform to their maximum
level of their abilities in order to produce the highest quality work within the company efficiently
and effectively. Through performance management managers becomes assure about their set of
activities that the employees are going towards the correct direction in order to meet
organizational goals. There are various key elements of performance management which helps
the organization to achieve its ultimate goal includes employee involvement, planning and
directing towards goal, monitoring, improvement, reward, compensation, etc (Tseng and Levy,
2019).
Fairmont hotels and resorts is a luxury chain of hotels operating in worldwide along 76
properties. Fairmont is famous for its locally inspired cuisine, lounges, attractive design and
decor and fulfilling its responsibilities towards environmental and societal priorities.
This report will describe the concept of performance management process and stages of
high performance team development in detail. Along with this the study will also highlight the
construct of understanding related to leadership in 21st century and identification of causes of
conflicts, conflict management skills and various strategies in leadership development process.
MAIN BODY
1. Performance management process as part of human resource development
Performance management is related to a process through which the managers and leaders
getting more pout of their employees in order to achieve organizational final goals and
objectives. Though it is highly difficult in current scenario due to continuous change in
employees attitude. In hospitality industry extracting the best performances out from employees
positively affects the hotel and resorts performance related to customer service which helps in
guest satisfaction and ultimately helps in increasing profitability of the Fairmont hotel and
resorts. The concept is not just dealing with poor performers but also it is a procedure of getting
the right people at the right place, set employee expectations, train them to accomplish those
expectations and finally encourage them to deliver their best towards the business activities
along with terminating the poor performers who do not fit within the organization (Franco-

Santos and Doherty, 2017). Just like other employers' hospitality employers also invest in
primary activity of recruitment, selection, orienting, training, setting expectations and creating
effective performance of employees. The ultimate goal of the company is to set high performing
employees within the organization and eliminate undisciplined employees or non-performers
from the company. The process of performance management in hospitality industry are: Getting the right people: Recruit right person at the right place is the ultimate goal of the
company employers. If one is able to get the best talent within their workplace then less
time on coaching and training has been spent on them which ultimately helps them to
enhance their productivity and thus the overall organization. Getting the right person is
the primary stage for any employer within the establishment. The process starts with
screening and personal interview stages which helps in order to recruit the correct
candidate. In personal interview the HR managers tries their best to check the background
of candidate and it is highly important in hospitality industry. Setting employee expectations: Once the selected candidate becomes employee of the
company, the next part begins with providing orientation in order to give in depth
knowledge about the company structure and organizational culture. With the help of
orientation program the human resource managers give detailed cognition about the
policies, rules and regulations, policies, procedure follows, structure of the company, etc.
has been explained to the candidate through which the candidate set their expectations
from the company and vice a versa the company as well creates and make expectations
from the employee. Any training related to work has been evaluated at the time of
orientation and with the help of on the job training company will create high performers
in order to make sure that the candidate learn their duties efficiently. Performance coaching: Performance evaluation of employees is highly important in
order to train their employees where they are lacking behind and also elimination of
candidates who are not appropriate for the company and does not provide their maximum
effort towards the accomplishment of organizational goals and ultimate objectives of the
company. In hospitality industry the performance evaluation has been done on the basis
of customers feedback and reviews about the employee working or serving the guests.
After their complete analysis effective measures has been taken by the managers to
improve their performance (Rynne and et.al, 2017).