Managing and Developing People in the Hospitality Industry

This document discusses the importance of staff development and engagement training in the hospitality industry, with a focus on the Choice Hotel International. It covers topics such as the systematic approach to performance management, stages of team development, leadership in the 21st century, and conflict management strategies. The document provides valuable insights for managing and developing people in the hospitality industry.

Managing and
Developing People in
the Hospitality
Industry

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................2
Systematic approach to the performance management process within The Choice Hotel
International............................................................................................................................2
Stages of Team Development for the creation of high-performance team within The Choice
Hotel International..................................................................................................................3
Knowledge and understanding about leadership in the 21st century within The Choice Hotel
International............................................................................................................................3
Identify the causes of conflict, conflict-management skills and strategies within The Choice
Hotel International..................................................................................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................4

INTRODUCTION
Staff development and engagement training of the employees can be defined as the training
and development sessions which are provided by the human resource development for the
growth and development of the employees not only in a professional manner but also in a
personal manner as well. It is important for each and every organisation to develop such a culture
in the company to train and develop their employees so that the employee retention can be
maintained instead of employee turnover and moreover it helps the company in gaining the
productivity because of the skilled staff (Roberts, 2018). Organisation chosen here is the choice
hotel international which is one of the leading hospitality company headquartered in the United
States in 1939. It also owns several hotel brands which have different ranges upscale to
economy. The following discussion is in the context of the choice hotels international which
contains the discussion light systematic approach to the performance management process in the
hotel, stages of team development for the creation of high performance team within the hotel,
knowledge and understanding about leadership in the 21st century within the hotel and
identification of the causes of conflict, conflict management skills and strategies within the hotel
with proper findings and conclusion.
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MAIN BODY
Systematic approach to the performance management process within The Choice Hotel
International
Performance management can be defined as the tool of corporate Management which
supports the managers and leaders to evaluate and monitor the working of the staff. Performance
management has a goal to create the environment where staff can perform best of their abilities
and provide the highest quality of work in a more effective and efficient manner. Moreover, it is
a process of taking care of the set of activities and the results which meet the expectations of the
organisational target and goals in a potential manner. It has a main focus on the performance of
the company and a department along with the employees and the processes to monitor and
manage the task performed by them (Golubeva, 2019).
In the context of the choice hotel international, they use some specific steps or process to
implement the performance management in an organisation. They follow basically four steps in
the performance management such as the first is the planning stage in which they define the
performance management and how they will evaluate and implement along with the feedback
and approving of the system implementation. Second stage is of the coaching stage which
provides the information of organising meetings on a timely and the regular basis which renders
the necessary training and coaching along with the solutions and moreover it also gives the
information about solicit feedback on both the sides which is necessary for the The revisiting of
the objectives. Third stage is the reviewing stage which provides the information about the
reviewing employee performance and reviewing the performance management process along
with the reviewing overall goal completion and giving actionable feedback. 4th stage is the
action stage which provides information regarding reward and recognition and setting the stage
for the future performance management cycle (Gray, Schalk, Rooney and Lang, 2021).
Strategic approaches used by the choice hotel international are they use the shift in
feedback frequency which means that instead of giving the feedback to employee’s month after
month they have conducted the frequent feedback ceremony in after 15 days so that rapid
improvement can take place in an organisation. The company has developed better conversation
with staff so that they can feel good and can improve the performance on a frequent basis. The
company has improved their training and development sessions and provided them with the on
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job training so that they can first learn and gain experience about the job profile and then can
practice in the real-time company. Moreover, the company has taught about the technology to the
employees in order to prevent cyber bullying against the company. The main target of the
company is to focus on the working culture because this is the main factor which improves the
employee performance and which destroys the employee performance. There are different
approaches to evaluate the performance management in an organisation and the choice hotel
international uses these approaches such as 360-degree feedback which means that they give the
feedback to its fullest which gives the minute information of improvement to the employees in a
positive manner. Management by objective is another approach to evaluate the performance
management which means that as per the needs and requirements of the goals and objectives of
the company management is done and performance is being evaluated so that it can all the on a
target based but not any unnecessary time consuming thing. All these word the systematic
approaches to performance management process within the choice hotel international (Jung and
Yoon, 2018).
Stages of Team Development for the creation of high-performance team within The Choice
Hotel International
The team development is a process in which the work attained by a group of people together
only with that are active skills and knowledge an effective coordination to attend the task
systematically (Guan, Yeh, Chiang and Huan, 2020).. Introspective of the choice International
Hotel their HR manager would apply better team development by utilising the theory of
Tuckman team development model which consists five stages that comprise how to form team
effectively.
Stages of Tuckman development
The process of learning work together effectively known as a better team development to stop
research has been shown but team go through a finite stages at the time of development. This
theory is composed by Bruce Tuckman who is an educational psychologist and identify the
major five stages that how a team can develop within a better manner as well as it will help
increase the high performing productivity.
Forming: It is the first stage that affects about forming stage involves a period of orientation
getting together. As for this stage it described that a leader used to call each and everyone of
a team member to get together how to get to know each other in terms of introduce
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themselves. People are looking for leadership and authority a member who are such
authority or knowledgeable look to control each member of team.
Storming: It is the 2nd Stage that explain about most difficult and Critical level to pass through.
It is a period marked by conflict and competition to measure the individual personality. In
this the team performance it may actually get to decrease in the stage because by wasting of
time and putting energy in unproductive or unethical projects which is not be useful for
further task (Gupta, 2019). To get to this stage each member of a team must work to
overcome uncertainty and optical factor and to accept individual difference by working
together for reducing the conflicts that helps to lead specific objective successfully
Norming: According to the stage conflict is well resolved and some sort of degree of Unity get
emerges. Indus norming stage consensus develop around who is the leader and having
individual member roles (Book, Gatling and Kim, 2019). The interpersonal differences
between to be resolved and having sense of conscience to better perform a task which
increase the stage of member for corporate team focus on team goal
Performing: In the performing stage to corporation bad team leader and the contribution which
implemented by team member is mature organised and well functioning. There is a clear and
stable structure where members are committed to the team mission. Problems and conflicts
are get emerge but they are dealt with constructor better manner
Adjourning: In the adjoining stage is a most of the team was have been accomplished and
emphasize on wrapping of the final task and documentation with the efforts of positive
results.
Knowledge and understanding about leadership in the 21st century within The Choice Hotel
International
According to the Jacqueline Jones, 2019 : The role of leadership in 21st century Leadership is an
innovative set of strategy which leader used to implement in their task within organisation. It
knows how to achieve goes inspire people along the way we are the used to motivate them and
try to fulfil the needs effective manner. is not a magnetic personality as they motivate the people
by their presence by their coats which they deliver to influence people (Huertas-Valdivia,
Llorens-Montes and Ruiz-Moreno, 2018). Is most effective leaders have one elements in
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common that they are available to keep the engaged the team members are not engage then they
have to make the motivate for the task effective manner.
 Communication: it is a factor which is one of the most communication skills as good
leader leads to this excellent voice to influence people effectively. As and perspective of
the choice International Hotel the managers and leaders can also motivate their staff
members on the basis on effective communication level to make them understand that
what actual work is need to require in organisation. The clarity of calls objective and task
mission plays an important role by better communicate staff to make them understand
effectively.
 Motivation. It is inspire to others to the effective leader motivation is also one of the best
example to guidance given orders by that person who has experience in a having
expertise to influence people for better cause stop this one of the primary goals of leader
track to motivate employees in organisation (Afsar, Shahjehan and Shah, 2018).
Perspective of choice International Hotel the leader can use motivation to provide actual
needs and wants and to consult with their staff members about the issues and try to
provide solution that they can easily overcome from them.
 Better vision: leaders are the holy personality who have a better vision they have a
capacity to translate the vision into reality. As better vision is enhanced to inspire the
people for effective performance to others and role of convention leaders and in various
forward to thinking attitude and future goal achieve.
 Empathy is it simply means to understand and compassion. Leadership does not require
adopting staff emotions are trying to please everybody it is simply to consider employees
feeling what they are going through and what are the main issues that create conflicts in
the workplace as well as their making decisions (Yousaf, Rasheed, Hameed and Luqman,
2019). An empathetic leadership plays an important role to building a relationship which
is truly important for managers and employees co-ordinate each other and attend the task
effectively.
Identify the causes of conflict, conflict-management skills and strategies within The Choice
Hotel International
The conflict management is the process by which this for effective disputes to obtainthe positive
factor and use and negative outcomes which is major prioritise. Hospitality as there is major
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issues consider like due to lack of service, not having proper resources in which staff can handle
the task effectively and so on. Perspective of choice International Hotel HR manager can resolve
the conflicts on the basis of creating strategy that provides positive outcomes.
 Better acceptable behaviour can be built of conflict which reduced to eliminate potential
problems by second standard of behaviour and guidelines in the workplace. However a
manager is having responsibility to set the work process and hiring not only potential
over but also measure a better behaviour candidate which can resolve the negative
outcomes successfully.
 In this leadership management play important role leaders used to guide employees How
to resolve the conflicts by setting their behaviour in professional manner which is
important within the organisation development.
 By not avoiding the conflicts because it is depending on the type of person and manager
which individual what they carry (Johnson, Park and Bartlett, 2018). To respond on
conflicts is important rather than to abscond from it because accepting the the situation in
which the negative factor is arises track to make it resolve by creating a better Strategies
for plans that makes personality improvement as well as creates more efficiency. As the
job manager to deal with such matters where they need to bride employees about how to
resolve the conflicts in effective manner.
CONCLUSION
It is concluded that managing and developing people in the hospitality industry is an
important concept to learn and understand so that such practical applications can be applied in
real world organisations. Staff development and engagement training are the important functions
of human resource Management because until and unless the staff is not well trained they will
not be able to perform the specific job role which can result in poor outcomes in the company.
This is because staff is considered as the greatest asset in any organisation which is required to
be taken care of, because of them only the organisation runs and operates its management in an
effective and efficient manner. therefore it is important to analyse the systematic approach to the
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performance management process within the hotel, it is essential to examine the stages of team
development for the creation of high performance team within the hotel, it is necessary to
determine the knowledge and understanding about leadership in the 21st century within the hotel
and it is significant to gain the knowledge about the identification of the causes of conflict and
conflict management skills along with the strategies within the hospitality industry. Hence this
report covers all such areas in order to better understand the concept of managing and developing
people in the hospitality industry which includes the staff development and engagement training.
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REFERENCES
Books and journal
Afsar, B., Shahjehan, A. and Shah, S.I., 2018. Frontline employees’ high-performance work
practices, trust in supervisor, job-embeddedness and turnover intentions in hospitality
industry. International Journal of Contemporary Hospitality Management.
Baharin, N.L. and Hanafi, W.N.W., 2018. Effects of Talent Management on Employee
Retention: A Case Study of Hospitality Industry. Global Business & Management
Research. 10(3).
Book, L., Gatling, A. and Kim, J., 2019. The effects of leadership satisfaction on employee
engagement, loyalty, and retention in the hospitality industry. Journal of Human
Resources in Hospitality & Tourism. 18(3). pp.368-393.
Golubeva, I., 2019. Enhancing faculty and staff engagement in internationalisation: A Hungarian
example of training through intercultural dialogue. In Educational Approaches to
Internationalization through Intercultural Dialogue (pp. 183-194). Routledge.
Gray, G., Schalk, A., Rooney, P. and Lang, C., 2021, April. A stakeholder informed professional
development framework to support engagement with learning analytics. In LAK21: 11th
International Learning Analytics and Knowledge Conference (pp. 237-247).
Guan, X., Yeh, S.S., Chiang, T.Y. and Huan, T.C.T., 2020. Does organizational inducement
foster work engagement in hospitality industry? Perspectives from a moderated mediation
model. Journal of Hospitality and Tourism Management, 43, pp.259-268.
Gupta, V., 2019. Talent management dimensions and their relationship with retention of
Generation-Y employees in the hospitality industry. International Journal of
Contemporary Hospitality Management.
Huertas-Valdivia, I., Llorens-Montes, F.J. and Ruiz-Moreno, A., 2018. Achieving engagement
among hospitality employees: A serial mediation model. International Journal of
Contemporary Hospitality Management.
Johnson, K.R., Park, S. and Bartlett, K.R., 2018. Perceptions of customer service orientation,
training, and employee engagement in Jamaica’s hospitality sector. European Journal of
Training and Development.
Jung, H.S. and Yoon, H.H., 2018. Improving frontline service employees' innovative behavior
using conflict management in the hospitality industry: The mediating role of
engagement. Tourism Management, 69, pp.498-507.
Roberts, J., 2018. Future and changing roles of staff in distance education: a study to identify
training and professional development needs. Distance Education. 39(1). pp.37-53.
Tuan, L.T., 2018. Driving employees to serve customers beyond their roles in the Vietnamese
hospitality industry: The roles of paternalistic leadership and discretionary HR
practices. Tourism Management, 69, pp.132-144.
Yousaf, S., Rasheed, M.I., Hameed, Z. and Luqman, A., 2019. Occupational stress and its
outcomes: the role of work-social support in the hospitality industry. Personnel Review.
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