Managing and Developing People in the Hospitality Industry

Managing and Developing
People in the Hospitality
Industry

Table of Contents
Introduction .....................................................................................................................................3
Performance management process ..............................................................................................3
Stages of team development ........................................................................................................4
Leadership....................................................................................................................................6
Conflict management...................................................................................................................7
Conclusion .......................................................................................................................................9
References .....................................................................................................................................10

Introduction
Staff development describes all the plans, policies, practises and strategies which is being
used for the development of knowledge and skills of employees so that they can enhance their
competency, ability, potential and effectiveness towards the work (Persdotter and et. al, 2019).
This report focuses on the staff development and engagement training with in the hospitality
industry. In this report Sofitel hotel has been discussed. Sofitel hotel and resort is a chain of
luxury hotels which is based in Paris, France. This report states about then performance
management process of human resources development in Sofitel hotel. Apart from this various
stages of team development which is needed to create high performance team is being mentioned
in this report. This report speaks about the leadership in the 21st century . At the end this report
speaks about the causes of conflict and conflict management strategies for the hotel.
Performance management process
Performance management process is known to be, communication proceeder in which the
employees and manager joint their hands together and make policies and strategies so that they
can review the work and performance of the employees and if the employees are not performing
as per the expectation, manager can guide them and also suggest them in which area they have to
work hard so that they can overcome their weakness (DeNisi and et. al, 2017). This is one of the
important part of human resources in the Sofitel hotel as this hotel wants that their each and
every employee should perform well so that hotel can reach to its end goal. Therefore Sofitel is
adopting systematic approach for the performance management process.
Establishment of goal
In this approach, higher management and HR of the hotel set goal for the hotel such as
after covid their goal has been modified now they are more active on social media platform and
website of the company and also all the staff have to wear mask and gloves, but the end goal of
the hotel is to provide best services to the customers so that they can increase their profitability.
But it is the responsibility of HR to share this goal to employees so that they can follow new
policies and also work accordingly.
Development of plan
This is the short-term plan of the hotel that they have to make sure about the Corona
guild line but their long term plan is to increase the profitability, for that employee have to
perform, well as the entire hospitality industry is based on services if the employees are serving

their best then it can be seen by the management and the HR and they will provide different
rewards to those employees so that their morale and confidence can get boost-up.
Evaluation of performance
After describing the plan and also dividing the responsibility among the employees , now
the higher management evaluate the performance of the employees like – who is doing as per the
plan and who is not contributing to the goal of the company on the basis of this employees get
rewarded and if the employees are not performing well they may give some training and
education so that they can enhance their performance (Glas and et. al, 2018) . Although this
hotel is providing promotional offers so employees can give their best to get the promotion.
Stages of team development
Teams have become a key tool in today's hospitality culture, team development refers to
procedure of dividing employees into different teams as peer their knowledge and skills, so that
they can fulfil the given task on time (5 Stages of Team Development, 2020). Team development
in Sofitel hotel has been done on the basis of eligibility and knowledge son that employees get a
chance to learn from each other. It is beneficial for the new employee as they get a chance to
learn the work and skills from the senior and experienced employees. Apart from this by making
team, work can get done easily. There are some stages of team development. Stages of
developing a team have been given by Tuckman. As per the Tuckman team has to go from 5
stages – forming, storming, norming performing and adjourning.
Forming stage
This is the very first stage of team development which is known as forming. In this stage
all the people who have same skills and knowledge are put into one group, this the initial stage
where all the employees of Sofitel get introduced with each other and everyone try to be over-
polite and pleasant. As this is the first phase so most of the employees remain exited to learn
something new (Jones, 2019). During the stage they may learn about the project goal, what are
the expectations of the hotel from them, what are the rules of team which they have to follow
and what will their individual role and work which they have to contribute in the team. Basically
in this stage, employees get familiarize to each other and learn about6 their roles and
responsibilities.
Storming