Managing and Developing People in the Hospitality Industry
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This document explores the process of managing and developing people in the hospitality industry. It discusses the performance management process, stages of team development, leadership in the 21st century, and conflict management. The case study focuses on London Marriott Hotel County Hall. Find study material, assignments, and essays on Desklib.
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Managing and Developing
People in the Hospitality
Industry
People in the Hospitality
Industry
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TABLE OF CONTENT
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Performance Management Process..............................................................................................1
Stages of team development........................................................................................................2
Leadership of 21st century in hospitality industries....................................................................4
Causes of conflicts, skills of managing conflicts in leadership...................................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Performance Management Process..............................................................................................1
Stages of team development........................................................................................................2
Leadership of 21st century in hospitality industries....................................................................4
Causes of conflicts, skills of managing conflicts in leadership...................................................5
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8
INTRODUCTION
The process of management and development in Hospitality industry is done with daily
operations in a restaurant or hotel with overseeing of personnel participation and assurance of
properly maintained steps to satisfying customers and keeping of financial and administrative
records. The chosen company form hospitality industry is London Marriott Hotel County Hall. It
is a luxurious hotel in London near grand stone building which has a river-view. This hotel is
famous for its steakhouse, gym and indoor pool. Project will systematically analyse the
performance development process of hotel's human resource development. Stages of team
development will be discussed for creating high performance in hospitality industry. With the
help of this project leadership in 21st century for hospitality industry will be understood.
Identification of cause and management of conflicts in hospitality industry will be evaluated.
MAIN BODY
Performance Management Process
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 to performance management process in London Marriott Hotel County Hall
consists of certain step taken by the Human Resource development (Siegfried and et.al.,, 2018).
Choosing the right people :
Getting talented individuals for the designated job is key to success for any hotel in
hospitality industry (Schlotterbeck, 2017). This requires systematic recruiting skills and efforts
which involve screening and understanding of personnel in stages of the interview. Checking the
backgrounds of those individuals are very important especially in Hospitality industry. This
process continues during the introductory period in which the individual and his performance is
judged by an expert.
Establishing Goals :
After the recruited individual has become an employee the next step in system of
performance management is to educate the employee a company bout the value, guests, rules,
benefits and expectations. The better the employee is made understood about the following
aspects the better will be their performance in meeting the hopeful expectations. Just issuing
1
The process of management and development in Hospitality industry is done with daily
operations in a restaurant or hotel with overseeing of personnel participation and assurance of
properly maintained steps to satisfying customers and keeping of financial and administrative
records. The chosen company form hospitality industry is London Marriott Hotel County Hall. It
is a luxurious hotel in London near grand stone building which has a river-view. This hotel is
famous for its steakhouse, gym and indoor pool. Project will systematically analyse the
performance development process of hotel's human resource development. Stages of team
development will be discussed for creating high performance in hospitality industry. With the
help of this project leadership in 21st century for hospitality industry will be understood.
Identification of cause and management of conflicts in hospitality industry will be evaluated.
MAIN BODY
Performance Management Process
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 to performance management process in London Marriott Hotel County Hall
consists of certain step taken by the Human Resource development (Siegfried and et.al.,, 2018).
Choosing the right people :
Getting talented individuals for the designated job is key to success for any hotel in
hospitality industry (Schlotterbeck, 2017). This requires systematic recruiting skills and efforts
which involve screening and understanding of personnel in stages of the interview. Checking the
backgrounds of those individuals are very important especially in Hospitality industry. This
process continues during the introductory period in which the individual and his performance is
judged by an expert.
Establishing Goals :
After the recruited individual has become an employee the next step in system of
performance management is to educate the employee a company bout the value, guests, rules,
benefits and expectations. The better the employee is made understood about the following
aspects the better will be their performance in meeting the hopeful expectations. Just issuing
1
policies to the employees will not be enough. HR management need to make sure that all the
employee need proper training and managers need to be updated with policies and expectations
of the company. Goals are reached when people follow the right instructions given to them by
the higher authorities (Wu and et.al.,, 2018).
Performance Coaching :
If Recruiting and Establishing of goals is done correctly in the hotel coaching or training
the employee for better performance gets easier for the organization. The basic mechanism of
performance coaching include disciplinary procedures for periodical performances. This process
can be done by utilizing multiple methods of coaching. Which may include role-play drills or by
the help of mentorship, these methods have proven very successful in the hospitality industry.
Coaching is the main ingredient when it comes to the recipe of Performance management.
Disposing bad performers :
For improving the overall performance the company needs to evaluate the performances
of the existing employees in order to get rid of those employees which are not performing to the
optimal capacity of helping the organization to reach certain goals. In hotels behaviours towards
the customers is very important thus the employees which do not show proper behaviour towards
the customers should not be kept as a part of the Hotel. Ignoring this step often leads to increase
in conflicts or problems which usually have the risk of ruining the reputation of the London
Marriott Hotel County Hall.
It is important for Human resource management to find solutions to the problems which
occur due to poor performance rather than just reacting. Ultimate goal for this process is to
achieve high performing employees for avoiding unwanted errors or remove the under
performing employees.
Stages of team development
Team development is the process of working together in effective manner. According to
Bruce Tuckman (2017),team development has five definitive stages which a team should follow
for showing high performance (Lechthaler, 2017). Team development process in London
Marriott Hotel County Hall are divided into processes like,
Forming stage :
This stage is the orientation period of getting acquainted which contains high uncertainty.
2
employee need proper training and managers need to be updated with policies and expectations
of the company. Goals are reached when people follow the right instructions given to them by
the higher authorities (Wu and et.al.,, 2018).
Performance Coaching :
If Recruiting and Establishing of goals is done correctly in the hotel coaching or training
the employee for better performance gets easier for the organization. The basic mechanism of
performance coaching include disciplinary procedures for periodical performances. This process
can be done by utilizing multiple methods of coaching. Which may include role-play drills or by
the help of mentorship, these methods have proven very successful in the hospitality industry.
Coaching is the main ingredient when it comes to the recipe of Performance management.
Disposing bad performers :
For improving the overall performance the company needs to evaluate the performances
of the existing employees in order to get rid of those employees which are not performing to the
optimal capacity of helping the organization to reach certain goals. In hotels behaviours towards
the customers is very important thus the employees which do not show proper behaviour towards
the customers should not be kept as a part of the Hotel. Ignoring this step often leads to increase
in conflicts or problems which usually have the risk of ruining the reputation of the London
Marriott Hotel County Hall.
It is important for Human resource management to find solutions to the problems which
occur due to poor performance rather than just reacting. Ultimate goal for this process is to
achieve high performing employees for avoiding unwanted errors or remove the under
performing employees.
Stages of team development
Team development is the process of working together in effective manner. According to
Bruce Tuckman (2017),team development has five definitive stages which a team should follow
for showing high performance (Lechthaler, 2017). Team development process in London
Marriott Hotel County Hall are divided into processes like,
Forming stage :
This stage is the orientation period of getting acquainted which contains high uncertainty.
2
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In this stage authoritative control is with the member who has the most knowledge or experience
in hospitality business. Forming stage is the beginning of the formation of a team in which
motives, goals and expectations are decided. In this stage members of the team ask each other
questions about the offerings of the company. Teams often find difficulties in this process as they
are not aware of the goals. But this stage provides the team members with essential moments of
knowing each other (Lechthaler, 2017).
Storming Stage :
This stage is the most difficult for teams in Hospitality industry as it includes conflicts
and competition among individuals. Performance of teams are low usually due to wastage of
energy in unproductive activities. Team members are often seen disagreeing over the goals of the
team which as a result forms two or more groups within the organization. These reasons heavily
affect the outcome of the company and for reaching success team need to over come these
problems. If the conflicts which arise on this stage are not dealt, it may result in long term
problems.
Norming Stage :
If teams of Hospitality industry are successful in resolving conflicts and other issues
automatically gets addressed. In norming stage the work revolves around leaders. This is the
stage in which teams develop increase in performance. In this stage the teams starts to operate
according to its goals and expectations. The work flow is going smoothly in this stage if all
previous stages are followed properly (Efremova, 2017).
Performing Stage :
Performing stages is the time when team has matured in the work and which provides
clear and stable structure to the work of the team. Problems and conflicts still arise but are easily
dealt with in systematic ways. In this stage the team is well functioning showing versatility and
matureness. Team gets very focused on solving problems and meeting goals of London Marriott
Hotel County Hall.
Adjourning Stage :
This is the stage in which teams have already achieved there goals and is emphasizing on
wrapping up tasks. The work load on the team is less and most of the time is utilized in
evaluating the performances of the team and its members. After the evaluation the teams are
3
in hospitality business. Forming stage is the beginning of the formation of a team in which
motives, goals and expectations are decided. In this stage members of the team ask each other
questions about the offerings of the company. Teams often find difficulties in this process as they
are not aware of the goals. But this stage provides the team members with essential moments of
knowing each other (Lechthaler, 2017).
Storming Stage :
This stage is the most difficult for teams in Hospitality industry as it includes conflicts
and competition among individuals. Performance of teams are low usually due to wastage of
energy in unproductive activities. Team members are often seen disagreeing over the goals of the
team which as a result forms two or more groups within the organization. These reasons heavily
affect the outcome of the company and for reaching success team need to over come these
problems. If the conflicts which arise on this stage are not dealt, it may result in long term
problems.
Norming Stage :
If teams of Hospitality industry are successful in resolving conflicts and other issues
automatically gets addressed. In norming stage the work revolves around leaders. This is the
stage in which teams develop increase in performance. In this stage the teams starts to operate
according to its goals and expectations. The work flow is going smoothly in this stage if all
previous stages are followed properly (Efremova, 2017).
Performing Stage :
Performing stages is the time when team has matured in the work and which provides
clear and stable structure to the work of the team. Problems and conflicts still arise but are easily
dealt with in systematic ways. In this stage the team is well functioning showing versatility and
matureness. Team gets very focused on solving problems and meeting goals of London Marriott
Hotel County Hall.
Adjourning Stage :
This is the stage in which teams have already achieved there goals and is emphasizing on
wrapping up tasks. The work load on the team is less and most of the time is utilized in
evaluating the performances of the team and its members. After the evaluation the teams are
3
either reformed with another task and there is addition of new team members or removal of some
existing members.
These stages are followed by every team in Hospitality industry. London Marriott Hotel
County Hall has proven itself as very accomplished hotel in London, Which shows the
determination of the management. A management is strong when every team is performing at its
best in the organization (Efremova, 2017).
Leadership of 21st century in hospitality industries
Business environment has changed drastically since the years which has made it activities
of business increasingly complex. This results in increase in information from different source of
channels. The biggest change in this century is the increase of internet activities which has made
most of the work online related. Leadership qualities have to be adopted according to the change
in environment (Truitt and et.al., 2017). Nowadays, everyone is seeking information quickly and
on spot. This increase in complexity needed great resistant and patience in the skills of the
leaders of London Marriott Hotel County Hall. With increase in complexity comes increase in
responsibilities. Managers of hospitality industries tries different methods to reduce complexity
and increase to labour management skills which are required. Some of these methods are,
Introduction of new minds :
In the past generation leaders of hotels used to work very hard in order to satisfy
customers with the use of good human qualities of behaviour. These methods used to prove
sufficient in previous market. However, these simple techniques don't work in with the today's
generation which are divided into various groups. Generation x and generation y, which have
different choices and preferences. For such complexities companies hire individuals who are
expert in analysation the market segments. Therefore, it can be said that leaders in 21st prefer
expert opinions rather than learning themselves (Chen, Lee and Wang, 2020).
Leveraging technologies :
For improving business in 21st adaptation of the latest technologies in all the sectors is
very necessary. These changes are even more necessary in hospitality industries as the pace of
changes is very high in this market. Adoption of these technologies improve the performance of
the hotels which is the most important factor of the leaders. Technologies nowadays provide
softwares which are useful for maintaining data of the hotels and their staff. Use of this software
can influence the business and make work easier for management. Leaders in 21st uses the
4
existing members.
These stages are followed by every team in Hospitality industry. London Marriott Hotel
County Hall has proven itself as very accomplished hotel in London, Which shows the
determination of the management. A management is strong when every team is performing at its
best in the organization (Efremova, 2017).
Leadership of 21st century in hospitality industries
Business environment has changed drastically since the years which has made it activities
of business increasingly complex. This results in increase in information from different source of
channels. The biggest change in this century is the increase of internet activities which has made
most of the work online related. Leadership qualities have to be adopted according to the change
in environment (Truitt and et.al., 2017). Nowadays, everyone is seeking information quickly and
on spot. This increase in complexity needed great resistant and patience in the skills of the
leaders of London Marriott Hotel County Hall. With increase in complexity comes increase in
responsibilities. Managers of hospitality industries tries different methods to reduce complexity
and increase to labour management skills which are required. Some of these methods are,
Introduction of new minds :
In the past generation leaders of hotels used to work very hard in order to satisfy
customers with the use of good human qualities of behaviour. These methods used to prove
sufficient in previous market. However, these simple techniques don't work in with the today's
generation which are divided into various groups. Generation x and generation y, which have
different choices and preferences. For such complexities companies hire individuals who are
expert in analysation the market segments. Therefore, it can be said that leaders in 21st prefer
expert opinions rather than learning themselves (Chen, Lee and Wang, 2020).
Leveraging technologies :
For improving business in 21st adaptation of the latest technologies in all the sectors is
very necessary. These changes are even more necessary in hospitality industries as the pace of
changes is very high in this market. Adoption of these technologies improve the performance of
the hotels which is the most important factor of the leaders. Technologies nowadays provide
softwares which are useful for maintaining data of the hotels and their staff. Use of this software
can influence the business and make work easier for management. Leaders in 21st uses the
4
technologies for promotion of their hotels on social media platforms which is the most efficient
way of promotion (Rathore, 2017).
Competitiveness :
In 21st century due to the rise of population the level of competition has increased in
almost all market. Hospitality industry is no different the level of competition is very high in
hospitality industry. Leaders need to keep an eye on the activities or market strategies of the
competitors in order to tackle them with own strategies. Leaders in current times use online
websites and social media for keeping an eye over the activities of the competitors. Internet
provides almost all the information required. Old methods are also used in which self-
improvement is prioritized that wondering about the competitors. Employees prove to be key in
when it comes to competition because they are the once which serve the customers. That is why
leaders motivate the team members with proper training and coaching.
Renewal and up-gradation :
It is very important for any company in today's generation to keep upgrading with new
facilities or features. Same goes with London Marriott Hotel County Hall hotels, it is required for
them to introduce new features. Without the introduction of new features the place goes out of
trend. Providing such ideas are the duties and responsibilities of the leaders of the hotel. With
new feature company can attract new customers which are important for its growth in all kinds of
sectors. The Best way of adding new services is by asking the consumers on social media. Such
suggestions usually benefit the hotel for a long time and also builds good relation with the
consumer (Obi, 2021).
Causes of conflicts, skills of managing conflicts in leadership
Conflicts is a work place is the disagreement of individual on opinions or ideas which
leads to arguments. Possible reasons for the cause of conflicts in leadership management of
hospitality industry are,
Poor Management :
Weak management skills of the leader is often the reason for the cause of conflicts.
Leaders which posses authority over there employees are wise enough for solve conflicts before
they can occur in hotels.
Unfair Treatment :
5
way of promotion (Rathore, 2017).
Competitiveness :
In 21st century due to the rise of population the level of competition has increased in
almost all market. Hospitality industry is no different the level of competition is very high in
hospitality industry. Leaders need to keep an eye on the activities or market strategies of the
competitors in order to tackle them with own strategies. Leaders in current times use online
websites and social media for keeping an eye over the activities of the competitors. Internet
provides almost all the information required. Old methods are also used in which self-
improvement is prioritized that wondering about the competitors. Employees prove to be key in
when it comes to competition because they are the once which serve the customers. That is why
leaders motivate the team members with proper training and coaching.
Renewal and up-gradation :
It is very important for any company in today's generation to keep upgrading with new
facilities or features. Same goes with London Marriott Hotel County Hall hotels, it is required for
them to introduce new features. Without the introduction of new features the place goes out of
trend. Providing such ideas are the duties and responsibilities of the leaders of the hotel. With
new feature company can attract new customers which are important for its growth in all kinds of
sectors. The Best way of adding new services is by asking the consumers on social media. Such
suggestions usually benefit the hotel for a long time and also builds good relation with the
consumer (Obi, 2021).
Causes of conflicts, skills of managing conflicts in leadership
Conflicts is a work place is the disagreement of individual on opinions or ideas which
leads to arguments. Possible reasons for the cause of conflicts in leadership management of
hospitality industry are,
Poor Management :
Weak management skills of the leader is often the reason for the cause of conflicts.
Leaders which posses authority over there employees are wise enough for solve conflicts before
they can occur in hotels.
Unfair Treatment :
5
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Individuals are often seen in conflicts when there is some sort of discrimination in the
organization. Leaders need to address this problem as it can hamper the working environment of
the hotel.
Unclear Job Roles :
When the individuals are not specified about their roles and responsibilities in a job they
often come across each other causing in conflicts. It is the duty of the leaders to clearly specify
the roles of the individuals in a hotel.
Improper Training :
If the training provided is not accurate or up to the point explaining the what to do and
what not to do. This can cause conflicts if the individuals do not know about the consequences
which should be told in induction process by HR.
Poor Communication :
Lack of proper communication results in misunderstanding which can cause conflicts
which should be dealt with priority. This is the responsibility of the leaders to diminish the
communication gap between the employees (Aggarwal, Verma and Agarwal, 2020).
London Marriott Hotel County Hall is reputed hotel thus, the management leaders of this
hotel needs following skills for solving conflicts in the organization,
Communication :
Communication is very important between the employees for understanding the source of
conflicts and point of view of others. This skill should be analysed during the interview part of
every new joining so that such problems never occur this is the best solution for decreasing
communication gap. Communication skill also require skills of listening which evenly important
(Cornett, 2018).
Teamwork :
Leaders of hotels should focus on the development of teamwork spirit in the organization
which is helpful in more ways than one. Team work is the key for solving conflicts, an
organization with proper teamwork can solve conflicts before its occurrence. Team work is
developed by the leader's motivation, shared goals and regular and fun activities.
Problem Solving :
This is a skill which is required for all leaders. Leaders are made because they are
specialized in solving problems and issues. If the leaders can address the problems of those
6
organization. Leaders need to address this problem as it can hamper the working environment of
the hotel.
Unclear Job Roles :
When the individuals are not specified about their roles and responsibilities in a job they
often come across each other causing in conflicts. It is the duty of the leaders to clearly specify
the roles of the individuals in a hotel.
Improper Training :
If the training provided is not accurate or up to the point explaining the what to do and
what not to do. This can cause conflicts if the individuals do not know about the consequences
which should be told in induction process by HR.
Poor Communication :
Lack of proper communication results in misunderstanding which can cause conflicts
which should be dealt with priority. This is the responsibility of the leaders to diminish the
communication gap between the employees (Aggarwal, Verma and Agarwal, 2020).
London Marriott Hotel County Hall is reputed hotel thus, the management leaders of this
hotel needs following skills for solving conflicts in the organization,
Communication :
Communication is very important between the employees for understanding the source of
conflicts and point of view of others. This skill should be analysed during the interview part of
every new joining so that such problems never occur this is the best solution for decreasing
communication gap. Communication skill also require skills of listening which evenly important
(Cornett, 2018).
Teamwork :
Leaders of hotels should focus on the development of teamwork spirit in the organization
which is helpful in more ways than one. Team work is the key for solving conflicts, an
organization with proper teamwork can solve conflicts before its occurrence. Team work is
developed by the leader's motivation, shared goals and regular and fun activities.
Problem Solving :
This is a skill which is required for all leaders. Leaders are made because they are
specialized in solving problems and issues. If the leaders can address the problems of those
6
which are creating conflicts the problems can be solved very quickly and efficiently. Tackling
problems are way better than avoiding them. Problem should be dealt when they are small not
when they have increased in size and started affecting other employees (Hastings, Kavookjian
and Ekong, 2019).
Stress management :
Stress in an organization increases conflicts as people get heated up from small issues.
The best way of addressing them is to increase some stress releasing activities like games or
other activities. Music is often refereed for releasing stress this can be used by leaders for
releasing stress. Providing breaks is also necessary for releasing stress.
Emotional Agility :
Conflicts often causes the employees to understand their position in the organization.
This feeling is not good for that employee and as well as others. This issue are better dealt with
direct one on one conversation of leaders with the employees. Leaders can understand the issue
of the employee and suggest the solution if possible.
CONCLUSION
With this project it can be concluded that the success of London Marriott Hotel County
Hall is the resemblance of its performance management process and leaders which implement.
With proper evaluation this project is successful in discussing the system of performance
management process a part of human resource. Team development has different stages when it
comes to performing at the highest level explained in the above report. One of the main aim of
this project was to understand about the leadership which is required in t 21st century for the
hospitality industry. This report concludes with the reasons for the causes of conflicts in an
organization and skills which are required for managing those conflicts in hospitality industries
by the help of leadership management.
7
problems are way better than avoiding them. Problem should be dealt when they are small not
when they have increased in size and started affecting other employees (Hastings, Kavookjian
and Ekong, 2019).
Stress management :
Stress in an organization increases conflicts as people get heated up from small issues.
The best way of addressing them is to increase some stress releasing activities like games or
other activities. Music is often refereed for releasing stress this can be used by leaders for
releasing stress. Providing breaks is also necessary for releasing stress.
Emotional Agility :
Conflicts often causes the employees to understand their position in the organization.
This feeling is not good for that employee and as well as others. This issue are better dealt with
direct one on one conversation of leaders with the employees. Leaders can understand the issue
of the employee and suggest the solution if possible.
CONCLUSION
With this project it can be concluded that the success of London Marriott Hotel County
Hall is the resemblance of its performance management process and leaders which implement.
With proper evaluation this project is successful in discussing the system of performance
management process a part of human resource. Team development has different stages when it
comes to performing at the highest level explained in the above report. One of the main aim of
this project was to understand about the leadership which is required in t 21st century for the
hospitality industry. This report concludes with the reasons for the causes of conflicts in an
organization and skills which are required for managing those conflicts in hospitality industries
by the help of leadership management.
7
REFERENCES
Books and Journals
Siegfried, A., and et.al.,, 2018. Quality improvement and performance management benefits of
public health accreditation: national evaluation findings.Journal of Public Health
Management and Practice, 24(1), pp.S3-S9.
Schlotterbeck, S., 2017. Tax administration reforms in the Caribbean: Challenges, achievements,
and next steps. International Monetary Fund.
Wu, W.Y., and et.al.,, 2018. The integration between service value and service recovery in the
hospitality industry: An application of QFD and ANP.International Journal of
Hospitality Management, 75, pp.48-57.
Lechthaler, F., 2017. Economic growth and energy use during different stages of development:
an empirical analysis.Environment and development economics, 22(1), p.26.
Efremova, M.Y., 2017. Methodical approaches to the development of economic-organizing
provision of professional and public estimation of the quality of educational
programmes for service and hospitality industry.Contemporary Problems of Social
Work, 3(2), pp.7-14.
Truitt, J.H., and et.al., 2017. Strategic leadership: Developing 21st century citizens who invest
their time, talent, and treasure in the service of others. In Encyclopedia of strategic
leadership and management (pp. 1637-1654). IGI Global.
Chen, R., Lee, Y.D. and Wang, C.H., 2020. Total quality management and sustainable
competitive advantage: serial mediation of transformational leadership and executive
ability.Total Quality Management & Business Excellence, 31(5-6), pp.451-468.
Obi, N.N., 2021. Managing Workplace Conflicts Through Self-Mediation. In Encyclopedia of
Organizational Knowledge, Administration, and Technology (pp. 1953-1968). IGI
Global.
Aggarwal, R., Verma, T. and Agarwal, K., 2020. Conflict management-a challenge to resolve
through various communication styles. International Journal of Environment,
Workplace and Employment, 6(1-2), pp.40-55.
Hastings, T.J., Kavookjian, J. and Ekong, G., 2019. Associations among student conflict
management style and attitudes toward empathy. Currents in Pharmacy Teaching and
Learning, 11(1), pp.25-32.
Online
Cornett, I., 2018, Top 5 skills needed to successfully resolve conflicts, [Online]. Available
through: <https://www.eaglesflight.com/blog/top-5-skills-needed-to-successfully-
resolve-conflicts-in-the-workplace>.
Rathore, M., 2017,. Leadership competencies for hospitality manager in 21st centruy, [Online].
Available through: <https://www.hospitalitynet.org/opinion/4026520.html>.
8
Books and Journals
Siegfried, A., and et.al.,, 2018. Quality improvement and performance management benefits of
public health accreditation: national evaluation findings.Journal of Public Health
Management and Practice, 24(1), pp.S3-S9.
Schlotterbeck, S., 2017. Tax administration reforms in the Caribbean: Challenges, achievements,
and next steps. International Monetary Fund.
Wu, W.Y., and et.al.,, 2018. The integration between service value and service recovery in the
hospitality industry: An application of QFD and ANP.International Journal of
Hospitality Management, 75, pp.48-57.
Lechthaler, F., 2017. Economic growth and energy use during different stages of development:
an empirical analysis.Environment and development economics, 22(1), p.26.
Efremova, M.Y., 2017. Methodical approaches to the development of economic-organizing
provision of professional and public estimation of the quality of educational
programmes for service and hospitality industry.Contemporary Problems of Social
Work, 3(2), pp.7-14.
Truitt, J.H., and et.al., 2017. Strategic leadership: Developing 21st century citizens who invest
their time, talent, and treasure in the service of others. In Encyclopedia of strategic
leadership and management (pp. 1637-1654). IGI Global.
Chen, R., Lee, Y.D. and Wang, C.H., 2020. Total quality management and sustainable
competitive advantage: serial mediation of transformational leadership and executive
ability.Total Quality Management & Business Excellence, 31(5-6), pp.451-468.
Obi, N.N., 2021. Managing Workplace Conflicts Through Self-Mediation. In Encyclopedia of
Organizational Knowledge, Administration, and Technology (pp. 1953-1968). IGI
Global.
Aggarwal, R., Verma, T. and Agarwal, K., 2020. Conflict management-a challenge to resolve
through various communication styles. International Journal of Environment,
Workplace and Employment, 6(1-2), pp.40-55.
Hastings, T.J., Kavookjian, J. and Ekong, G., 2019. Associations among student conflict
management style and attitudes toward empathy. Currents in Pharmacy Teaching and
Learning, 11(1), pp.25-32.
Online
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