Managing and Developing People in the Hospitality Industry

Managing and Developing
People in the Hospitality
Industry

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
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
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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.
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