Human Resources Management in Hospitality

This assignment delves into the crucial role of Human Resources (HR) within the hospitality sector. It examines how HR practices influence hotel operations, focusing on aspects such as maintaining the employee lifecycle, fostering positive relationships between staff members, and managing financial resources through trial balance analysis and cost understanding. The study also highlights the importance of hygiene in guest rooms for both cleanliness and health consciousness.

HBT
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Table of Contents
INTRODUCTION...........................................................................................................................3
LO 1.................................................................................................................................................3
P1 Investigation the principles of monitoring and managing financial performance..................3
P2 The principles of double entry bookkeeping system in order to record purchase and sales
transactions..................................................................................................................................4
P3 sample of Trial balance...........................................................................................................6
LO 2................................................................................................................................................6
P4 Stages of human resource life cycle that can be applicable in specific job role in hospitality\
sector............................................................................................................................................6
P5 Performance management plan for solving retention issues..................................................8
LO 3...............................................................................................................................................10
P6 Legislations and laws that need to be followed by Marriott hotel........................................10
P7 Impact of contract and employment law on decision making process of the business........10
LO 4...............................................................................................................................................11
P8 The way of different functional roles that hospitality industry interrelates.........................11
P9 Different methods of communication, coordinating and monitoring that applied in specific
department of Marriott hotel......................................................................................................12
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................14
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INTRODUCTION
In this competitive area it is very important to develop their skills and understanding
about business growth.(Erickson and Rothberg, 2017). Hospitality sector play a vital role and the
process and actions of this sector manager influence and impact on departments within this
industry. Marriott is an American multinational hotel which provides the best quality food
services and other accommodations to its customers. In that hotel there are various functions
such as HR, finance, accounting that need to be administrated in effective manner for achieving
organisational goals.
This report also shows the importance of integrating and coordination among functional
departments of hospitality sector businesses. The purpose of this report is to analyse the various
stage of HR life cycle and financial statement within hospitality sector. There are various types
of cost methods and trial balance as it helps in finding the errors in posting and shows the
financial statement. This study will also show the principles and practices in context of Marriott
hotel.
LO 1
P1 Investigation the principles of monitoring and managing financial performance
It is very important for the companies to keep tracking of their records, cash and payables
and sometimes it becomes very difficult. It is also very important to monitor financial
performance for the hotel.
There are some ways of measuring performance and some principles of financial management
are as follows:
Principle1: According to principle 1 it is requirement for the manager of Marriott hotel is
to prepare budget. The main aim and purpose of preparing budget is to analyse financial situation
of the hotel at regular basis and specific time period. It also helps manager in analysing the
requirement of different functional unit of Marriott hotel.
Principle 2: According to this principle of financial management, a budget should be
realistic and reasonable which is made by the finance manager.
Principle 3: According to this principle, there is requirement of analysing the different
tasks of functional units before preparing the budget. It should have the proper and clear purpose
of developing and preparing the budget.
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Principle 4: This principle shows the comparison between the budget outcomes and
actual financial and the difference\ should be maintained by manager over the period. The main
responsibility of the manager of Marriott hotel is to eliminate the additional activities which are
not much important and are increasing the over all cost. They should also take the correct
decisions in order to reduce errors.
Principle 5: In this principle the manager identifies the gap between actual finance and
budget outcomes and then take appropriate decisions and actions.
Principle 6: This principle states that manager of Marriott hotel should make the plan for
limited budget of all the departments and units of the hotel. If there is an extra expenses occurred
then they should seek justification explanation from the department.
Principle 7: According to this manager makes the fiscal and monetary policies.
Principle 8: It is very important because in this, all the functional units of the hotel are
required to analyse and develop the understanding about the impact of their activities and actions
on the hotel's financial performance (Hatjidis and Parker, 2018).
Principle 9: Before implementing the budget pan it is important for all the functional
departments is to analyse cost benefits.
Principle 10: All the functional department and financial manager of Marriott hotel are
required to protect the hotel from any type of financial losses.
1. There is requirement for financial manager of Marriott hotel to record all the
expenses and income:
Income Amount Expenses Amount
Benefits and
allowances
£ 4000 Lunch purchase £ 1000
Income from gifts £ 3000 Electricity bills of
household
£ 3000
P2 The principles of double entry bookkeeping system in order to record purchase and sales
transactions
In financial terms and in every business they have accountant that keep double entry book
which has two sides (Motta, 2017). First side is known as debit side and the second side is
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known as credit side. The main aim of keeping this book is to maintain financial records that
help the accountant in showing the double effect of each financial transaction.
The meaning of debit side is increment in assets and increment in an expense and also decrement
in a liability and decrement in income. Credit side includes the decrement in an assets, decrement
in expenses, increment in a liability and increment in income (Ahmed, 2019).
Example of personal income and expenditure:
Purchase of kitchen equipment
Debit Credit
Utensils for kitchen £4500
cash £4500
Food purchases for kitchen
Debit Credit
Food £4500
cash £4500
Beverage purchases
Debit Credit
Beverages £9900
cash £9900
Sales by cash
Debit Credit
cash £3500
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Goods £3500
Credit sales
Debit Credit
cash £10,000
Credit card £10,000
P3 sample of Trial balance
Name Debit (in pound) Credit (in
pound)
Cash 10500
Sundry Creditors 7800
Purchase 11200
Debtors 9900
Bank loans 10000
Sales 12000
Interest on bank loans 1000
Other expenses 2000
Suspense account 4800
Total 34600 34600
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LO 2
P4 Stages of human resource life cycle that can be applicable in specific job role in hospitality\
sector
HR plays various role in the hotel as it motivates, recruit and also provide training to their
employees. Motivation is very important for employees in order to work in effective manner.
There are mainly 5 stage of human resource cycle such as recruitment, education, motivation,
evaluation and celebration.
Recruitment and selection: Recruiting is the very first process of working. Without
recruiting in Marriott hotel and other companies cannot work because they require employees for
doing effective work. This hiring and recruiting decisions impact on the decision making
process, turnover, growth and the productivity of the hotel. Human resource management of
Marriott hotel need to follow consistent process for recruiting and selecting candidates.
1. For improving and managing this stage HR department needs to create a strategic plan that
can help them in understanding the vacancies and another position that need to be filled.
2. After creating plan they need to analyse compensation packages in order to attract top
and potential employees and talent (Al Mamun, 2019).
3. To develop and interviewing protocol that should include different tests and questions
related interviews.
Training and development: Training and development is main function of HR. In order
to provide the best services to their guests it is important for all the employee to have the
knowledge about treating and presenting food for their guests. HR should provide the proper
training. For that it can help development programmes.
Motivation: There is a huge chance of leaving the hotel and organization due to lack of
motivation. It is very important for HR to focus on their motivation stage in order to reduce lobar
turnover. It chooses the different ways of motivating employees of the hotel like praising for
good work, benefits and rewards etc.
There are some ways and methods of improving this stage and motivating employees such as:
1. To focus on improving the relationship among all the employees of the company.
2. To provide many reason to be stay in the hotel like benefits and rewards it may be
monetary rewards and non-monetary rewards.
3. To appreciate employees for their achievement and productive work.
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Performance Evaluation: In this stage, HR measures and evaluates the performance of
their employees. They also take the review and feedbacks which ensures them if they are right
for the job or not. HR evaluate and analyse the performance of new employees on the basis of set
criteria For maintaining this stage they follow on followed things:
1. They should support and challenge employees at the time of offering constructive
feedbacks.
2. They should also conduct performance conversations which should be based on the facts.
Celebration: It is the last stage of human resource cycle. It is another way of increasing
morale and motivating employees of Marriott hotel. In the front of all employees, HR should say
thanks and praise of those employees who did a great job and productive work. This helps the
manager of the hotel in decreasing the labour turnover (Motta, 2017).
Importance of HR and its life cycle
In Marriott hotel, HR plays an important role as it helps in decreasing lobar turnover and also try
to do the things in order to growth and development of the hotel. It is very important for the
hospitality sectors businesses to have a quality human resource because they help in managing
all the functional departments that provide the best facilities to their guests.
HR department of hospitality sector have 5 stages that need to be focus and maintain such as:
Motivation, education, recruitment, evaluation and celebration.
Recommendation in order to improve HR life cycle
For improving the life cycle of HR, they should communicate their company’s culture
and values among all the employees and HR. After recruiting any new employee, they should
introduce them from existing staff in order to improve the relationship among all the employees.
For improving HR life cycle HR department should focus on making the best strategic
plan for each stage that will help them in identifying and analysing about the actions that need to
be taken.
P5 Performance management plan for solving retention issues
The issues in talent acquisition and retention
There are several reasons of retention and talent acquisition in hospitality sector and in
Marriott hotel. Some of the reasons related retention is communication, hiring the wrong
employees, avoiding labour laws, lack of education and time management skills. Due to
increasing labour turnover and retention, Marriott has to face many problems. One of the biggest
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problems is decreasing sales and productivity of the hotel. When employees leave the
organization then it impacts on the productivity of the hotel as all the tasks have to suffer
(Hatjidis and Parker, 2018). Another main issue in retention and talent acquisition is on image of
the hotel. When employees leave the company then it has bad impact on the company’s image.
Performance management can be defined as a continuous process in order to achieve the
determined organizational goals.
Performance management plan is also known as performance management tool that give
the opportunities to employees and to focus on continuous process. It helps the manager of the
hotel in identifying the stage and sectors that need to be improved (Langenmayr, 2016).
Area that
need to be
improved
Reasons Expected
performance
standard
Actions that need
to be improved
Time frame to achieve
performance
Production
and
operational
department
Ineffective
productive
work
Effective
productivity
And
delivery of
work and
services on
time.
Implementation of
new and advance
technologies and
proper training to
staff members of
Marriott hotel.
Within a month
Managemen
t
Ineffective
communicat
ion which
create
misundersta
nding,
Work load
which lead
pending
works and
Systematic
management
by effective
time
schedule
Allocation of
responsibilities
among all the staff
members of
various
departments of
Marriott hotel.
Within 2 months
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lack of time
management
skills
(López-
Gamero and
et.al., 2016).
Techniques and way of managing retention issues and negative behaviour
In order to manage and deal with negative behaviours and retention issues it is important
and requirement of using different techniques and tools in Marriott hotel. There are some reasons
that lead and become the reason of labour turnover like ineffective communication, lack of
motivation and lack of technologies. For reducing these problems HR of Marriott hotel can use
various techniques like implementation of transparent policies and the best way of
communication. By providing training to staff members it can increase their skills by which will
make them able in doing effective and productive work. It will decrease labour turnover and
increase morale of employees. It can also use different and advance techniques which will reduce
the time of work. By improving the relationship among all the employees it can solve the
problem of negative behaviour.
LO 3
P6 Legislations and laws that need to be followed by Marriott hotel
Specific legislations that need to comply: Hospitality law is a legal practice that helps
the manager in the treatment and behaving of guests. This laws and legislations are made in
order to protect guest against injury. There are various laws that need to be complying in
hospitality sectors such as: income tax, labour law and safety act. The main aim of Marriott
hotel of following these laws is to ensure that the hotel and other public accommodations are
providing safety measures to their guests.
Food and safety act: Marriott is a hospitality sector business whose main aim is to
provide the best quality food and services to its customers. According to this act it is very
important for the manager and staff of the hotel is to take all the safety measure before serving
food to its customers. The main aim of this act is to promote food hygiene.
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Human rights act: It is the act which provide the right to employees and people to get
respected and and treated fairly. According to this act, Marriott hotel need to treat their
employees and their customers with respectfully and fairly. This act impact on the company' s
activities by reducing and decreasing labour turnover.
Equality act: This act protect the guest and employees from discrimination at
workplace. The main aim of this act is to treat with employees equally and do not discriminate
people of the hotel on the basis of age, colour and income.
By following all the laws can impact on the hotel's activity in positive manner. It
increases the value of the company and also decreases the labour turnover and also increases the
productivity of the company. Hospitality sectors businesses have to faces many ethical problems
so it is important for them to have the proper knowledge of business ethics and also follow them.
Manager of hospitality sectors have the responsibility to maintain the highest levels of service
and also provide the best facilities that can satisfy their guests needs (Williams and Dobelman,
2017).
P7 Impact of contract and employment law on decision making process of the business
Employment and labour laws covers the issues related their salary, protection from
discrimination, family and maternity leaves and other things which decrease morale of
employees. Fairness and discrimination is the main reasons that are affecting the businesses of
hospitality sectors. The way of treating and behaving to employees play an important role in
hospitality sectors.
Employment and labour law: There are various factors that affect the company’s
decision making process like sexual harassment at workplace. Discrimination at workplace on
the basis of gender, colour, age and so on is also impact on the company’s decision making
process. This is made in order to protect the rights of employees. Due to ignorance and failure to
comply with this legislation then it has to faces many problems and claims by workers. For
example, if manager and employer of Marriott hotel dismiss the worker without any specific and
valid reason then the worker of the hotel has the right to claim and file the case against the
manager of the hotel for unfairly dismissed. So manager have to face this type of problems for
not following laws. It also impacts on decision making process and their activities (Al Mamun,
2019).
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The labour contract law: Contract laws also impact on the hotel’s decision making
process in positive manner and in negative manner. Contract laws are the legal documents that
possess written agreement. Most of the companies make agreement and associated with an
exchange of services and goods. It consists terms and conditions which ensures that employees
and the company agrees on each other’s terms and conditions. For example GR infra company
and PHB Ltd company made an agreement to do the business together. Due to some situations
and circumstances, Gr infra company did not follow the agreement and that contract and breach
the contract without giving notice. At that time PHB Ltd company files law suit against GR infra
company. So companies have to faces this type of problems.
It impacts on the company’s decision making process in positive manner as well as
negative manner as they have written proof that protects them from risks and also provides them
guidelines for successful completion of the business (López-Gamero and et.al., 2016).
LO 4
P8 The way of different functional roles that hospitality industry interrelates
There are various departments and functional unit in Marriott hotel. It is the best
hospitality sector business of London which has various functional departments like
housekeeping department, Food production department, Food service department. They follow
and play various functions in order to satisfy their guests and increase their sales. The entire
functional departments have a link and interrelationship with all departments.
Interrelationship between house keeping department and front office department:
The housekeeping department in hotels as a hospitality sector play a vital role because
they are responsible for the cleaning the guests room. Many people are health conscious so they
prefer a neat and clean room so it is very important to have proper cleaning of the rooms. There
is an interrelationship between house keeping department and front office department as front
office department please the guests and provide them all the necessary information. Staffs of
front office department help them register and tell them about the surrounding of hotel. When
guests arrive in the hotel then they directly contact with front office department and they tell
them about the rooms and all the informations. If guests have any query related cleanness of
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rooms and other services related housekeeping then they tell to front office and then front office
contact with house keeping department.
Interrelationship between Human resources and communication department
Human resource department try to manage all the functions as they promote transparency
and openness in the hotel’s communication. They try to improve the relationship of all the staff
members. They also recruit of employees for the hotel as per the requirements. Communication
department also play an important role as they maintain telephone connection for each room of
the hotels. They also manage and maintain audio-visual equipment of the hotel for the meetings
and parties. Human resources is also responsible for effective communication and they try to
focus on communicating all the informations among all the employees of Marriott hotel, So there
is an interrelationship between both departments (Koens and Wood, 2017).
P9 Different methods of communication, coordinating and monitoring that applied in specific
department of Marriott hotel
There are various types of communication in hospitality sector and in Marriott hotel such
as: interpersonal, written communication, oral communication and non-verbal communication,
phone communication.
Phone conversation: Mobile phones and the communication through phones is in trend
and most of the companies are using this method. It is very effective and easy method of
communication. If the guests of the hotel have any problem and doubt then they contact to front
office department through phones and then that department also communicates with other
departments through phones. It saves their time and cost also.
Written communication: Written communication includes mails, notes and memos.
This method has some advantages and disadvantages. It creates the misunderstanding as most of
the people read between the lines or sometimes they do not read the whole message which
creates a barrier in effective communication.
Coordination is a method of proper management which brings all the staff and
departments together. The main aim of coordination is to do productive and effective work by
working together. It also helps in improving the relationship of staff members of different
functional departments of hospitality sector (Souliotis and et.al., 2017). For coordinating, the
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manager of Marriott hotel requires to define the proper goals and purpose among all the
members of staff. It is also important for them to clearly define the structure which helps
employees in understanding their roles and responsibilities towards their specific work.
Effectiveness of different communication methods
Communication in hospitality sector and in all types of business play a significant role as
it helps the guests and the staff in communicating and understanding the needs and views of each
other’s. Bad communication is the main reason of creating conflict within the hotel. When the
hotel does not focus on effective communication and if they do not focus on the effective way of
communication then it creates misunderstanding among staff and guests. Phone communication
saves the time of the staff and customers and it is the easiest way of communication. Written
communication is also the good way because they have the written proof. It allows the manager
of the hotel to be more productive and effective. If all the staff focuses on effective
communication then it helps them in increasing morale.
Mind map
A mind map of different communication methods is a diagram that is used by the line manager
of Marriott hotel in order to effectively integrate the different departments of the hotel. It also
helps in showing the relationship among all the departments.
Recommendation to improve company’s departmental integration
There are some ways of Marriott hotel which are not appropriate and that much of
effective. They prefer and use phone communication which sometimes creates misunderstanding.
Sometimes guests do not listen the whole thing and they disconnect the phones which create
misunderstanding. It also increase the overall cost of the company. For effective communication
they should prefer face to face communication because it does not create any type of
misunderstanding (Erickson and Rothberg, 2017).
It can be recommended that they should provide the training to their employees in order
to better presentation and serving methods of food. They should also tell them the importance of
hygiene and the methods of using hygiene because guests prefer clean rooms and are health
conscious.
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CONCLUSION
From the above study it has been concluded that HR played an important role in the hospitality
sectors businesses. In the hotel they focused on maintaining HR life cycle that has various stages that
needed to be improved. Coordination and integration among all the departments of the hotel is also very
important in improving the relationship of the entire staff member. Trial balance and types of costs
showed the financial statement of the hotel. It showed the ways of managing finance and record
transactions in order to minimize costs responsibility.
REFERENCES
Books and journals
Ahmed, R., 2019. Trial Balance Report. In Cloud Computing Using Oracle Application
Express (pp. 205-217). Apress, Berkeley, CA.
Al Mamun, M.A., 2019. An Analysis of Employee Awareness on Green Human Resource
Management Practices: Evidence from Bangladesh.
Erickson, G.S. and Rothberg, H.N., 2017. Healthcare and hospitality: intangible dynamics for
evaluating industry sectors. The Service Industries Journal. 37(9-10). pp.589-606.
Hatjidis, D. and Parker, A., 2018. The role of relationship quality in raising organizational
change acceptance: The case of the Greek hotel industry. Journal of Human Resources
in Hospitality & Tourism. 17(3). pp.340-359.
Koens, A. and Wood, R.C., 2017. An analysis of international employment levels in hospitality
occupations using secondary statistics. International Journal of Tourism
Research. 19(5). pp.496-504.
Langenmayr, F., 2016. The concept of the organizational memory funtion. In Organisational
Memory as a Function (pp. 67-87). Springer VS, Wiesbaden.
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