Hospitality Business Toolkit

This project provides a comprehensive toolkit for managing and monitoring financial performance, human resources, and legal compliance in the hospitality industry. It covers key principles of financial management, double-entry bookkeeping, trial balance, human resource life cycle management, performance management planning, and legal considerations. The project also explores different functional roles within the hospitality sector and methods of communication, coordination, and monitoring within a specific department. The project uses Carnival Corporation & plc as a case study to illustrate these concepts.

The hospitality
Business Toolkit

Contents
INTRODUCTION...........................................................................................................................3
P1 Investigate the principles of managing and monitoring financial performance.....................3
P2 Apply the double-entry book-keeping system of debits and credits to record sales and
purchases transactions in a general ledger...................................................................................3
P3 Produce a basic trial balance applying the use of the balance off rule to complete the ledger
.....................................................................................................................................................4
P4 Assess how to manage the Human Resource life cycle within the context of HR strategy...4
P5 Develop a performance management plan.............................................................................5
P7 How company, employment and contract law has a potential impact upon business
decision-making in the hospitality industry.................................................................................6
P8 Different functional roles within the hospitality sector..........................................................6
P9 Methods of communication, coordination and monitoring applied within a specific
department of a hospitality organisation......................................................................................7
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................9

INTRODUCTION
Hospitality industry is a group of organisations that are providing services to customers.
It's main objective is to satisfy customers through enhancing their overall experience. This
comprises of businesses such as hotels, restaurants and bars that provide different services to
customers such as food, place to sleep and drink. The organisation undertaken under this report
is Carnival corporation & plc which is one of the most widely recognised cruise brands in the
world. It is world largest leisure travel company with over 100 ships that comprises of providing
different services such as accommodation, food and bars (Ali, Amin and Cobanoglu, 2016). This
report will analyse different activities of several departments of the organisation such as finance
and human resource. It will also analyse legal and ethical consideration that are to be kept in the
mind by business in order to operate in the market without facing legal issues. Later part of the
report defines different role functional roles in hospitality sector and the importance of
coordination and communication in a cruise liner.
P1 Investigate the principles of managing and monitoring financial performance
The principle of managing and monitoring financial performance comprises of assigning
budget to different activities. It should be realistic and reasonable and it should be made after
clear analysis of organisation goals and objective then comparing the actual financial results of
each unit with the set budget on a regular basis. This will help the organisation to identify the
variances and will also help to eliminate them in the future course (Dzhandzhugazova and et. al.,
2016). There are different ways by which financial performance of an organisation can be
monitored and maintained such as
Preparing key financial statements: It comprises of different statement such as balance
sheet, profit and loss statements, trail balance and cash flow. They are considered as an important
indicator of performance of the business.
Competitive analysis: The financial indicators must be compared with other competitors
in order to find out the area where they lack in comparison with the other competitors.
P2 Apply the double-entry book-keeping system of debits and credits to record sales and
purchases transactions in a general ledger
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P3 Produce a basic trial balance applying the use of the balance off rule to complete the ledger
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P4 Assess how to manage the Human Resource life cycle within the context of HR strategy
Human resource strategy is the strategy which is adopted by businesses in order to
integrate an business culture, staff and several systems which is done by coordinating different
actions focussed on achieving overall organisational goals. In order to achieve success they must
be coordinated with organisation mission and goals (Feinstein, Hertzman and Stefanelli, 2017).
In order to achieve performance goals organisation needs to recruit right people that can carry
organisational activities in an effective manner. That requires an effective human resource cycle
establishment that can required right employees the HR cycle stages can be analysed below:
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 Recruitment: Hiring right people that are suitable for a particular job profile is directly
going to effect an organisation turnover, growth and performance level. As there are
different types of employees that are require on a cruise such as captain, maintenance
and life guards. It is important for the manger to ensure that the right amount of people
are there so that the work can be done in an efficient and smooth manner (Wang, Tsai and
Tsai 2014).
 Training: It involves establishment of training and development programme for
employees so that they can be empowered with different set of skills that they will be
using in the workplace. As it will help the food and beverage manger of cruise ship to
ensure that employees are equipped with necessary skill set that will help them to
undertake different job responsibilities and tackle different contingencies arising in the
future.
 Motivation: It is one of an important factor that contribute to achievement of
organisational goals. Manager needs to motivate it's employees on a regular basis so that
they work hard and their work can be directed towards achieving already set goals.
 Evaluation: It is an process which comprises of evaluation of performance of employees
so that different training and development programmes can be established in order to
eliminate the variances between the set gaols and actual goals (Kandampully, Zhang, and
Bilgihan, 2015).
 Celebration: It the end stage of the entire cycle which comprises of reenergizing the
staff, recognizing employees for the work being done by them. This can be done by
offering different benefits to the hard working employees by the manger and the upper
level staff members such as gifts cards, and by pay paying for the extra time.
All these steps will help the organisation to create a comfortable environment for
employees and will also help to retain them as they are being recognized and valued in the
organisation.
P5 Develop a performance management plan
This is adopted by organisation so that they can work efficiently and effectively towards
achievement of their overall. As there are different kind of problems that are being faced by
waiters and waitresses of the cruise line such as not obeying to the senior and denying to take
extra work in case of emergencies (Kim, Vogt and Knutson, 2015) In order to actively access
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these issues and provide solution to these. Business will implement performance management
plan that can be further elaborated below:
 Assessing the current performance management process: In order to gain knowledge
about organisation current strength and process it needs to examine the current
manpower, resource and management process so that these can be further used in
defining organisational goals and objectives (Singal, 2015).
 Setting goals: After assessment of organisations current performance level then come
the part where organisation goals and objectives are being defined. Carnival Corporation
& PLC will define their goals and objectives in such a way that they can have optimum
utilization of it employees
 Creating action plan: it consists of developing an action plan which comprise of a
breakdown structure of the different job responsibilities among different level of
employees. It is done in order to provide clarity in the work and also by dividing
responsibilities organisation can work more effectively.
 Tracking: After the goals are being established and job responsibilities are being defined
among the employees It is important for the organisation to monitor different activities of
the work in order to ensure that organisation is moving in the right direction.
These activities will help organisation to move in right direction and will also help them
to motivate employees to increase their performance level by using different measures such as by
providing training and recognising their work (Pirani, and Arafat, 2014). These will assists
organisation in resolving issues related to staff retention.
P6 Different legislation that a hospitality organisation has to comply and adhere to
Every industry have certain kinds of rules and regulations that a organisation needs to
comply to in order to avoid any legal issues. In reference to the hospitality organisation there are
certain rules and regulation that are to be followed by Carnival corporation & plc in order to
fulfil it's legal obligations that can be elaborated below:
Food and safety Act(1990) : Under this act several rules are provided which depicts the
level of standard that needs to maintained by organisation in the food department. As there are
various products related to food and beverages that are being offered by the cruise line so it is
important for them to adhere to these rules and regulations (Pirani and Arafat, 2016)
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Tourism Act (2011): The tourism act was established in order to assists in developing,
managing, marketing and regulating the sustainable tourism. As the organisation is engaged in
providing services across the globe it is important for them to abide themself by the law in order
to serve different customer in a legal way (The Tourism Act 2019,).
The Tourism Regulatory Authority Regulation (2014): Pursuant to section 122 of the
Tourism Act. It was formed to prescribe different matters that are related to regulation of tourism
sector and authority operation.
P7 How company, employment and contract law has a potential impact upon business decision-
making in the hospitality industry
Laws are the different set of rules and regulation which are being established with a motive to
provide an code of conduct in the functioning of the organisation. These have an impact on the
decision making process of the organisation (Šerić, Gil-Saura and Ruiz-Molina, 2014). It is
important for organisation to abide by these laws in order to work legally in the market. For
example while deciding on the remuneration of different employees it needs to look into the
wage act existing in the industry and have to pay their employees as the set rules of the
government. Where as if an organisation wants to enter into an agreement it needs to follow the
company law and needs to frame policies in accordance with it act prevailing in the market. If
the organisation is following all the legal norms it will help them to eliminate legal issues which
involves investment of time and cost by the company.
P8 Different functional roles within the hospitality sector
MEMORANDUM
DATE: April 04, 2019.
TO: Human Resource manager.
FROM: XYZ
SUBJECT: Different functional role in the hospitality industry.
I am writing to inform you that, over the training programme I have learned about
different sectors and roles in hospitality industry.
There are several functional roles that are performed by different individuals in the
organisation at the front and back of house. Where front of the house comprises of physical
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area of business in which customers are being served. Where as back is being used for several
catering business which comprises of food preparation, dishes and etc. Different departments
have different roles such as house keeping they are responsible to maintain cleanliness in the
customers rooms which involve dusting, vacuum cleaning the floor and removal of litter. As all
these factors contribute to the satisfaction level of customers during their stay.
Financial role of an industry comprises of maintaining accounts and preparing and
allotting budget to different activities in an organisation. Manger needs to maintain budget of
different activities and keep record of all the activities in order to access the position of
organisation and also to keep record of services that are being availed by customers during their
stay. Which will help them to design future product and services.
Human resource department plays an important role in the overall organisational
performance as they comprise of people who are going to address customer while their stay. If
they are able to address people in an efficient manner they will be able to provide right services
to them and will be able to enhance their satisfaction level.
Thank you for your cooperation.
P9 Methods of communication, coordination and monitoring applied within a specific
department of a hospitality organisation
MEMORANDUM
DATE: April 04, 2019
TO: Human Resource manager
FROM: XYZ
SUBJECT: Different methods of communication, co-ordination and monitoring.
I am writing to inform you that, over the training programme I have learned different
method of communication, coordination and monitoring in the food and beverage department of
cruise line. It is very important to maintain all these in the organisation. It uses telephonic
system in order to receive orders of the customer that can be placed by them from their room
only. It help in providing more facilities to customers as they can order food from their room
and they can also make special request to chief through call. In order to coordinate different
activities of the department activities are divided into different job responsibilities which is
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further assigned to different individuals.
For facilitating monitoring manager will review and evaluate the performance of
different individuals working in the department on a daily basis. It will help the manger to
evaluate the performance of individual in order to motivate them through offering different
benefits such as gift card and by paying extra for extra work. Through controlling and
coordinating different activities organisation will be able to effectively maintain it's supply
chain which will enable them to use resource at an optimum level.
Thank you for your cooperation.
CONCLUSION
Under this report the organisation undertake is Carnival corporation and plc which is the
world's largest leisure travel company. It provide it's services to approx 11.5 million guest per
year. It also depicts the use of human resource cycle and performance management plan in order
to manage and retain staff members (Shani and et. al., 2014). It analyse different laws that needs
to be abided by the organisation in order to work legally and serve it's customers. Along with
two memo have been discussed which comprises of functional role in hospitality sector and
different methods of communication coordination and monitoring used in food and beverage
department of cruise liner.
REFERENCES
Books and Journals
Ali, F., Amin, M. and Cobanoglu, C., 2016. An integrated model of service experience,
emotions, satisfaction, and price acceptance: an empirical analysis in the Chinese
hospitality industry. Journal of Hospitality Marketing & Management.25(4). pp.449-
475.
Dzhandzhugazova and et. al., 2016. Innovations in hospitality industry. International Journal of
Environmental and Science Education.11(17). pp.10387-10400.
Feinstein, A.H., Hertzman, J.L. and Stefanelli, J.M., 2017. Purchasing: Selection and
procurement for the hospitality industry. Wiley.
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Kandampully, J., Zhang, T. and Bilgihan, A., 2015. Customer loyalty: a review and future
directions with a special focus on the hospitality industry. International Journal of
Contemporary Hospitality Management.27(3). pp.379-414.
Kim, M., Vogt, C.A. and Knutson, B.J., 2015. Relationships among customer satisfaction,
delight, and loyalty in the hospitality industry. Journal of Hospitality & Tourism
Research.39(2). pp.170-197.
Pirani, S.I. and Arafat, H.A., 2014. Solid waste management in the hospitality industry: A
review. Journal of environmental management.146. pp.320-336.
Pirani, S.I. and Arafat, H.A., 2016. Reduction of food waste generation in the hospitality
industry. Journal of Cleaner Production.132. pp.129-145.
Šerić, M., Gil-Saura, I. and Ruiz-Molina, M.E., 2014. How can integrated marketing
communications and advanced technology influence the creation of customer-based
brand equity? Evidence from the hospitality industry. International Journal of
Hospitality Management.39. pp.144-156.
Shani and et. al., 2014. Emotional labor in the hospitality industry: The influence of contextual
factors. International Journal of Hospitality Management.37. pp.150-158.
Singal, M., 2015. How is the hospitality and tourism industry different? An empirical test of
some structural characteristics. International Journal of Hospitality Management.47.
pp.116-119.
Wang, C.J., Tsai, H.T. and Tsai, M.T., 2014. Linking transformational leadership and employee
creativity in the hospitality industry: The influences of creative role identity, creative
self-efficacy, and job complexity. Tourism Management.40. pp.79-89.
The Tourism Act 2019.[Online] Available Through:
<https://www.tourismauthority.go.ke/index.php/tourism-sector-regulation/acts>.
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