HR and Performance in Hospitality: ABC Catering Report

This report provides a detailed analysis of ABC Catering's hospitality business toolkit. It begins with an introduction to the hospitality industry and the specific context of ABC Catering, a growing catering company. The report then delves into the stages of the HR lifecycle, focusing on recruitment, education, motivation, evaluation, and celebration, and their importance in retaining talent, particularly for the role of Sous Chef. A performance management plan for ABC Catering is then developed, outlining the stages of planning, execution, evaluation, and feedback. The report also examines strategies for resolving negative behavior and staff turnover, such as creating a positive culture and offering training. Furthermore, the report identifies relevant employment and contract laws and their impact on decision-making within the company. Finally, it explores different methods of communication, coordination, and monitoring within the hospitality sector to ensure efficient operations. The report concludes by summarizing key findings and offering recommendations for ABC Catering's continued success.

HOSPITALITY BUSINESS
TOOL KIT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 2...........................................................................................................................................1
Assessing the different stages of HR life cycle applied to a specific hospitality sector and the
importance of it for retaining the talent..................................................................................1
Developing a performance management plan for ABC catering company...........................3
TASK 3............................................................................................................................................5
The specific legislation that company has to comply............................................................5
The effect of company, employment and contract law which has a potential impact on the
decision-making.....................................................................................................................6
TASK 4............................................................................................................................................7
Exploring the different functional areas within the hospitality sector..................................7
Explaining different method of communication, coordination and monitoring in relation with
Hospitality sector....................................................................................................................8
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Hospitality is related with establishment of relationship with guest and host and includes
reception and arranging entertainment activities for guest. This means it is related with
maintaining better relationship with customers and guests to increase their overall satisfaction
level. It involves fulfilling the need of guest and providing a equal treatment. The report will be
based on ABC catering. This is a catering company specialised in organising events such as
wedding, birthday party or family gatherings. This company is started couple of years ago and is
growing at rapidly speed. Major topics covered in this report are management of finance,
assessing different stages of life cycle, developing a performance management plan and
identifying their responses to resolve negative behaviour. Different methods will also be
identified for overcoming with the issues of staff retention. Rules and regulations related to
employment and contract law along with their impact on their decision-making will also be
covered in this report. Different methods of communication and coordination for hospitality
department will be known, so that work can be completed in the efficient manner.
TASK 2
Assessing the different stages of HR life cycle applied to a specific hospitality sector and the
importance of it for retaining the talent.
The life cycle of human resource has different stages which posses their own challenges
or opportunities and benefit. This cycle is preferred when there is excess employee turnover and
it works as motivation in employee's life. With the help of this cycle management of ABC
catering organisation will be able to hire skilled and talented employee's for the achievement of
goals and objectives. The organisation is aiming to recruit and hire Sous Chef for its the
achievement of goals and objectives. Skilled and knowledge of various individuals will be
analysed and best suitable candidates will be given a job position of Sous Chef. ABC catering
company uses this cycle to maintain the employees productivity and the stages are as follows-
 Recruitment- This involves hiring of right people and it has important role in turnover,
productivity and growth of the company (Jayawardena and et. al., 2013). The succession
in recruitment stage depends upon the efficiency of employees and for this strategic
effective plan has to be implemented and analysing compensations and benefits to
determine the efficiency of talent. ABC catering company develops an interviewing
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protocol which includes multiple test and interview to determine the efficiency of
selected employees. In this stage management of the organisation will analyse the skills
of candidates by taking different kinds of test. As with the help of these test organisation
will be able to identify applied candidate is suitable for the position of Sous Chef or not.
In case of ABC while recruiting individuals for the post of Sous Chef, there is
requirement of proper job description and person specification for individuals through
which HR mangers of ABC catering can know what is the requirement of association.
 Education- This involves communicating the culture and values of company to their
employees so that they can understand their jobs and responsibility and what they are
expected to perform. ABC catering company makes their employees understand about
the job they are expected to do through keeping a co-worker with the new employees to
make them feel connected with the company (Kasemsap, 2017). In this stage eduction of
the candidates who have applied for Sous Chef will be analysed, so that best candidate
be hired. After recruiting, Sous Chef there is requirement of education to hem through
training program, orientation, etc. through which it is easy to make clear understanding
about culture of ABC catering and provide information about roles and responsibilities.
This assist candidate to complete their job roles properly and understand about their
scope.
 Motivation- It is a tool which motivates the employees to perform better and keep them
engaged in work. ABC catering company offer benefits such as extra pay or
opportunities to grow to their employees which motivates them to work effectively for
the company. The management of ABC Catering organisation will try to implement
effective motivation techniques. As with the help of this Sous Chef will be able to give
better results within the organisation. For the post of Sous Chef HR manger have to
motivate candidate to come with new and innovative approaches. For Sous Chef best
motivation is monetary benefits through which they work with considering consumer
demand and prepare new dishes.
 Evaluation- This stage involves reviewing or supervision of employees performance
and this stage helps in determining that the selected employee is fit for the job. They give
challenge to their employee and then evaluate them on the basis of given challenge. ABC
catering company spent most of the time in discovering the employee talent instead of
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finding drawback of them. In this stage analysis and evaluation of the skills and talent of
Sous Chef will be done. It will lead to increase in overall performance of the employee's
in ABC catering company. Sous Chef post can be evaluated with number of innovations
with its frequency, taste of new dish, etc. Sous Chef of ABC catering company have to
work under team, so from team mates feedback can be taken.
 Celebration- This is the fifth stage of this cycle which will provide an opportunity to
staff to thank their employee for effective work and provide appreciation. ABC catering
company provide appreciation to their employees and celebrate the achievement of their
objective. This makes employee feel that they are empowered by giving a feeling of
ownership (Kuruuzum and Koksal, 2010). In this stage if the Sous Chef is able to
perform better than various kinds of rewards will be provided to the individual. As with
the help of this employee's will be have sense of belongingness towards the organisation.
Last stage of HR cycle is celebration in which Sous Chef in ABC catering business can
get hike in their position and become Chef executive. This motivates individuals to
retain in organisation and make new innovations as per consumer demand.
Importance of HR life cycle in retaining the talent-
This life cycle helps the company to retain employees for longer period as it involves
identifying their weak part and removing it by taking various step which increases the employee
morale and educating about company makes them to feel valued and they do not wish to leave
the company and providing motivation and correcting them results in retaining employees for
longer term. With the help of this life cycle management of ABC catering organisation will be
able to achieve its long and short term goals in the best possible manner. As motivated and
skilled employee's will directly contribute in the growth and success of the organisation in the
efficient manner. Some of the major importance of HR life cycle in context to ABC catering
company is mentioned below-
Increase employee performance- With the help of HR life cycle better plans and
strategies can be made by the organisation for improving and enhancing the performance of
Sous Chef. As in this cycle need and demand of each and every individual will be taken into
consideration.
Boost motivation level of employee- If the management of ABC catering organisation is
successful in implementing HR life cycle in the systematic manner than motivation level of
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employee's and Sous Chef will be automatically motivated. As they will be getting better
opportunities for growing and improving their performance.
Developing a performance management plan for ABC catering company.
Performance management is a tool to assess the performance of employee in relation with
the goals of the company. The implementation and complexity of this plan will depend upon the
size of the company and number of people working in a company. ABC catering is a growing
company which is using this tool to improve the performance of employees as it is a systematic
way to monitor and manage the employees performance with the help of establishing key
performance indicator. The explanation of performance management plan for as follows-
 Planning- This involves various rules and policies which are to followed and expected
result or goal which is required to be achieved. ABC catering is required to form
standard criteria on which performance will be measured (Lockwood, 2010). By forming
standard criteria management of ABC Catering company will be able to measure the
performance of Sous Chef in the systematic manner. With planning regarding working
style of Sous Chef it is easy for ABC catering to make individual clear about their roles
and responsibilities.
 Execution- The implementation of plan in reality is refereed as execution. The division
of work between employees and communicating the expected performance. ABC
company communicate their benchmark of performance to their employees and clearly
defined their duties which makes them channelising their efforts towards assigned task.
In this stage work to Sous Chef will be divided as per its skills and capabilities. As with
the help of this organisation will be able to implement effective plans. After planning
regarding working of Sous Chef, they have to make clear understanding to team mates
and ask them to give best.
 Evaluation- This involves comparison of actual performance with the real performance
of employees which is necessary to identify the weak part of employees. ABC company
evaluates the performance of their employees according to the standard performance set
by them. In this stage management of ABC Catering company will try to analyse and
compare the performance of Sous Chef on the basis of actual performance with standard
one. After completing assigned task, analysis is done for understanding whether targets
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and standards are achieved or not. This makes fear in mind of Sous Chef ABC catering
business that checking is done.
 Feedback- This is the necessary for the growth and personal development of employees
as employer are required to provide feedback about the performance after evaluation.
ABC company takes corrective action to improve the performance of their employees so
that their efficiency increases (Manning, 2018). Some improvements and suggestions
will also be given to the Sous Chef. As with the help of this employee's will be able to
increase its overall performance. Top level managers of ABC catering business provide
feedback to Sous Chef regarding their work. There are possibilities of positive or
negative feedback. In case of negative feedback Sous Chef have to take corrective
actions, while in case of positive feedback, appreciation and rewards are provided to
team mates.
Techniques to resolve negative behaviour and staff turnover-
This is important for the company to focus on reducing staff turnover and convert
negative behaviour into productive behaviour which results in retaining of employees in the
company for the longer term. The methods are as follows-
 Create positive culture- The company should focus on creating culture that makes
employee feel happy and valued. ABC company use open communication which allows
employees feel free to express their opinions and ideas which makes them feel valued. If
the management of ABC Catering organisation is not able to maintain appropriate and
positive culture within organisation than chances of employee dissatisfaction and
turnover will be increased. With the help of this employee's will also be able to give
better ideas and suggestions for increasing the overall development of the organisation.
For example by doing this Sous Chef will be satisfied working in ABC catering
organisation.
 Offer training- When the employees are not able to understand that what they are
expected to do it results in negative behaviour of them. ABC company is required to
provide effective training and development programme for the employees to provide
them better opportunities to the people which motivates them to work better in a
company and result in elimination of negative behaviour (Nickson, 2013). If the
management of organisation is successful in doing this than employee's will
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automatically feel motivated to give their best outcome. As their skills and knowledge
will be enhanced. For example if the management is successful in providing better
training to Sous Chef than chances of mismanagement in the work will be reduced. As
the individual will know how the work has to be done.
TASK 3
The specific legislation that company has to comply.
The ABC catering company is required to consider all the rules and laws which are made
for the hospitality sector. The laws are related with the protection for guest and employees and
rules consists employees safety and health , labour laws, alcohol licensing regulations, privacy
and contracts. This is important for entrepreneurs to know how to comply all the rules to ensure
the welfare of employees and ensure adequate services to guest. and follow all the state and
federal rules. All the rules affect the decision making process of ABC catering company. The
explanation of the impact of these law on company are as-
 Employee welfare act- under this act, there is complete norms regarding working style
and satisfaction of employees. It assist in reducing possibilities of betrayal with
workforce and provide them positive growth opportunities. The service provider is
required to fulfil all the labour laws which are provided in the employment attribute in
this industry. There are various type of workers exists in the company which result in
various challenges for the company. ABC catering is operating in Hospitality sector
where operations are performed 24 hours a day whole year so they are required to
comply all the rules related to wages for overtime work so that underpaying cannot
takes place (Nyheim and Connolly, 2011). For effective operations, company has to
maintain all the laws related to health and safety laws which protect employees at work.
There are various kinds of laws and legislation which are related with the welfare of
employee's. So it becomes the duty of ABC catering company to make plans and
strategies keeping these laws in mind. For example if Sous Chef is working overtime
than it becomes the duty of organisation to provide various kinds of benefits so that
individual is motivated.
 Food and Beverage act- This is the act which is contains information about type of
cuisine, food items, etc. which is relevant for knowing scope of ABC catering under
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which they have to work. If act makes some specific area under which ABC catering
works and provides specific food items.
 Data protection act- There are some personal information about consumers to ABC
catering business, so under this act managers are responsible for use it for authentic
purpose. This is important for providing feeling of safety and security to consumers.
 Legal compliance- Legal compliance are some rules and regulations which has to be
followed by hospitality organisation to perform operations under scope of association.
With the help of legal compliances, there is a specific way which has to be considered
for satisfaction of consumers, employees because this makes ABC catering company
work in authentic and relevant manner. These acts are applicable for all the countries in
which organisation is operating. Legal Compliances sets standards and benchmarks
under which ABC catering organisation is working providing satisfaction to
stakeholders.
The effect of company, employment and contract law which has a potential impact on the
decision-making.
There are several rules and regulations which are made for a particular region impacts
strongly on the decision-making process which are important for the effective operations. These
decision are affected by the laws related with employment, contract and company and on the
basis or applicability of these laws the operations of the company are affected and the decision
are taken. The explanation of these laws and their impact on ABC catering company are as-
 Company Law- The rules and code of conduct written in the company law has to be
followed by an existing or incorporated company. The ABC catering company has to
follow all the guidelines formed by the government under the Company Act as according
to this Act activities of company is required to be channelised and taking decisions on the
basis of the rules that are formed for the company which will protect the company from
involving it in any legal issue. Each guidelines mentioned in the Act has to be consider
by the company to perform their operations without any legal obligations (Yusupova and
Pozdeeva, 2018). For instance: There is provision of performing one AGM per year, so
ABC catering company are legally bind for it. They have to share their financial
information through audit report among stakeholders, so they are able to know about
performance of ABC catering business.
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 Employment law- This is the legislation formed by the government to protect the
interest of employees and it governs the relation of employees within an organisation.
This law includes all the rules formed in context of recruitment and retaining employees
in the company so the ABC catering company has to consider all the rules and
regulations made for the protection of employee interest before taking decision regarding
operations which are performed by the employees at workplace. The company has to
focus on safety measures installation in the company by at workplace which will protect
employees from any misfortune. This will also result in satisfaction among employee
which is beneficial for the company. For instance: there is specified that child below age
14 is not allowed to work. Hence managers of ABC catering business can not hire
children. In case, any child is working, then association is legally liable under this act.
 Contract Law- This law involves legal criteria which company has to follow while
operating in the Industry. This involves various parties which are involved in agreement
has to follow the rules so that there will be less disputes as this regulates the obligations
applied in contract. The rules and regulation of company law affect the decision making
process of the ABC catering company as if company do not follow the rules then it will
arise legal obligations on the company which will affect the efficiency of the company.
For instance; there is contract of ABC catering business with consumer regarding
providing catering services at specific time and date, then managers are legally bind for
it. In case of breach of contract, they can be legally sued.
TASK 4
Exploring the different functional areas within the hospitality sector.
The different functions are performed in the company to achieve the objective of the
company so that they can satisfy their customers which is not possible to achieve without
coordination. The better services can be only delivered when all the departments will work
together and this can only happen when there is proper interaction between these departments as
it is providing accommodations with the catering services. The explanation of the interrelations
between functional departments are as follows-
 Financial and marketing department- The interrelation between these function is
necessary for proper functioning of business as the activities of marketing department
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require fund for the operation which is arranged by finance department. The finance
department of ABC catering company estimate the fund requirement which will require
for the effective operation of the business and the budget are estimated for the activities
related to marketing which are required to be followed by marketing department and use
that fund affectively.
 Research & development and sales department- research and development
department is directly linked with sales department because when Research manager
provide specific information to sales after studying market trends, then sales manager
must have knowledge about new trends and products through which they can
communicate about it to consumers. Sales department have complete information about
what is offered by ABC catering through which consumers get correct information.
 Human Resource and Food & beverages department- The interrelation of these two
departments are necessary so that ABC catering company can provide better services to
their customers so the coordination between these two departments will result in proper
work performance. The catering company is totally based on their quality of food served
by them to their customers which require human bodies to perform the task. There are
some specific qualities that has to be possessed by that specific person. It is the duty of
the HR to recruit and select the candidates who possess that specific skills are required to
be selected then company will be able to provide expected services to customers.
Explaining different method of communication, coordination and monitoring in relation with
Hospitality sector.
These are the important factors of any business that want to survive in long run. These
major factors such as communication, controlling and monitoring is required to be managed and
coordinated properly and efficiently so that the effort and performance of employees will be
channelised in the right way. This is the following method that ABC catering company use in
these particular factors which are as follows-
Communication- This is the process through which employee of the company expresses
their ideas and opinions through various medium such as oral, written or sign language. This
involves exchange of important information of company through various methods. This plays an
important role in conducting the operations of the business. As the interrelation of employee or
employer and employee can only be possible through effective communication as it allows
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employee to be aware about the job they are expected to perform. It becomes the duty of
manager in ABC company to make best use of communication channels. As by using these each
and every activity will be completed in the systematic and coordinated manner. The following
are the medium through which employees communicate are as follows-
 E-mail- This is the online medium which is used by most of the company as a medium of
communicating official information. This is used by the ABC catering company to
express or communicate their rules and policies formed for the employees of the
company. This also help company in taking feedbacks of their employees so that their
problems can also be resolved. If this method is used in ABC Company than vital
information related to activities can be easily transferred from one person to another. As
with the help of this method chances of mismanagement will be reduced.
 Meetings- This is another way that is used by the most of the companies for
communicating their views and ideas. In this method, all the employees are called and a
discussion is held where each employee is free to express their ideas and all the important
decision are taken with considering the views of the employees.
From the above discussed ways of communication used in ABC catering by managers is
able achieve organisational objectives because when there is proper communication among
workers, they are aware about their roles and responsibilities. This makes successful completion
of project with maintaining quality of services offered by ABC catering.
Coordination- This refers to the process of managing the company through integrating
their efforts and using it an efficient manner. This activity which is allowing employees to work
as team result in increased motivation and their efficiency in the marketplace. The success of the
ABC catering company can only be achieved when the coordination in the working place is
proper and to maintain coordination there are the followings method which are as follows-
 Sound planning- The plans are required to be formulate to complete the specified
objective. The proper planning of the companies operation is necessary to remove any
confusion that arise because of insufficient planning. This helps every department to
work effectively and by teaming up with each other (Brealey and et. al., 2012). With the
help of sound planning management of ABC company will be able to achieve the goals
and objectives in the efficient manner.
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