Hyatt Regency: Coaching and Mentoring Implementation Strategies

This report provides an executive briefing on coaching and mentoring within the hotel industry, focusing on Hyatt Regency Dushanbe, Tajikistan. It defines coaching and mentoring, highlighting their similarities, differences, purposes, and benefits for stakeholders. The report identifies three types of coaching (performance, skills, and personal) and mentoring (induction, peer, and developmental), evaluating the role of line managers in these processes. It also outlines five key factors to consider when implementing coaching and mentoring programs, including employee involvement, strategic approaches, and supportive behavior. The report concludes with recommendations for improving coaching and mentoring effectiveness, such as identifying organizational objectives and future development needs, emphasizing the importance of learning and development interventions to enhance organizational competence and employee satisfaction.

Running head: IMPLEMENTING COACHING AND MENTORING
Implementing Coaching and Mentoring
Name of the Student:
Name of the University:

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Table of Contents
Executive Briefing of coaching and mentoring in hotel industry....................................................2
1.1 Explanation of terms coaching and mentoring......................................................................2
1.2 Similarities and differences, purposes and key benefits for various stakeholders................3
2.1 Three different types of coaching and mentoring..................................................................4
2.2 Evaluation of role of line managers in coaching and mentoring...........................................6
3.1 Five factors need to consider when implementing coaching and mentoring.........................7
Set of recommendations and support proposal................................................................................8
3.2 Set of recommendations based on assessment.......................................................................8
3.3 Summary for further development of coaching and mentoring and witness testimony......11
References......................................................................................................................................14

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Executive Briefing of coaching and mentoring in hotel industry
1.1 Explanation of terms coaching and mentoring
The selected industry for this report is hotel industry. The organization is Hyatt Regency
Dushanbe, Tajikistan. In this organization, coaching and mentoring programme is not
implemented properly which can meet with current as well as change in business needs (Parsloe
and Leedham 2016). There are no qualified coaches as well as mentors within the hotel and line
managers are not performing their role. Coaching and mentoring is a key significant process for
employee development for management and staff levels. The main purpose of coaching and
mentoring is to inspire the specialized for bringing out top of their abilities. Pousa, Mathieu and
Trepanier (2017) stated that coaching is a process to enable individual learning as well as
development so that it can enhance employee’s performance along with skills. Garvey et al.
(2017) termed that mentoring is a process to improve individual knowledge, efficiency of work
as well as path of thinking.
Both coaching and mentoring are principles of the hotel industry where the customer
service is a key. Coaching helps to teach the staff members customer service skills and it
increases quality of the team collaboration. The main reason behind coaching and mentoring
staff members is to generate chances for building innovative skills in addition to talents. It helps
to continue track of plan progress along with identify the challenges on the project (David 2016).
The concepts set up the individuals for outlook career growth as well as support which guide the
employee towards apparent career path. The line manager of Hyatt Regency provides coaching
and mentoring to the employees to ease working ideas of team for benefiting the tasks and
projects being worked (Manzi et al. 2017). Therefore, the employees as well as team members

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will regain motivation to provide best on the work so that they can deliver best quality services
to the customers with high level of customer satisfaction.
1.2 Similarities, comparison, purpose and key benefits for stakeholders
Similarities of coaching and mentoring
Both coaching and mentoring activities are based on assumptions on basic values along
with beliefs that the humans have capability to make changes. Both of them are essential
conversation method where learning is taken place throughout asking questions rather than
giving replies (Zan and Donegan-Ritter 2014).
Comparison of coaching and mentoring
1. Coaching is distinct as support provided by means of the manager to the organizational
employees for making progress in the business presentation. Mentoring is defined as an
activity where the person can guide less experienced person (Desimone and Pak 2017).
2. Coaching is job leaning whereas mentoring is association driven.
3. Coaching is performed for small period of time while mentoring is lasted for longer
period.
4. Changing is well intended as well as prepared though the mentoring is casual one
(Lancer, Clutterbuck and Megginson 2016).
5. Coaching aims to improve performance of the employee while mentoring focuses on
career as well as employee development in the organization.

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Purpose and key benefits for different stakeholders
Coaching and mentoring provide benefits to the stakeholders as it produces effective and
productive way to connect and learn them. The purpose of two concepts is adapting a better
business environment and workplace culture. It benefits the stakeholders by providing customer
retention where it encourages loyalty to the company (Pousa, C., Mathieu, A. and Trépanier
2017). It helps the stakeholders experience comfortable with administration and encourages open
communication lead in positive working experiences. It allows the business organization to
accumulate money which would have or else spend on frequent staffing furthermore training of
substitution of the employees. Coaching and mentoring helps support an employee along with
the career path resulted in meeting employee and organization’s expectations (Landsberg 2015).
It allows the stakeholders to solve problems within confidential relations.
2.1 Three different types of coaching and mentoring
Following are the types of coaching and mentoring which are implemented in the hotel
industry to provide a better customer services such as:
Types of coaching:
Performance coaching: It is common type of coaching program which is implemented in
Hyatt Regency workplace setting. The individual’s performance rectifies the issues, and
coaching puts emphasis on enhancement and identification of person’s strengths in various areas
to create effective performance (Jones, Woods and Guillaume 2016).
Skills coaching: This type of coaching develops potential and abilities of person which is
useful for role of the individual within the organization. The common set up of coaching is one-

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to-one training which address person’s knowledge and their core experiences in working with
hotel industry (Eastcott 2016).
Personal coaching: Objective of personal coaching is to create changes in person’s life.
It is focused on different approaches from viewpoint of the individual (Peiser et al. 2018).
Types of mentoring:
Induction mentoring: A mentor is allocated as new member of the team who assist the
employees to orientate towards departmental procedures as well as organizational policies
(Sharplin, Stahl and Kehrwald 2016). It acts as neutral confidante for concerns and issues that
have set down and help to work out the strategies for project success.
Peer mentoring: In the hotel industry, the employees can examine mentor each other in
areas like teaching inspection with project management and providing broad support. Peer
mentoring is about improvement, supportive as well as development for each employee
(Cochrane and Newton 2017). Peer mentor holds each other responsible for action plans and
assist other to accomplish organizational goals.
Developmental mentoring: Mentoring requires evolve in line with increasing
responsibility. It provides the individuals by means of role models and provides information
related to career as well as training opportunities (McQuade, Davis and Nash 2015). It widens
network support and provides motivation to the employees.

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2.2 Evaluation of role of line managers in coaching and mentoring
The line managers are expected to play a key function in encouraging as well as
facilitating development of the project staffs. The line managers are equated performance
coaching towards performance management and mentoring. The manager plays a key role in
operation of the hotel business. They are accountable to manage the employees and resources to
achieve the functional and organizational goals. Supervision of the coaching practices is
effective way to reduce risks inherent in using the line managers as coaches (Kim, Im and
Hwang 2015). They can empower as well as hand over to the employees. The line managers are
responsible for one or more groups and have at least one of the employees straight reporting to
them. Therefore, they are playing a key role to encourage as well as facilitate development of the
staffs. Development role of line manager encourages discretionary behavior along with enables
the employees to develop their skills along with human behaviors require to achieve
organizational objectives.
The line manager should implement of proper mentoring program in Hyatt Regency so
that the hotel cannot loss production time while the employees are not doing their work properly.
The mentoring program helps to increase production in addition to bottom line of the
organization. It is role of manager as a coach and mentor to help the employees expand their
abilities and improve own performance (Neupane 2015). The line manager can create climate as
well as develop skills required for efficient coaching. Hyatt Regency has provided number of
coaching as well as mentoring programmes for their employees so that they can provide quality
services to their customers. It allows people by assisting a self directed learning along with
personal growth furthermore performance in the hotel industry (Sharples and Marcon-Clarke
2017). The line manager arranges for buddy that helps the employees to guide and advise for

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fresh task and help to work alongside of staff member to handle organizational work and meet
with clients.
3.1 Five factors need to consider when implementing coaching and mentoring
Bratton and Watson (2018) discussed that it is required to systematize training for the
mentor in addition to coaches such that they can expand skills in addition to knowledge to
perform mentoring as well as coaching programmes. Following are five factors which are
required to be considered at the moment of implementation of coaching as well as mentoring
such as:
Involvement of the employees: This factor is the process for implementation of
mentoring as well as coaching. It leads to higher impact on outcomes of business processes as
the human resources and employees are not involved in any organizational changes and program
(Uen et al. 2018). The hotel is required to involve each employee in change processes and
program such that the organization can achieve employee engagement objectives.
Planned strategic approaches: In order to implement coaching and mentoring, the
organization is required to plan for available resources, knowledge and methods required
implementing program (Ozduran and Tanova 2017). Planned strategic approaches help to
maximize chances of program for accomplishment of project success.
Raising awareness: The line manager should raise awareness regarding coaching and
mentoring program by making the employees aware of needs behind organizational changes, and
communicating benefits connected with change program as well as consequences connected with
breakdown of accomplishment program.

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Supportive behavior: Supportive hand from superior authority to manager is main factor
for execution of program. The management will recognize employee’s doubt associated to the
plan, and then they will gain constructive replies as of employee’s side (Eastcott 2016).
Set of recommendations and support proposal
3.2 Set of recommendations based on assessment
Coaching and mentoring provides benefits in addition to constructive impacts on the
stakeholders in addition to employees. However, there are recommendations which assist
coaching as well as mentoring to provide higher impact on organization and employees such as:
Identification of organizational objectives: It is required to identify objectives and aim
of hotel industry. The main aim of hotel industry is to provide better customer services and
quality products to achieve high level of customer satisfaction. The business drivers are aimed
for organizational growth along with future sustainability (Peiser et al. 2018). In order to analyze
the internal and external business organization of Hyatt Regency, they can perform stakeholder
analysis, PESTLE, SWOT analysis, scenario planning and skills audit.
Determination of future development: Hyatt Regency is required to identify future
development requirements of their organization based on attitudes, knowledge as well as skills.
Those factors are required to enhance competence of the organization to face forthcoming issues
in the market. The management should hire of new individuals those have knowledge to handle
hotel operations (Cochrane and Newton 2017). The organization should focus on developing soft
skills for hotel leaders, application model into the human resources and application model for
each employee in training for future industry achievement.

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Check learning and development interventions: The hotel organization will require
undertaking complete evaluation as well as checking for learning and development interventions
of their industry. It is required to carry out for finding out extent to which the business
organization is addressed expansion as well as development needs. By utilization of evaluation
tools, the organization performs a complete assessment to carry out in addition to appreciate
expectations of the organization (Kim, Im and Hwang 2015). ROI aids to raise awareness related
to coaching and mentoring programme where they are able to match learning and development
interventions and posses a raised impact.
Stakeholder analysis: It is analyzed that both mentoring as well as coaching add value to
business operations of hotel industry to carry out their functions. Hyatt Regency is needed to
undertake completed analysis of their stakeholders to identify resistors and supporters towards
organizational changes. A cultural analysis is performed by evaluating a survey from the
employees. The surveys help the employee to engage and include approaches that influence
voices of employees in open discussion (Sharplin, Stahl and Kehrwald 2016). It will help the
organization to analyze whether it is correct time to apply mentoring as well as coaching in the
business or not.
Recruitment of employee: It is required to have identical selection criterion that provides
transparency in addition to fairness in relative with the challenges that on what source the
persons are chosen plus not chosen for particular positions. Possible recommended set of
selection criteria are key skills as well as knowledge that the individuals required to take part in
mentoring and coaching contracts. The skills should be related to listening, learning to client’s
experiences, balance, questioning, challenging to encourage personal development in addition to
effectiveness (McQuade, Davis and Nash 2015). They should development of abilities in

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addition to competencies to make development in individual’s future career. The quality of life
of employees is improved to increase productivity and satisfaction level of their job.
Communication techniques: Once employee engagement as well as coaching awareness
is raised by consultation along with communication, and then the organization is required to
incorporate learning and development approaches in lace. It will enhance motivation as well as
development of mentors, and coaches. At this particular stage, it is required to devise key metrics
in collaboration with the main stakeholders (Neupane 2015). This will provide an importance in
excess of main business drivers’ present extra business value. By using various types of
communication techniques, feedback of stakeholders is taken so that there is multi-directional in
addition to two-way feedback.
Implementation of support mechanism: The organization helps the coaches and
mentors by implementing sustain methods such that it can seek normal basis feedback as well as
support. Each mentee or coaches have their own mentor or coach such that they can argue the
problems plus challenges with them (Ozduran and Tanova 2017). Possible interventions like
questioning, action learning sets are contributed to develop coaching as well as mentoring in
business operations of Hyatt Regency. There should be continuous evaluation such that the
impacts are identified over return of expectations, investments in addition to organizational
performance.
Coaching and mentoring tools: Possible tools are used to implement coaching as well as
mentoring like GROW model and SMART technique. GROW model must used in the
organization as a framework to arrange coaching and mentoring sessions with the staffs. This
model helps to assume that the coach is not an authority in client’s conditions. The coach must

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act as facilitator; help the user to choice best options (Mooney, Harris and Ryan 2015). The
manager should require looking at employee’s behavior that they want to change and structure
changes as goal to achieve it. The goal should be SMART to solve problem and reach those
goals without considering starting point (Mone and London 2018). This model is particularly
used by the executive coaches. The line managers should use this model as it helps the workers
to get better performance, resolve the problems, plus create better decisions furthermore learn
innovtive skills to attain career goals (Garvey et al. 2017). Step in the grow model is to gain
awareness of current situation of employee with business context.
All those recommendations are taken place in the hotel organization to achieve positive
outcomes. Those can add significance values towards improvement of the individuals,
organizational outputs, satisfaction level of customer in addition to individual development
(Sharplin, Stahl and Kehrwald 2016). Those recommendations help the organization to develop
their internal business operations by increasing business efficiency, taking ideas and thoughts of
professionals. In the process to manage and design mentoring as well as coaching, learning and
development professionals, line managers are playing a very important strategic role to achieve
goals and implementation success.
3.3 Summary for further development of coaching and mentoring and witness
testimony
Both the mentors as well as coaches are possessing needs for development and
implementation of coaching and mentoring program in Hyatt Regency. This program can take
use of ideas as well as thoughts for the professionals to develop techniques, skills and own
behaviors. The line managers are playing vital role to implement the program to deliver better
customer services. Initial stage of mentoring and coaching program is selecting coach as well as

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mentor suitable for their competence. The individuals as well as organizations are required to
adapt environmental changes plus developed in such a method that they are able to look for
challenges of transformations. The ways develop to face challenges are continuous supervision,
open discussion to share solutions to issues and ideas adopted of reflective practices. Those are
implemented in the organization to support mechanism associated with required results of
mentoring as well as coaching interventions and aims of that organization.
An open forum is provided by the sustain mechanism to mentors as well as coaches such
that they are in effective discussion of issues and practices related to mentoring and coaching. It
will rise insights regarded sharing of viewpoints related to organizational contact and mentoring
and coaching within business framework. Mentoring as well as coaching supervision has
importance on formal expert support which can incorporate to boost efficiency of practices by
means of reflective practice and professional development of both mentors along with coaches.
The support is provided within the groups or face-to-face meeting. Learning as well as
development interventions are supported and helped in developing behaviors, knowledge, skills
and attitudes those can facilitate the individuals to experiment, reflect and offer quality
assurance. Both mentors as well as coaches can raise and improve their behaviors, knowledge,
skills and attitudes over the time period by use of different methods like real life experiences,
training, and research along with social interactions. Enhancement over the behaviors,
knowledge, skills and attitudes will meet with individual’s needs, grounded on chosen learning
styles and methods of learning, and accessibility of resources. Coaching and mentoring is
developed in the organization for achieving better performance. Mentoring is focused on long
term development and progress within the organization.

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The coaching and training program encourages the client to make improvement over
competencies and develop developmental alliances where it is required to achieve organizational
goals. There is proper management of relations among employee and managers to ensure that the
clients can get proper level of hotel services and program. Creativity tools and techniques are
adopted in the organization like one-to-one training, counseling and networking. Those can
support the client to set goals and methods for assessment of progress in relation to
organizational goals. It can also facilitate exploration of requirements, motivations and skills to
assist the individuals involved with the hotel operations. The management of Hyatt Regency
requires understanding reasons and provides effective solutions so that the employees can engage
in coaching and training program without any issues.

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