Performance, Leadership and Conflict in Hospitality Industry

This report provides a comprehensive analysis of people management practices within the hospitality industry, using The Connaught Hotel as a case study. It begins by critically examining the systematic approach to performance management, exploring various methods such as comparative, behavioral, attribute, and results-based approaches. The report then delves into the stages of team development, applying Tuckman's theory to create high-performance teams. It covers the forming, storming, norming, performing, and adjourning phases. Furthermore, it demonstrates knowledge of 21st-century leadership within the hospitality sector, emphasizing adaptability, collaboration, and technological proficiency. The report also identifies causes of conflict and discusses conflict-management skills within the leadership development process. The report aims to provide insights into effective human resource management strategies for enhancing organizational success in the hospitality industry.

Managing and Developing
People in the Hospitality
Industry

Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
Critically analyse systematic approach to performance management process as a part of human
resource improvement within hospitality industry......................................................................1
Analyse stages of Team Development for creation of high-performance team within selected
hospitality company.....................................................................................................................2
Demonstrate knowledge as well as understanding regarding leadership in 21st century within
hospitality organisation................................................................................................................4
Identify causes of conflict, conflict-management skills & tactics within leadership
development process....................................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
In hospitality sector, the management of people of the firm is crucial in order to
accomplish the set aims and objectives of the venture in provided time frame. The key aim of the
hotel is to offer quality and effective services to its target audiences by managing workers in an
effective form. For the completion of this assessment, The Connaught Hotel is taken in
consideration (Rather and Hollebeek, 2019). This written assessment will discuss about the
process of performance management and different phases of team development that is crucial in
maximising performance level of team member within a hospitality sector organisation. Also,
there is knowledge about leadership in 21st century and reasons of conflicts, conflicts
management skills with team development process in hospitality industry.
MAIN BODY
Critically analyse systematic approach to performance management process as a part of human
resource improvement within hospitality industry
The systematic method of performance management process is a part of human resource
development in hospitality industry. Assessing performance of subordinate is analysed as a
backbone of administration of company. The owner of firm evaluates execution of employees by
determining their involvement or efforts in success, progress and development of company.
Along with this, performance appraisal refers evaluation of subordinate, offering valuable
response and generating optimistic impact on performance in upcoming time. Thus, there are
several approaches of assessing performance of workers, offering valuable feedback and creating
optimistic impact on execution in future period of time. Thus, there are diverse approaches of
assessing performance of subordinates accepted by management team of The Connaught Hotel is
defined as under:
Comparative approach- This approach considered the ranking system which is provided
to employees as per their performance in compare to others. The people has ranked as per to
highest to lower performer (Ariza-Montes and et. al., 2018). There are several kinds of tools and
techniques such as paired comparison, graphic rating scale is utilised for assessing execution
level of workers within hospitality industry.
Behavioural approach– It is analysed as oldest tool performance assessment which is
signifies series associated to vertical scale for different dimension of jobs. Thus, this method is
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utilised for ranking of workforce according to their performance during specific phase of time
frame. Therefore, the management team of The Connaught Hotel centres on utilising this method
for determining execution of workers within business venture.
Attribute approach- Within it, employees are rated as per the specific set of standard like
their problem solving skills, judgement, innovation, communication and others (Shapoval, 2019).
Along with this, they utilise graphic rating scale in context of rating subordinate on the base of
scale 1 to 5 during specific phase of time frame.
Result approach- This method is used for evaluating execution of workers on the basis of
their work. The administration team of The Connaught Hotel centres on utilising this particular
approach where employees are judge as per to their execution. This sort of method is basically
depending on the balance score card tools.
Quality approach- This approach emphasizes on maximising satisfaction level of user by
minimising error in attaining constant development in services that is offered to its workers
during specific phase of time frame. Along with this, the worker takes constant feedback of
individual as well as professional trait of subordinate from administrator, peers to resolve diverse
sort of complexities during specific period of time frame.
Analyse stages of Team Development for creation of high-performance team within selected
hospitality company.
Team is analysed as an unit or group of people who are performed together in orderto
accomplish shared goal as well as objective in pre-determine time frame. It supports in
developing or improving effectiveness and productivity of the business enterprise. Regarding
The Connaught Hotel, the administration team coordinates team member for completing task in
an effective form. Thus, they accept concept of team development for improving confidence
level of member of team during specific time period. Herein, the administration unit of selected
hotel can consider Tuckman theory of team development in order to developing performance
scale of team within the firm. The brief explanation of this concept is as under:
Tuckman team development Theory was developed by Bruce Tuckman in 1965. This
conception is analysed as a model which is accepted for administrating team through which
people is expertise in specific area (Lemaire and Limbourg, 2019). With the use of this model,
the management of respective venture can build an effective team which support in achieving the
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set objectives of the business enterprise. There is several level of development of team which are
defined as under:
Forming- It is analysed as primary phase of this model which is utilised in developing
team or group. There are different task or work allot to team people for executing work in
effective manner, Along with this, team members executes and they belong from different
culture or backgrounds (Gerdt, Wagnerand Schewe, 2019). Basically, within this phase, the
management of the company identify skilled and knowledge people to form a team in order to
perform a specific task or accomplish its set objective. In order to formulate effective team, the
manager of respective hotel selects people as per their past performance, talented and working
ability. Therefore, the basic purpose s to perform their assigned work, task or project in given
time frame.
Storming- This is the second stage of group development and within this phase disputes
and competition are at its highest as now team members have an understanding of the work and a
basic feeling of belongingness regarding the team as well as the team people. It is the phase
where the controlling team individuals emerge, when the less confrontational members remain in
their comfort zone. Questions around leadership, authority, rules, polices, norms, responsibilities,
structure, assessment criteria and reward systems tend to arise during the storming phase. Such
questions require being response so that team can move further on to the next phase.
Norming- In this phase, the team becomes fun and enjoyable, Team interaction are lot
more easier, more cooperative and productive with weighed give and take, open communication,
bonding and mutual respect. If there is any dispute and disruption, then it is comparatively easy
to be resolved and the team gets back on track. Team leadership is most crucial, but the
facilitator can step back a little ad let team members take the initiative and move forward
together. In The Connaught Hotel, within this phase, the people execute their work which is
totally based on the values for finishing their task in an effective form. Therefore, it is crucial for
administration unit to evaluate execution level of subordinate during specific time frame.
Performing- It is next phase when once a team is clear about its needs, it can move
forward to the third stage of team development, the norming phase. This is the time where the
team becomes really united (Alonso-Almeida and et. al., 2018). Within this stage, the morale is
high as team members actively understand the talents, skills and knowledge which each person
brings to the team. A sense of belongingness is established and the team stays concentrated on
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the team’s purpose and aim. Within this phase, team members are flexible, interdependent and
trust each other. Leadership is distributive and members are willing to accept as per to the
demands o the team. Under it, the administrator of The Connaught Hotel assesses knowledge of
employees according to their performance within the establishment.
Adjourning- This is the last phase of this team development concept which can be
confusing and is basically reached when the task is successfully completed (Ndou, Mele and Del
Vecchio, 2019). At this level, the project is coming to an end the team people are moving of in
different direction. Basically, after completion the task and accomplishment of the set objectives,
the manager dismisses the team and people focus on their other duties. This phase looks at the
team the perspective of the well being of the group instead of the perspective of managing a team
by the original four stages of team development.
Team management is a significant aspect which supports seniors to measure performance
level of employees and also encourage them to do better in their assigned work or task. It is
crucial to resolve several kinds of complexities which are arising among members during
specific time period.
Demonstrate knowledge as well as understanding regarding leadership in 21st century within
hospitality organisation.
21st century has been classified by regular change as well as disruption. Furthermore,
during specific period world have reached milestone that ever accomplished in past time, which
has effective impacted the people execute as well as live (. Rather and Hollebeek, 2019). Along
with this, the technological innovations, Smartphone invention, digital emergence as a platform
as well as social media ads are of innovative components that has been take place into less time
frame.
Leadership is taken into consideration as an individual’s as well as accumulative responds
for converting the arena for betterment. Moreover, the practices in addition to understanding of
leadership attentive to specific global is needed in presently a great deal unbiased global,
complete of various complexity, enhancing modification and unseen as well as unprecedented
activities. In addition this, 21st century management is an opinion of leadership aimed for
responding to revolutionary demanding situations as well as possibilities for present world. Apart
from the attitudes, patterns and attitudes of men and women, the leadership of 21st century
undertakes leadership as factor of social network. Additionally, no longer solely the area of that
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“in price”, leadership is something where all participates. Also, at the same time as
complementing administrative in addition to their functions, it is a exclusive measurement of
firm’s existence and their development needed its personal awareness.
Hospitality is under everyday revolution as well as opposition for each clients and in a
position staff is excessive. At similar time, due to burgeoning improvement of hotel
manufacturers as well as chains of control vying with one others for appealing and reap diverse
commercial enterprise section has formed clients the king into forming business. So, due to ever
converting clients, market, personnel and owners dreams consistent adoption in addition to
quickest response from hospitality leaders (Leadership competencies for Hospitality Manager in
21st Century, 2020). Therefore, the 21st century management in hospitality business together
with The Connaught Hotel need to be participative as well as collaborative into its leadership
fashion. However, as they must formulate hard decisions, remedy complicated issues, develop
personnel consequences and dive lodge inside its management into effective direction. In
addition to this, the contemporary hospitality enterprise dynamics also oblige their leaders to has
prolonged reports in adapting in addition to enhancing new era initiative mainly net
improvement sites as well as e-trade potential. Along with this, the stronger qualification into
training & development as well as leadership with effective accountabilities for leaders. Rather
than, intensive understandings of consumer service, clients loyalty and retention to place the
respective lodge for more potent development and income. Its capability to profitable manages
higher charged, short paced and personnel in depth practices.
Thus within hospitality business such as The Connaught Hotel, 21st century leadership is
assumed to be multidimensional as well as integrative perspective of leadership that based on
relationships. By shared intent and ambition, leadership bring forward creation and unique form
of being, understandings and executing while changing consumer’s insights (Ariza-Montes and
et. al., 2018). Leadership of 21st century is acquired regarding being collaborative, inclusive and
of service to individual.
Identify causes of conflict, conflict-management skills & tactics within leadership development
process.
Conflicts are a nation of discord this is triggered thru specific or perceived competition of
necessities, hobbies and values among people which performs together. Conflict management
with a notion that disputes can be powerful for team. So, for useful disputes management, there
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is a demand to develop appropriate surroundings which empower individuals for thinking in the
beginning in addition to motivates them for placing forth its perception without worry.
Leadership improvement is considered as the approaches that aids in increasing the competencies
of individual for acting management roles into Hospitality Company (Shapoval, 2019).
Moreover, It additionally define because the not unusual strategies into succession planning that
motive to increase better calibre leaders for taking over superior positions whilst there would be
any emptiness. Therefore, there are various battle motive into the leadership improvement
technique of The Connaught Hotel. Some of them are discussed beneath:
Poor communication: It is undertaken as the one of the key cause of issues within leadership
development process as during leaders can develop only if it understands their team and also
make them understand. Here, poor communication increases issues and problems. Furthermore,
it may outcomes in differences into style of communication or fails to interact with others.
Regarding The Connaught Hotel, if their leaders fail to communicate with their employees so
there may be options of developing inappropriate assumption. It would results in forming issues
between themselves.
Misunderstandings: It is also included as common cause of issues because the leaders are to
direct the group within the business enterprise (Lemaire and Limbourg, 2019). In addition to this,
the particular people have to know about all the policies and practices which are important for
company. So, as business often has several norms and rules.
CONCLUSION
From the above defined content it has been assessed that it is significant to manage the
individual for attaining goal in pre-determined period of time frame. The main motive and
purpose of hotel is to offer effective and quality services to consumers by managing employees
in an effective form. Along with this, the process of performance management is defined with
the consideration of different methods of performance management. Additionally, there are
different steps of team development are mentioned which is crucial in order to develop
performance level of teammates. In addition to this, there is also information about leadership in
21 century, conflicts, conflicts management skills or tactics in team development process within
a hospitality sector organisation
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REFERENCES
Books & Journals
Rather, R.A. and Hollebeek, L.D., 2019. Exploring and validating social identification and social
exchange-based drivers of hospitality customer loyalty. International Journal of Contemporary
Hospitality Management.
Ariza-Montes, A. and et. al., 2018. Work environment and well-being of different occupational
groups in hospitality: Job Demand–Control–Support model. International Journal of Hospitality
Management, 73, pp.1-11.
Shapoval, V., 2019. Organizational injustice and emotional labor of hotel front-line
employees. International Journal of Hospitality Management, 78, pp.112-121.
Lemaire, A. and Limbourg, S., 2019. How can food loss and waste management achieve
sustainable development goals?. Journal of cleaner production, 234, pp.1221-1234.
Gerdt, S.O., Wagner, E. and Schewe, G., 2019. The relationship between sustainability and
customer satisfaction in hospitality: An explorative investigation using eWOM as a data
source. Tourism Management, 74, pp.155-172.
Alonso-Almeida, M.D.M. and et. al., 2018. Sustainability in small tourist businesses: the link
between initiatives and performance. Current Issues in Tourism, 21(1), pp.1-20.
Ndou, V., Mele, G. and Del Vecchio, P., 2019. Entrepreneurship education in tourism: An
investigation among European Universities. Journal of Hospitality, Leisure, Sport & Tourism
Education, 25, p.100175.
Online
Five Stage Model of Group Development. 2021. [Online]. Available Through: <
https://www.tutorialspoint.com/individual_and_group_behavior/five_stage_model_group_develo
pment.htm>.
Leadership competencies for Hospitality Manager in 21st Century. 2020. [Online]. Available
through:< https://www.hospitalitynet.org/opinion/4026520.html>.
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