Hotel Management Report: Staff Leadership and Rostering Strategies

This report examines the key aspects of managing and leading staff within a hotel environment, focusing on achieving organizational goals and maintaining success in a competitive market. The report uses a case study of a hotel undergoing renovations to explore leadership styles, communication methods, and the development of team commitment. It details the importance of role modeling, commitment to organizational goals, and various communication techniques. The report further covers work scheduling and rostering systems, including employment types, wage budgets, service standards, and skill mix. It emphasizes the consideration of social and cultural factors, delegation of tasks, staff motivation, and evaluation methods. The report concludes by highlighting the significance of transformational leadership, effective systems, and continuous improvement through the PDCA cycle. The student's analysis provides practical insights into hotel management practices.

Cluster Units
SITXHRM002 – Roster Staff
SITXHRM003 – Lead and Manage People
Project 1
Insert a picture or graphic
By : Your Name
STUDENT NAME DATE Page 1

Contents
Project Scenario.....................................................................................................................................3
Introduction...........................................................................................................................................4
Leadership styles...................................................................................................................................4
Role modelling & positivity..................................................................................................................4
Commitment to organisational goals.....................................................................................................4
Communication Methods......................................................................................................................5
Consultation..........................................................................................................................................5
Work Scheduling and Rosters................................................................................................................5
Employment types.............................................................................................................................5
Wage budgets....................................................................................................................................5
Service standards...............................................................................................................................6
Skill mix............................................................................................................................................6
Social and cultural considerations.....................................................................................................6
Delegation of tasks and Overcoming barriers........................................................................................6
Motivate and evaluate staff....................................................................................................................6
Record, Recognise and reward..............................................................................................................7
Mentoring, coaching and training..........................................................................................................7
Evaluate and improve the system..........................................................................................................7
Conclusion.............................................................................................................................................8
References.............................................................................................................................................8
STUDENT NAME DATE Page 2

Project Scenario
You are working as a manager in a hotel that has recently undergone some renovations. There have
been significant changes to the layout of the restaurant, bar and gaming areas resulting in the need for
changes to policies, procedures and the roster system.
How will you develop team commitment and cooperation towards these new processes?
Write a 1500- 1800 word report explaining how you intend to:
 Lead you team, your leadership style and how this will support the day to day functions
 model and encourage open and supportive communication
 Incorporate and show commitment to the organisational goals
 develop and communicate new plans and objectives
 Develop and communicate new rostering system including reference to:
o The award or enterprise agreement that will be used and its relevant provisions for
casual and full-time staff (leave, breaks, minimum/ maximum hours, pay rates etc).
o Other considerations you need to take into account (social and cultural).
o How you will meet wage budgets while maximising operational and customer service
efficiency.
o Areas where you would like multi-skilled staff.
o How you intend to consult with colleagues for input into their rosters.
o The roster system and equipment you will use to administer the rosters.
o How you will present and communicate the rosters.
o Recording and maintaining the roster records to evaluate effectiveness
o Identifying improvements
 communicate expectations to the team ensuring positive professional interactions
 encourage team involvement in developing new and innovative approaches to their work
 seek and share information from the wider business environment with the team
 seek feedback from team members and use it to make changes to policies and procedures
 identify and reward individual and team efforts/ contributions
 evaluate, monitor, coach, motivate and reward teams or individuals
STUDENT NAME DATE Page 3

Introduction
The report is related with managing and controlling people in a workplace as per the desired and
prepared format so that organisations goals can be attained and future success can be maintained in
tough competition. In this report, CAIRNS QLD hotel is which is a small size hotel that provide
number of food items as per customer requirements. The role discussed in this report is of
manager which deals at different level in Hotel to manage and lead people (Phillips, 2016).
Leadership styles
There are numerous styles of leadership but are mainly grouped as follows:
Authoritarian - Acumens who follow their own way of leading.
Paternalistic - Such leaders leads by working as a parent within an organization.
Democratic - A democratic leader try to indulge other workers with him/her.
Laissez-faire - These leaders leave most of the decision to their employees and only involve in the
decision making when predicament halts the progress.
Transactional – Transactional leaders tend to be averse in nature when it comes to decision making.
Transformational – Transformational leaders assist individuals on a personal level.
My natural leadership style is transformational. As a manager, I long that there should be the
development of every individual as a leader.
Role modelling & positivity
If manager simplify the definition of a role model then a role model is someone that stimulates others.
Being a good practitioner as a role model, a person can step up and transform leadership qualities in
others and also encourage them to set benchmarks for themselves
As mentioned in the last paragraph, role modelling without a doubt helps a team’s performance as it
encourages every employee to work with a vision.
Commitment to organisational goals
One of the key parts of being a role model is to act and do things in accordance with company or
organisational guidelines. To ensure team is going in the right direction as a manager, one would
explain how each person and each role is linked to the overall success of the business, how each of
their KPI’s ultimately links into the company strategic plan and enhance the operations.
As manger is a person who is looked upon as a role model in almost all firms, a manager would
formulate career opportunities, would be prompt to provide assistance and evaluation.
If a manger setups certain benchmarks or standards and they are within the vicinity of employees,
then they will be able to associate with company’s goals much better and thus able to focus on it.
STUDENT NAME DATE Page 4

Communication Methods
The success of any team is dependent on good communication and since there are various ways of
communication, a manger would be best comfortable with face to face communication with his
employees as there would be no hindrance of communication gap and also creating a platform where
direct feedback can be conveyed.
Consultation
When planning and devising the new processes it is important to consult with and gain approval from
senior management and other department heads to ensure that the manager and all others are on the
same page.
Being a manager, one has to be rational and also ensure that deadlines are met in order to ensure that
expectations are well communicated. The importance of consulting is quite simple as when a manager
would consult with the senior management and stakeholders then the manager would know that he has
to follow certain guidelines yet keeping his leadership qualities (Rees and French, 2016).
When it comes down for a manager to consult with the team members about the development of new
methods or policies then it ought to be done in such a way that there should be no communication gap
which would eventually help the team members and the manager achieving their respective goals.
Work Scheduling and Rosters
It is an important part of the Management role to ensure that the right staff are in the right place at the
right time in order to achieve customer satisfaction. To do this at the hotel we issue rotating rosters
on a fortnightly basis.
S.no Description Cost (month)
1 Waiter 20 GBP
2 Cook and Sheaf 30 GBP
3. Inventory manager 35 GBP
4 Housekeeping staff 40 GBP
Employment types
Employees in Australia are covered by either industrial awards or enterprise agreements that detail the
minimum standards of employment. These include maximum hours worked, leave entitlements, pay
rates and rosters. It is important when developing the roster that we take into account the type of
employee. A permanent employee can be either full time or part time on an agreed number of hours.
These employees must be paid for (so should work) their agreed hours each pay period. A casual
employee is paid more per hour but can be asked to work varying hours each pay period. This makes
for flexibility in the roster system.
Wage budgets
The rostering and work allocations ought to be done by the designated person and then approved by
the manager in such a manner that the employee gets a justified package according to his designation.
STUDENT NAME DATE Page 5

Service standards
In a hotel, a minimum standard and a desired standard would effect the staff which deals in providing
service like housekeeping staff like room boys, waiters, bell boys, front office executives ( basically
staff from lower level to moderate level designated employees )
Skill mix
As a manager, a person must have his basics clear in all the departments that hotel industry has ( if not
everything or deep knowledge ). The level of supervision shall be under an expert of that respective
department. Enhancement shall be the top most priority when it comes to current skills and should
grab the opportunities with both the hands (Cardol, Rijken and van Schrojenstein Lantman‐de Valk,
2012).
Social and cultural considerations
Consideration of various social and cultural events should be prioritize as they would ease up the
mental block of long working hours. If a religious holiday is a working day then there should be
surprise gift or special bonus ought to be granted for employees doing OT ( Over Time )
Delegation of tasks and Overcoming barriers
Manager would always delegate tasks to those employees who are quick learners and keen observers
of the daily tasks designated to them. Since it takes leadership qualities for handling a hotel, one
would take calculated risks, would assign more specific roles to the employees and would remind of
doing something out of the box thing when it comes to saying “ not my job “ attitude.
Motivate and evaluate staff
Small things like keeping the organization’s environment professional, setting up small short term
goals, keeping the transparency from lowest to highest designation are few things through which a
manger can motivate the staff in accomplishing goals (Fitzpatrick, 2015). With the new age
technology, a manager can help staff members in self monitoring.
STUDENT NAME DATE Page 6

Record, Recognise and reward
Keeping the records of pay and performance holds a major role in an organization. By keeping them
up to date, one can run things in a more simplified manner thus avoiding any hindrance in the
performance of an employee or an employee facing any issue in regards to the payment of salary.
As a manager one can put his employees name ( star of the month ) on a bulletin board as a
recognition for his excellence and a good reward can be some gifts or organize potluck.
Financial rewards - Bonus, welfare after retirement, tips, collaboration
Non financial rewards – recognition, promotion, ease in working hours.
Mentoring, coaching and training
As a manager one would address such issues with the authorities who are on more senior
designations. Coaching is revolves around ability and comprehension, mentoring is also about
comprehension but it is more relative to development of a human being or one can say transformation
whereas training focuses on enhancing potential ( could be of own or of others )
Evaluate and improve the system
As with any system or process, it will never stay the same. The external environment, technology
advances and staff changes will all have an impact on how well the system continues to fulfil the need
it was designed for. This is why it is important to continually review and improve the system using
the PDCA or Plan, Do, Check and Act cycle (Deming, 2018).
STUDENT NAME DATE Page 7

Conclusion
As per what my beliefs and principles say is that, one should be a transformational leader and shall
focus on the employees as a whole unit together yet keep working on the skills and capacity of every
individual separately. Good systems can take business to new heights and give an edge over other
competitors. There end numbers of softwares that have been proven useful in managing different
aspects of different departments.
STUDENT NAME DATE Page 8

References
https://ccb.elearninglogin.com – online unit content
Phillips, M., 2016. Reinventing communication: How to design, lead and manage high performing
projects. Routledge.
Rees, G. and French, R. eds., 2016. Leading, managing and developing people. Kogan Page
Publishers.
Cardol, M., Rijken, M. and van Schrojenstein Lantman‐de Valk, H., 2012. People with mild to
moderate intellectual disability talking about their diabetes and how they manage. Journal of
Intellectual Disability Research, 56(4), pp.351-360.
Deming, W.E., 2018. Out of the Crisis. MIT press.
Fitzpatrick, C., 2015. A Short Introduction to Helping Young People Manage Anxiety. Jessica Kingsley
Publishers.
STUDENT NAME DATE Page 9