Hospitality Industry: Managing and Developing People - Assessment 2

This report delves into the crucial aspects of managing and developing people within the hospitality industry, using the Park Plaza Westminster Bridge hotel as a case study. It begins by outlining a systemic approach to performance management, detailing key processes such as goal setting, planning, taking action, assessing performance, and providing rewards. The report then examines the stages of team development, as defined by Bruce Tuckman, including forming, storming, norming, performing, and adjourning, and how these stages are applied to enhance team performance. Furthermore, it explores the nuances of leadership in the 21st century, emphasizing the importance of emotional intelligence, adaptive communication, and conflict management strategies. The analysis extends to the causes of conflict within hospitality settings, alongside conflict management skills and strategies to mitigate these challenges, contributing to a comprehensive understanding of effective people management practices.

Managing and
Developing People in
the Hospitality
Industry
(Assessment 2)

Table of Contents
Introduction .....................................................................................................................................3
Main body .......................................................................................................................................3
Systemic approach to performance management process ..........................................................3
Stages of Team development .....................................................................................................5
Understanding about leadership in 21st century ........................................................................6
Analysis the Causes of conflict, conflict managements skills and strategies..............................7
Conclusion ......................................................................................................................................9
References .....................................................................................................................................10
Books and journals ...................................................................................................................10

Introduction
Staffing is the process of developing all the policies, practices and procedures which are
used to develop the efficiency, knowledge and skills and competencies of staff members to
improve effectiveness and efficiency of an individual (Allameh, 2018). Training is the process of
providing knowledge and skills to the employees related to the work they re performing in a
business organisation. This report consist of a hotel called Park Plaza Westminster Bridge hotel
which is situated in London. It is one of the biggest hotel of UK. This report covers performance
management process and stages of Team development for creating of high performance team.
Then it covers understanding about leadership in 21st century. Then it consist of causes of
conflicts, conflicts management skills and strategies.
Main body
Systemic approach to performance management process
Performance management is the process which starts with having a clear definition of
winning. It is the process by which human resource manager analyse the performance of
individual through some methods and approaches. It is a process which is collaborative,
communication based process where employees and manager work together to achieve
organisational goals and objectives. In Park plaza Westminster Bridge hotel, there mangers are
conducting performance management programmes which helps the employees in recognising
their efficiencies. They are using certain performance management process approaches which
helps them in developing employees productivity and efficiency. There are certain approaches
of performance management process. These are:
 Establish gaols: It defines winning. As managers and leaders should have to decide first
organisational and team goals which they have to be achieved. Mangers should have to
do planning and make strategic plan for organisational gaols and objectives. They needs
to clarify outputs and gaols in front of employees and team members (Aquilani and et.al.,
2017). They should have to decide in advance the time frame and team roles and
activities which they to perform in the business environment or in order to complete the
task.
 Developing a plan: After mangers have done planning, then they should develop a plan
in which employees are being involved for creating innovation and making decisions.

Managers and leaders should have to develop short- term and long term plan which
develop needs of employees. In context of Park plaza Westminster Bridge hotel, there
manager involves various ideas and involves employees in their decision making process.
This will help employees in being motivated. Managers of hotel figure out how and when
development could be occur and give priority according to their business needs. Then
they create a plan to achieve learning and growth that is required and desired.
 Taking action: Then approach which is used in performance management process is
taking action. Managers should have to be become great at providing feedbacks. In this
approach, manager of the hotel provide ongoing and frequent direction to the employees
while they apply their energy and focus towards the accomplishments of gaols and
objectives (Barata, Da Cunha and Stal, 2018). This helps employees in being motivated
and directed by mangers and leaders. This will help company and employees in
increasing their productivity and achieving organisational gaols.
 Accessing performance: In this evaluation of progress and providing ongoing feedbacks
to the employees. In this approach of performance management process, the mangers
evaluate the progress of employees and analysed their performance. After they have
analysed, they give feedbacks to the employees which had done better in the 0rnaisatipn.
This will helps managers and owners at the time of rewards and recognisation
programmes. Mangers decide which of the employee should be rewarded and which not
on the basis of performance management programmes. There are certain performance
appraisal programmes which have been used by hotels are Management by objectives
(MBO), 360 degree feedbacks, Behaviourally anchored rating scale (BARS) and
Psychological appraisals etc. these appraisal methods helps the hotels and managers in
analysing employees performance and providing them rewards on the basis of their
ratings.
 Providing rewards : Then another approach is providing rewards and recognisation.
Managers of the hotel create organisational programmes or rewards system hat
acknowledge and recognise the performance of employees (Bharwani, and Talib, 2017).
Manager and leaders create performance appraisal programmes which helps them to
know which of the employee is performing better and which not. So, at the time of
rewards and recognisation programmes, they provide appreciation to those employees

who are working so that they get motivated and also by this others will also get
motivated. However, on the other hand, acknowledge poor performance will
consequences or disciplinary actions.
So, these are the approaches of performance management process used in Park plaza
Westminster Bridge hotel, to analyse and evaluate the performance of employees so that they get
motivated and their could be development in their productivity and efficiency of employees and
organisation both.
Stages of Team development
Team development is the process of learning to work together effectively (Bouranta,
Psomas, and Pantouvakis, 2017). It is said that there are creation stages of team development that
are being sued by Park plaza hotel in their business environment to enhance high performance of
employees. This stage has been identified by Bruce Truckman. These stages first started from
forming, storming, norming, performing and ends with adjourning. Let discuss abut these stages
in detail:
Forming stage: this is first stage which is used by hotel to involve a period of
orientation. In this stage uncertainty is so much high and employees are looking for authority and
leadership. A person which gets authority will get control over other people. In this most of the
interactions are social because members get to know each other in this stage.
Storming stage: Another stage which comes after forming is the most difficult stage
because it is a period which can marked by conflicts or disputes can be occur. There is a lot
competition because in this individual performance has emerge. In this stage team performance
tends to decline because energy is putting into the unproductive activities. Members if a team
may get disagree about the gaols and subgroups may form other groups and may be disagree
about the statements. To get in this stage members should have to work overcome obstacles and
to work through conflicting ideas on team goals (Cavanagh, and et.al., 2017). Team can be
bogged down in this level. Future failure can result on conflicts and becomes long term
problems.
Norming stage: This is the third stage where conflicts are resolved and there are some
occurrences of unity in team members. In this stage, it is developing that who is the leader and
who are the members performing role of leaders. In this interpersonal conflict turns to be solved
and some sense of unity emerges. In this performance of team increase and members tends to

cooperate with each other and works towards the gaols of organisation. However, harmony is
dangerous and disagreements can re- emerge and becomes storming stage again.
Performing stage: In this stage cooperation and consequences shave establishes and
team becomes mature and well functioned. There is a clear structure of gaols and team have their
mission and vision. Conflicts and problems can be emerged but there is a there can be allocated
with usefully (Cheng, and Yi, 2018). In this stage team focused on their mission and problem
solving skills. In the context of Park plaza hotel, the mangers and the leaders work effectively at
this stage and they focused on problem solving of the team members.
Adjourning stage: This is the last stage in which most of the team gaols have been
achieved. Also, if they have not achieved then they are just on the line of achievement. As in this
workload comes a lean so the individuals may be reassigned to other teams and the team
separates. There is a regret that team is separating and individuals are reassigning to other teams.
If a team is standing committing then members have been replaced by new members and the
team go back to the stage of forming.
As in context of hotel, they are using these stages to develop their team spirit and gaining
high performance. This will help them in accomplishing their gaols and objectives.
Understanding about leadership in 21st century
21ST century is characterised as changing constantly and disruption. I this century, world
has achieved a milestone which they have never achieved before in their history. there is certain
technological innovation an innovation of mobiles and advert of social media etc. all these have
changed the impact towards leadership styles in an organisation. In context of Park plaza hotel,
hotel is reached to its milestone with lost of satisfied customers. Modern leaders now a have a
challenge of guiding their team member (Edgell Sr, 2019). Effective leadership in these days
provide lot of approaches and styles which help employees in making and performing all task
effectively in a business organisation. There are certain leadership strategies which are being
used in hotels now a days. These are discussed below:
Emotional intelligence: It is the ability to communicate at all levels. This requires
emotional levels at all levels. In this leader should have to emotionally connected with team
members and understand about their natural reactions. They also should have to be unbiased
wrong employees and provide open and positive environment to employees.

Adaptive communication style: This is another style which is develops communication
style of talking with each other’s. So, it is important to understand how a person is speaking and
there is a difference between verbal and non- verbal communication. This enables leaders to
communicate effectively employees of their teams and results in achieving their goals
Conflict management- Conflict management can be another strategy which is used by
leaders now a days in hotels, because this helps in reducing disharmony a making positive
environment. leaders in this style have to communicate better with employees and encourage
open and honest communication. They must trust within working relationships.
While adopting these strategies in Park plaza hotel leaders also face sometimes
challenges like technological disruptions, economical political uncertainty etc. in relation with
technological disruptions leaders in 21st century have to make use of modern technologies
available in the market (Leadership In The 21st Century, 2019). Which reduces time and efforts
both. But there are some challenges like artificial intelligence and cloud computing have
magnifies the scope of data driven decision making. Economic disruptions like every hotel
should have to be stable in its environment but due to government interventions hotel needs to
face some issues like labour strikes, social unrest etc. In recent covid 19 pandemic has impacted
the hotel very much because there were less in their profits and revenue. Customers are not
coming out of their home an this has impacted Park plaza hotel in their profitability.
Analysis the Causes of conflict, conflict managements skills and strategies
Leadership development is the process of framework that comprises of the skills which
are needed for the succeed in any leadership role within the organisation. There are certain
conflicts occur between the team members and managers and leaders should have to be mange
those conflicts with certain strategies and approaches.
Causes of conflict
There are certain causes of conflicts which are to be faced by leaders and mangers at the time of
achieving organisational gaols and objectives. These are :
 Communication barriers : Communication barriers can become most important cause of
conflicts between a team because if communication is good of one person with another
then there would always be communication barrier with individuals (Fedulin, and et.al.,
2017). As if one person misunderstands a message the it can lead to conflict.

 Lack of common performance standards: As differences in performances and rewards
criteria is one of the most common way of conflicts. As if in a team one person is
rewarding then other person also jealous and this creates conflicts.
 Unclear job roles: If in a team,. Manger will not clear ever person job role then it will be
seen as conflict because everyone will make responsible for any wrong work. So, in the
context of Park plaza Westminster Bridge hotel, there managers have to face certain
challenges regarding conflicts and they have to face conflict between employees.
Conflict managements skills
 Active listening: Active listening is the skills which is used by employees to connect
better with another person or customers. Managers should teach employees of how to
listen actively to the other person (Han, Lee, and Kim, 2018). This is a conflict
management skills which is to be have in every employees who is working in a company.
Active listening helps the individual in reducing conflicts in a company.
 Positivity: If positivity is there then this is to be considers as the great way of keeping
progress high and towards the gaols of company. By having a positive attitude towards
facing any situation can results in reducing conflicts in effective manner and also feeling
happy in the business environment.
 Patience: Conflicts can be rarely easy to overcome. As if an employee is looking forward
to resolve conflicts, so for that it is important to keep in mind that they should have
patience. No matter what is the conflict, they still needs to have listen to all matters
before solving matters so for that patience is required.
Conflict managements strategies
 Embrace conflicts: When there is a occurrence of conflicts within a team then there is a
development of two teams which is a good time to improve interdepartmental
communication between these two teams (Jalilvand, and et.al., 2017). Mangers of the
company should make these strategies which can helps them in communicating better
with people.
 Listening carefully : To reduce the barrier of communication, the managers should have
to listen carefully to the whole situation of the team. To resolve the conflict they should
have to analyse the situation first and then make any conclusion. For employees it is
suggested that while speaking they should have to repeat the words effectively.

So, these are some of the skills and strategies which are used by Park plaza Westminster
Bridge hotel managers to resolve the conflicts among people and workforce working there in the
organisation (Kim, Tang, and Bosselman, 2018).
Conclusion
From the above report, it is concluded that Park plaza Westminster Bridge hotel is the
biggest hotel of UK. It is using various strategies and approaches of performance management
process which helps them in analysing employee performance and at the time of rewards
programmes. Then hotel is using latest leadership styles which helps them in motivating
employees towards the achievement of goals and objectives. To make a effective team, hotel is
focusing in stages of team management which is given by Bruce Truckman. Theses stages
starting from forming and ends with adjournng stage. This will helps the company in
accomplsihingh tehir task and project and team member will also engage with each other. Then
hotel amngers should focus on conflict management so their productivity of employee will get
increased.

References
Books and journals
Allameh, S.M., 2018. Antecedents and consequences of intellectual capital. Journal of
Intellectual Capital.
Aquilani, B and et.al., 2017. A systematic literature review on total quality management critical
success factors and the identification of new avenues of research. The TQM Journal.
Barata, J., Da Cunha, P.R. and Stal, J., 2018. Mobile supply chain management in the Industry
4.0 era: An annotated bibliography and guide for future research. Journal of Enterprise
Information Management.
Bharwani, S. and Talib, P., 2017. Competencies of hotel general managers: a conceptual
framework. International Journal of Contemporary Hospitality Management.
Bouranta, N., Psomas, E.L. and Pantouvakis, A., 2017. Identifying the critical determinants of
TQM and their impact on company performance. The TQM Journal.
Cavanagh, J and et.al., 2017. Supporting workers with disabilities: a scoping review of the role
of human resource management in contemporary organisations. Asia Pacific Journal of
Human Resources, 55(1), pp.6-43.
Cheng, J.C. and Yi, O., 2018. Hotel employee job crafting, burnout, and satisfaction: The
moderating role of perceived organizational support. International Journal of Hospitality
Management, 72, pp.78-85.
Edgell Sr, D.L., 2019. Managing sustainable tourism: A legacy for the future. Routledge.
Fedulin, A.A and et.al., 2017. Methodological approaches to the assessment of historical and
cultural resources in tourist destinations. Journal of Environmental Management &
Tourism, 8(6 (22)), pp.1198-1204.
Han, H., Lee, M.J. and Kim, W., 2018. Antecedents of green loyalty in the cruise industry:
Sustainable development and environmental management. Business Strategy and the
Environment, 27(3), pp.323-335.
Jalilvand, M.R and et.al., 2017. Social responsibility influence on customer trust in hotels:
mediating effects of reputation and word-of-mouth. Tourism Review.
Kim, E., Tang, L.R. and Bosselman, R., 2018. Measuring customer perceptions of restaurant
innovativeness: Developing and validating a scale. International Journal of Hospitality
Management, 74, pp.85-98.
Kim, K and et.al., 2017. What makes tourists feel negatively about tourism destinations?
Application of hybrid text mining methodology to smart destination
management. Technological Forecasting and Social Change, 123, pp.362-369.
Online
Leadership In The 21st Century, 2019. [Online] Available through
<https://martinroll.com/resources/articles/leadership/leadership-in-the-21st-century/>