A Report on Managing and Developing People in the Hospitality Industry

This report analyzes the crucial aspects of managing and developing people within the hospitality industry, using the Hilton Group as a case study. It delves into performance management processes, emphasizing the establishment and communication of performance standards, measurement and comparison of performance, and the implementation of personnel actions. The report also explores the stages of team development, including forming, storming, norming, performing, and adjourning, and highlights the importance of 21st-century leadership skills such as personal presence, self-awareness, acknowledging habitual behaviors, core value development, vision creation, and providing support. Additionally, it addresses the causes of conflict, conflict-management skills, and strategies essential for effective human resource management within hospitality organizations. The report emphasizes the need for adaptability and proactive measures to ensure employee development and organizational success.

Managing and
Developing
People in the
Hospitality
Industry

Contents
INTRODUCTION...........................................................................................................................................3
MAIN BODY.................................................................................................................................................3
CONCLUSION...............................................................................................................................................7
REFERENCES................................................................................................................................................9

INTRODUCTION
Managing and Developing people in the Hospitality Industry refers to the approaches
which are required to be adopted by the HR department in the hospitality organizations so that it
is able to make sure that a comprehensive development of the people who are working here can
be carried out which can help them a lot in the future (Abdelmoaty and Soliman, 2020). This
report is based on Hilton Group. It is a hospitality organization which focuses on ensuring that a
wide range of different types of services can be provided to the people which can help in
enhancing their overall satisfaction level. This report will focus on performance management
process, stages of Team Development, leadership in the 21st century. Additionally, specific
analysis on causes of conflict, conflict-management skills and strategies will be made as a part of
this assignment.
MAIN BODY
It is important for the HR department in the hospitality organizations that it ensures that it
is able to manage the performance of the different types of employees and try to bring an
improvement in their performance so that it can be quite helpful in the attainment of the
sustainable level of success in the future (Chou, 2020).
It is necessary for the management of Hilton Group that it is able to adopt a systematic
approach towards Performance Management so that the overall level of performance of the
employees can be enhanced quite effectively and efficiently. Therefore, the focus is on ensuring
that the use of the following steps can be made here-
Establish performance standards- It is quite important for the organizations that they
are able to make sure that the establishment of the performance standards can be carried out in a
proper way (Kariyapol, 2020). Therefore, in the context of Hilton Group it means that the
performance standards are required to be set and this will be quite helpful in ensuring that the
workers are motivated to follow them so that they can enhance their performance.
Communicate performance standards- The communication of performance standards
which have been set in the organization is required to be done by the HR department of the
organizations (Lim, 2020). This is quite crucial to make sure that the HR department in the
organizations like Hilton Group is able to communicate these particular standards and can ensure
that it is able to make sure that the employees are able to understand them which will enable
them to take the required actions so that they can meet them.
Measurement of performance- In the organizations, it is quite important that the
measurement of performance can be carried out so that they are able to help in ensuring that the
actual performance is according to the set standards. Hilton Group’s HR department therefore is
required to ensure that the measurement of the overall level of performance can be done which

will help in ensuring that the motivation of the employees can be enhanced so that they are able
to perform in a better manner for the organization.
Comparison of performance with standards- It is quite important for the management
of the organizations that they are able to make sure that the comparison of the performance can
be done with the standards in a proper manner. In Hilton Group, it is very important that the
performance is compared with the standards which will thus help in the identification of
deviations and variations and ensuring that these deviations and variations can be removed.
Discussion of the appraisal with the employees- It is necessary for the HR department
to carry out the appraisal performance of the employees and make sure that it is able to make use
of this process for the purpose of ensuring that the employees are able to bring out an
improvement in their performance quite effectively and efficiently. For Hilton Group, it is quite
important that its HR department is able to carry out this particular process so that the company
is able to improve the performance level of the employees and makes them to contribute better in
the attainment of the goals and objectives.
Implement personnel action- It is important for the HR department in the firms that it
can implement personnel action (Liu, Shen and Gao, 2020). This means that the HR department
is required to make sure that a particular action plan is prepared which can be quite helpful for
the organizations in ensuring that they are able to attain the various types of goals and objectives
in a proper manner. This will help a lot in the attainment of strategic edge over the competitors.
Team Development is a particular process in which the organizations ensure that they are
able to form a particular team and are able to set goals and objectives for the team to achieve in
the future. This can be highly helpful for the team to be able to attain its overall goals and
objectives in a proper manner. For this particular purpose, the various types of stages of Team
Development can be used. The explanation of these stages can be made in the following manner-
Forming- This is the stage where a particular team is formed (Mohanty, 2020). This is an
important stage because here the team members are given particular tasks according to their
capability level so that they are able to perform them in a proper manner. Therefore, it becomes
quite important for the management of Hilton Group that it is able to form particular teams with
different goals and objectives which are required to be attained in the future. This will help in
ensuring that the teams are able to work in a proper manner.
Storming- This is a stage where the team starts working and when a team starts working
there can be certain conflicts also within some team members. Therefore, it becomes quite
crucial that the managers of Hilton Group are able to make sure that the resolution to these
conflicts can be done which will help in ensuring that the team works in a smooth manner and
can contribute in the attainment of the goals and objectives.

Norming- This is a stage where a team is able to ensure cooperation and coordination so
that the workers can manage out the work which has been allocated to them (Nurmagambetova
and et.al., 2020). It is thus crucial for the Hilton Group’s managers that they are able to make
sure that the team members cooperate and coordinate with each other properly so that the
functioning of the team can be carried on in a smooth manner. Thus, in this way the management
of the organization will be able to make sure that the team contributes towards the success of the
organization.
Performing- This is a stage where the team is able perform quite well because the team
members are aware of each other’s strengths and weaknesses and are able to cooperate and
coordinate properly (Rauch, Matt and Linder, 2020). Thus, in this stage the team starts to
optimize its performance and provides the best output. In Hilton Group, this can mean a
particular stage where the team reaches the peak of its performance and is able to meet out the
goals and objectives which have been provided to it.
Adjourning- This refers to a particular stage where the team is dissolved. This happens
because it meets the goals and objectives for which it was formed. In Hilton Group, this can
mean a stage where the team meets out the goals and objectives in a proper manner and is able to
ensure that the accomplishment of the tasks can be carried out by it effectively and efficiently.
After that the team is dissolved.
Therefore, it can be said that the HR department of Hilton Group is required to make the
use of this particular model so that it is able to ensure that a high-performance team is created
within the organization which will help in ensuring that the functioning of the organization can
be carried out in a smooth manner. For an organization like Hilton Group, it is absolutely
essential that the use of this particular process can be made so that the management of the work
of the team can be done appropriately and the team is able to attain a higher-level of efficiency
and effectiveness in the work. This is quite necessary for the organization to be able to make sure
that through the use of teamwork the employees are able to learn the value of cooperating and
coordinating with each other which is important for the proper functioning within the
organizations. Hilton Group therefore is required to make sure that the consideration to all such
aspects can be done which can be quite helpful for the organization to be able to progress further
in a proper manner.
In the 21st century the leadership has witnessed a lot of changes. Therefore it is quite
important for the new-age leaders that they are able to make suitable adjustments according to
these changes so that they are able to lead the team in a proper manner. The various sorts of
skills which can be witnessed in the leader are-
Personal presence- It is important for the 21st century leaders that they are able to mark
their personal presence. It helps a lot in ensuring a higher-level of motivation of the team
members which not only increases their overall efficiency and effectiveness but also helps a lot

to make sure that the management of a wide range of needs and requirements can be carried out
in a proper manner (Routray and Padhi, 2020). Thus, in the context of an organization like Hilton
Group it is quite important that its leaders are able to ensure their personal presence in order to
motivate the employees to perform at their best for the organization.
Higher-level of self-awareness- The leaders in the 21st century should have a higher-
level of self-awareness (Seraphin and Thanh, 2020). This is quite crucial because this can be
quite helpful for them to be able to make sure that they are able to ensure that the team members
are working in a proper way. For an organization like Hilton Group, it becomes important that its
leaders are able to make sure that by displaying self-awareness the improvement can be made by
identifying one’s own weaknesses which will contribute a lot in becoming a better leader in the
future.
Ability to acknowledge habitual behaviors- The leaders in the 21st century should be
able to possess this particular ability to acknowledge habitual behaviors so that the attainment of
the future goals and objectives can be made. In Hilton Group, it is quite important that the
leaders are able to make sure that the required adjustments are made according to the habitual
behaviors which will be quite helpful in ensuring that the required actions are taken according to
the prevailing situation.
Development of core values- The leaders in the 21st century are required to make sure
that the development of the core values can be done. For an organization like Hilton Group, it is
important that the leaders are able to develop their core values which can be helpful for them to
be able to make sure that they can guide the team according to these values which will help in
increasing the performance level of the team appropriately.
Creating a particular vision- The leaders in the 21st century are required to make sure
that they are able to create a particular vision which can be quite helpful for them to guide the
team. In Hilton Group, it is important that the leaders are able to have this vision which will help
in providing the required guidance to the team and ensuring that the team works in a proper
manner.
Providing of support- The leaders in the 21st century are required to make sure that they
are able to provide the desired level of support to the different people who are raising their
concerns within the organization. In the context of Hilton Group, it is quite important that the
leaders are able to provide the required level of support to the people which help a lot in the
development of their overall skills and competencies in a better manner.
There are various types of reasons due to which conflicts happen within an organization.
It is important to make sure that an analysis of these reasons is done. The reasons are explained
in the following manner-

 Resistance to change- In the big organizations there is a lot of resistance towards change
(Wang, Hu and Zhang, 2020). The people within an organization resist the
implementation of change and therefore this affects them a lot. In Hilton Group, this is
also a common reason due to which conflicts happen.
 Unclear job expectations- In big organizations, there are a lot of problems which the
people face because of the excessive expectations with them. This can lead towards the
creation of conflicts. In Hilton Group, this leads towards creation of conflicts.
 Poor communication- When the communication is not done in an appropriate manner it
can create a lot of conflicts within the organization. In Hilton Group, this creates a lot of
impact on the people as they do not get proper instructions and also this affects the work
which is being done.
 Poor work habits- There can be a display of poor work habits at work which can affect
the image of the team. In Hilton Group, this can become a reason due to which conflicts
can happen.
There are various Conflict Management Styles which can be used by the leaders so that the
conflicts can be resolved (Rodríguez-Antón and Alonso-Almeida, 2020). An explanation of
these styles is provided as follows-
 Accommodating- As per this style, the views of the people who are in conflict with
each other are accommodated and this helps a lot in ensuring that the people are able
to resolve conflicts.
 Avoiding- According to this style, the conflicts are avoided and thus this can be quite
helpful in ensuring that the conflicts are resolved.
 Compromising- This style requires compromises to be made and therefore in this
way this can help a lot in ensuring that the resolution to the conflicts can be provided.
 Collaborating- As per this style, the collaboration is required to be carried out so that
the conflicts can be resolved appropriately.
 Competing- This style is useful when a stand has to be taken on own rights and a
long-term conflict has to be avoided. This can help in resolving conflicts.
CONCLUSION
From the above report, it can be concluded that Managing and Developing people in the
Hospitality Industry requires the management to make sure that the use of appropriate
approaches is made. It can help in ensuring a proper functioning within the organization and can
also help in using the HR strategies in a proper manner so that the attainment of the HR goals
and objectives can be carried out. Therefore, it is quite important for the managers of a particular
organization to make sure that the people within the organization are able to develop the
appropriate skills and competencies for the purpose of ensuring that a higher-level of efficiency
and effectiveness can be developed.

REFERENCES
Books and Journals:
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Chou, T. H., 2020. Factors influencing the development of innovative business model in the IT
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Provider in Hospitality Industry to Promote the Good Image of Thailand: A Case Study in Don
Mueang Area, Bangkok. BU Academic Review. 19(2). pp.46-56.
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in the Tourism and Hospitality Industry: The Case of Seoul in South
Korea. Sustainability. 12(18). p.7328.
Liu, T., Shen, H. and Gao, J., 2020. Women’s career advancement in hotels: the mediating role
of organizational commitment. International Journal of Contemporary Hospitality Management.
Mohanty, P., 2020. ICT and Sustainable Development: Implications for the Tourism Industry.
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investigation in service industries in India. International Journal of Management (IJM). 11(3).
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Wang, C., Hu, R. and Zhang, T. C., 2020. Corporate social responsibility in international hotel
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Rodríguez-Antón, J. M. and Alonso-Almeida, M. D. M., 2020. COVID-19 Impacts and
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