Performance Management and Leadership in Hospitality Sector

This report delves into the critical aspects of managing and developing people within the hospitality industry, using the Sheraton Hotel and Resorts as a case study. It examines the systematic approach to performance management, outlining the planning, coaching, reviewing, and rewarding stages. T...Read More

Managing and
Developing People in the
Hospitality Industry

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
1.The systematic approach to the performance management
process as part of human resource development within the hospitality industry.......................1
2.Stages of Team Development for the creation of high-performance
team within your selected hospitality organisation....................................................................3
3.Leadership in the 21st
century within the hospitality organisation................................................................................5
4.Causes of conflict, conflict-management skills and
strategies within the leadership development process. .............................................................6
CONCLUSION ...............................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Managing and developing people in the organisation are considered to be the most role
played by an HR Manager in relation to develop the business growth in large manner (Afsar,
Shahjehan and Shah, 2018). Training and development in the hospitality industry will be must as
organisation needs to maintain their human resource to fulfil their productivity functions. Job
analysis and job description in the process of recruiting and selecting the candidate will allow
them to work according to their capabilities and on the basis of their job skills. Human resource
planning refers to analysis the job and by making an efforts in the strategic planning for
managing people will going to be beneficial for the organisation operations. Training in the
organisation will enhance the development of knowledge, attitudes and skills required by the
staffs and employees in relation to perform their current duties and responsibility to prepare for
advancement and for future aspects too. Below report is based on the hospitality industry like
“Sheraton hotel and resort” is an international hotel chain which is owned by Marriott
international. They are considered as an hospitality industry with having total number of location
in which they are working right now is 470 approx. They operates in 446 hotels and 155617
rooms. This below report is consists with the topic is that performance management process as a
part of human resource development, stages of team development, leadership in 21st century and
causes of conflicts, conflicts management skills etc.
MAIN BODY
1.The systematic approach to the performance management
process as part of human resource development within the hospitality industry.
In the context of hospitality industry like “Sheraton hotel and resorts” they are quite
focused on their performance management factor in relation to built the positive relation in
organisation employees and to interact with their guests through providing best quality services
to them. Hospitality industry are having their own systematic performance management aspects
through which an HR will determine and analysis the particular performances of their staffs and
currently working employees into the hotel industry (Boella and Goss-Turner, 2019).
Performance management process is considered with collaboration, communication-based
process where employees and organisation will work together according to the strategic plan
made by organisation management. Performance management team has to monitor and review
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the employees objectives, long term goals, their comprehensive contribution with in company.
This process is consistent and regular with continuous sessions where both the employees and
team management have an opportunities to receive and give feedbacks on their particular
performance in the organisation. In the context of hotel industry like Sheraton they are having
four stages in developing the performance management aspects in the organisation which is
considered as planning, coaching, reviewing and rewarding stages. Each employees in the
hospitality industry have to work according to their capabilities and skills of handling the
customers and guests who visited their hotels for the first time. Each performance has to evaluate
by HR team in relation to carry the process of performance management in most effective
manner. So here are some of the stages includes in this process is that:
Planning in hospitality industry:
In making the performance management process the first step is to properly planning in
relation to adopt the other stages in performance management. Its start with the defining stage
where an HR and management needs to define particular job itself by including specific
description, with having long and short term goals, and identifying the key objectives and to
develop a particular metric and way by which goals and objectives will easily assessed(Elfimova
and Radishauskas, 2018). In the context of hotel chain Sheraton, they will undergo with the
planning process is that by the feedback stage , which relates with employees should having with
opportunities of given inputs onto this material. In this stage, proper skills, competencies and
goals are determined by the HR manager and performance team by given particular feedback on
their performance of the employees. The last stage in planning process is the approval where
management and employees both are agreed on the definition of the roles and objectives.
Coaching:
To develop and organize meeting on a timely and regular basis, when all the objectives
and goals for the future have set, so the next step is to starts with performance management
overall process. Coaching practise in the organisation leads to provide strength to the employees
and staffs working in the organisation. Here an HR manager with their team management have to
provide with proper training and development to their employees(Goh, and Lee, 2018). In the
context of Sheraton hotel, they are providing necessary training, coaching and solutions is that
these meetings will relates with solutions and coaching opportunities in relation of giving
knowledge on how to deal with the guests. By transferring feedback on both sides which consists
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with give and receive approach, management should go with honest feedbacks and work with
employees effectively. The last aspect in coaching is to revisit the objectives as necessary
approach, here this steps involves with reviewing the overall performance relates with
employees, how effectively this operation is work , its also include with lots of reward which is
an integral part of the hospitality industry.
Reviewing:
This process relates with reviewing employees performance, in the end of the year
hospitality industry will determine the performance of the employees which is defined as
performance appraisals (Hassi, 2019). This process is conducted yearly to find out the
performance of different employees into the organisation. The next process into this aspect is
reviewing the performance management stages, its quite mandatory for the organisation to work
according to evaluate the employees performance to look into their previous year and to
determine how well performance management process worked in their previous year. In the
context of hospitality industry like Sheraton they are putting question while doing these approach
is that, were personal and organisational goals and objectives met or not? What kind of
challenges that employees will face into the hotel industry? What type of training will be
beneficial for the employees in their long run organisational scenario? How will these particular
feedback will work? And was the time spent on this process effective or not? By reviewing
overall completion of goals will provide strength to the organisation.
Action:
This is the last step in performance management. After overall activities done in this
process the next is to reward and recognition the employees (Jung, and Yoon, 2018). This
process leads to generates motivation into the mind of employees to work hard for their
particular job role in relation to the hotel industry. In the context of hotel industry like Sheraton,
they are much likely to contribute into the reward system by providing employees with extra
benefits through increment in their salaries and promotions as this hotel; industry are having
international approach so here the promotions are in large manner.
2.Stages of Team Development for the creation of high-performance
team within your selected hospitality organisation.
In the context of hospitality industry like Sheraton, they are more likely to induce into
providing with growth and skills to their employees by making contribution in building their
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career development. This hotel chain operates in approximately 463 hotels and 1,55, 620 rooms
globally. They are also dealing in online websites in handling and interacting their customers
through solving their queries globally(Ocampo, Tan, and Sia, , 2018). So basically the large
operations of it are in hand of their human resource. All the teams working in the hospitality
industry have to make sure about the process which will grow the team in relation to their
capabilities and skills. In this phases teams have to undergo through five stages which is
forming, storming, norming, performing and adjourning. These phases will allow the
organisation to develop the team through making efforts in skills, knowledge and expertise,so
here are the five stages intro team development is that:
Forming:
This process is considered to be the first stage in team development. In this stage, the HR
manager and their team will understand and explore the behaviour of the team members. This
process involves with everything is just starting which relates with team is forming, here the
team members do not know each other. They are more depends upon leadership for guidance,
directions and specific directions for almost everything they do. This stages consists with high
level and enthusiasm of the employees, this approach will be well handled by their HR
professionals in developing them for the next stages.
Storming:
This stages relates with more clarity on what to do and how its done, but instead of that
there is lots of uncertainty in this approach. There is a clash between personalities, they will
jockeying for position in relation to their specific job roles (Pham, Tučková, and Jabbour, 2019).
In the context of team building in relation to the hospitality industry, they are trying to figure out
the things which can be happened in the organisation while operating the activities. This process
basically defines the approaches that has to be implement into the business but not to avoid the
uncertainty into the process.
Norming:
People on the team are more likely to induce or moving into cohesive manner. Here the
team management establish a balance among various conflicts forces. This process involves with
group norms and specific consensus for the achievement of group goals. This stage will develop
the feeling of cooperation in the team members working in the hospitality industry. In the context
of hotel industry they are putting efforts into making their staffs more comfortable towards their
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job role and positions. Sheraton hotel will continuously making efforts in developing the sources
to involve and create balance into their employees.
Performing:
In this stage, the team will make efforts for the particular performance of the task and
activities in the business operations (Ram, 2018). This established pattern will improves the co-
ordination and assist them in resolving the conflicts. Performing approach in context of
developing a team will comprises of trustworthy members who will trust each other and extend
their full cooperation in relation for the achievement of group goals. In relation of hotel industry
like Sheraton, they are having with a developing nature to build strength of their employees
through generates more understanding on them to work effectively without any obstacles in
performing the tasks.
Adjourning:
This stage depends upon the particular task completion through which organisation will
going to take next step into adjourned the team. Here the team will break and work according to
their hob role. In context of hotel industry Sheraton they will deals in events activities for that
proper team management will indulge into the activity and after their completion they will work
accordingly on their particular job role.
3.Leadership in the 21st
century within the hospitality organisation.
In the context of hospitality industry they relates with the numbers of uncertainty into the
business by their competitors and external forces so as to tackle these situation, managers will try
their best through opting the effective leadership style(Seyitoğlu, and Ivanov, 2020). As the
business environment is rapidly changing and will become quite complex in relation to their
transaction between different stakeholders. More specifically the growing use of internet and
technical tools and different methods of communication and other external customers will leads
to standardized the process of hospitality industry like Sheraton hotel due to their international
process they are more effectively using their leadership style by their managers through putting
efforts into the hospitality market.
HR innovative mind and spirits:
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In relation of this hotel industry, here the managers are worked quite hard to satisfy the
needs of their quests. They use to have the good and loyal team members who are continuously
working for the accomplishment of the particular objectives assigning by their team manager,this
type of leadership style will provide them growth to serve effectively in future aspect also.
Tech-Savvy:
In the context of industry like hospitality, its quite necessary to be an technically sound
manager who will going to deal and manage their team accordingly with proper use of their
technological gadgets which are having important aspect while doing any business operations
regarding the hotel industry. Due to the technical changes and advancement and lot of uses of
internet, managers should be familiar with this kind of changes as a result of making effective
contribution into the hotel industry through preparing a strategic plans with ease by using of
internet and handles the quests on their official websites too.
Manager acts as a multi-disciplinary entrepreneur:
Due to complexity of business, manager has to perform their activities in more effective
and in timely manner. A good manager needs to have excellent financial and business skills. The
most crucial financial skills would involves with budgeting, financial analysis, forecasting and
spreadsheets. In the context of hotel industry like Sheraton manager have to work through having
knowledge in different field of department to handle situation at first.
4.Causes of conflict, conflict-management skills and
strategies within the leadership development process.
Conflicts refers to the common occurrence which will arises in team. Conflicts can be
consists with antagonistic interaction which relates with one party who tries to block the
particular actions or decisions relates with another party(Sipe, and Testa, 2018). There are
basically two types of conflicts which are arising in the course of handling any business
operation is that substantive conflicts and emotional conflicts.
Substantive conflicts deals in arise over the things such as related to goals, objectives and
resource allocation. This conflicts will arise if neither party is willing to give the direction or to
compromise on their position.
Emotional conflicts arises by things which will happens in the organisation is that
jealousy, insecurity and having with personality conflicts. When people are having with two
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different perception this will leads to generate conflicts by not reaching on any decisions into the
organisation. Here the different working style will also cause conflicts into the business
operation.
Conflict-management skills and
strategies:
Conflicts is a part of work environment. Here are some of the strategies and skills
through which conflicts can be minimize by the manager and HR professional in the context of
hotel industry like Sheraton is that:
Defining acceptable behaviour: By setting a standard of behaviour in the workplace. The
manager having the responsibility to set the tone. This will be done through writing a job
descriptions, creating a framework or structure for how this operation discussion will run.
Don't avoid conflicts: In the context of hotel industry like Sheraton they are dealing in
converting their almost every conflicts into proper solution. By collaborating them effectively,
through understanding their requirement while doing any operational work together and through
policies of grievance handling by their HR managers.
Start with compliment: By giving motivational factor to their staffs through hear both the sides
perceptions and problem by giving them right action to solve or sought out this conflicts.
Organisation have to work accordingly towards managing the staffs conflicts.
CONCLUSION
It has been concluded from the above report is that every organisation needs to work
according to evaluate the performances of their employees and staffs in relation to their
operational activities and services. In addition to develop the team members efficiency,
organisations will engage in several strategic activities which consists with five stages is that
forming, storming,norming,performing and adjourning process through which an organisation
will build their employees growth and efficiency to work effectively. Hotel industry have to
make sure about the proper team management to deal with various conflicts arises in the
organisation.
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REFERENCES
Books and Journals
Afsar, B., Shahjehan, A. and Shah, S.I., 2018. Frontline employees’ high-performance work
practices, trust in supervisor, job-embeddedness and turnover intentions in hospitality
industry. International Journal of Contemporary Hospitality Management.
Boella, M.J. and Goss-Turner, S., 2019. Human resource management in the hospitality
industry: A guide to best practice.
Elfimova, Y. and Radishauskas, T., 2018. Management of innovative activity in the field of
hospitality. In Sustainable development of tourism market: international practices and
Russian experience (pp. 57-59).
Goh, E. and Lee, C., 2018. A workforce to be reckoned with: The emerging pivotal Generation Z
hospitality workforce. International Journal of Hospitality Management. 73. pp.20-28.
Hassi, A., 2019. Empowering leadership and management innovation in the hospitality industry
context. International Journal of Contemporary Hospitality Management.
Jung, H.S. and Yoon, H.H., 2018. Improving frontline service employees' innovative behavior
using conflict management in the hospitality industry: The mediating role of
engagement. Tourism Management. 69. pp.498-507.
Ocampo, L.A., Tan, T.A.G. and Sia, L.A., 2018. Using fuzzy DEMATEL in modeling the causal
relationships of the antecedents of organizational citizenship behavior (OCB) in the
hospitality industry: A case study in the Philippines. Journal of Hospitality and Tourism
Management. 34. pp.11-29.
Pham, N.T., Tučková, Z. and Jabbour, C.J.C., 2019. Greening the hospitality industry: How do
green human resource management practices influence organizational citizenship
behavior in hotels? A mixed-methods study. Tourism Management.72. pp.386-399.
Ram, Y., 2018. Hostility or hospitality? A review on violence, bullying and sexual harassment in
the tourism and hospitality industry. Current Issues in Tourism. 21(7). pp.760-774.
Seyitoğlu, F. and Ivanov, S., 2020. Service robots as a tool for physical distancing in tourism.
Current Issues in Tourism, pp.1-4.
Sipe, L.J. and Testa, M.R., 2018. From satisfied to memorable: An empirical study of service
and experience dimensions on guest outcomes in the hospitality industry. Journal of
Hospitality Marketing & Management. 27(2). pp.178-195.
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