Is There a Relationship Between Workplace Learning and Managers Performance in the Hospitality Industry?

¶ … WORKPLACE LEARNING AND MANAGER'S PERFORMANCE IN THE HOSPITALITY INDUSTRY

Relationship between Workplace Learning and Managers' Performance in the Hospitality Industry

Relationship between Workplace Learning and Managers' Performance in the Hospitality Industry

Manager's Role as a Leader

Workplace Learning

Why is Workplace Learning Important

The 'ideal' Workplace Learning Situation

Methods of Workplace Learning

Hospitality Industry Supports and Values Training and Learning

Management Skills in Workplace Learning

Manager's Role in the Hospitality Industry

Optimize Communication between Managers and Employees

Effective Managers in Hospitality Industry

Relationship between Workplace Learning and Managers' Performance in the Hospitality Industry

Hospitality Manager

Impact of Managers' Performance

Why Should Managers be Involved in Workplace Learning in Hospitality Industry?

Skills Learnt in Workplace Learning in Hospitality Industry 13

Conclusion 13

References 15

Abstract

There is a direct relationship between workplace learning and manger's performance in a hospitality industry. This paper deciphers the roles and responsibilities of the manager in this industry and why his performance has a significant impact on the workplace learning. This paper also describes why hospitality industry is dependent on its manager to such a great extent.

Introduction

Hospitality industry includes various forms of service industries like restaurants, event management, theme parks, lodging and many aspects associated with tourism industry. This industry is basically dependent on availability of leisure time and extra income. These hospitality units comprise of multiple groups such as direct operation, marketing, management and maintenance. This industry is basically dependent on satisfying the customer. The greater the staff and management satisfies its customers, the greater is the earnings. Thus, management's and employees performance are directly related to income generated. The hospitality and food sectors are active industries which are of great significance to the economic growth and development of the partner countries (Barrows & Powers, 2009).

As an effective manager in the hospitality industry, one must show skills with the intention to achieve a diversity of management objectives. The manager's role is significant and varied. His influence on the workforce plays a significant role in the success of a hopitality industry. Hospitality industry is the essential and basic component of service industry. The system and working of this industry is still composed of traditional methods with less involvement of technology. It comprises of many layers of authorities. Although the world has tremendously evolved with technology but this industry is still composed of services that are delivered personally through the behaviour of employees interacting with customers. Thus, improvement in employee behaviour and outcome play a vital role in service delivery (Ashton & Sung, 2002). Thus to flourish in this industry, managers performance plays a significant role in promoting learning in any industry including hospitality industry. He must be influential enough to direct people to attain better performance from the workforce.

Manager's Role as a Leader

The basic trait of influential and expert managers is their superb processes in place, they have the skill to build cooperative relationships and have a deep and thorough understanding about the strategies of the company. They have acute senses to judge situations. They know when to act as a manager and when to respond as leaders. They have the skill to differentiate management from leadership. The manager must perform the tasks like handling complex situations, making strategies for the proper working of an organization, setting clear goals and targets for the employees to accomplish, communicate with the workforce on regular basis about goals and targets, build a high performing culture that supports the strategies and brings them to life, give a regular feedback and constantly evolve with changing trends (Ahu & Ozbilgin, 2009).

Workplace Learning

Workplace learning is defined as training undertaken at the workplace which includes on-the-job training under routine operations and tasks and on the site training that is usually conducted away from the work process. Most people are of the view that workplace is the best and most appropriate place for them to learn because of multiple reasons. Firstly, the work place is familiar so they have developed a comfort level. Additionally, employees respond positively to the opportunities that are made available at workplace even if they involve learning. Lastly, employees are more enthusiastic and motivated if they feel that they are being invested in with learning breaks or skills training (Rowden & Conine, 2004). Workplace learning is a significant tool in todays evolving competitive world. This is the era which involves survival of the fittest. Service industry is flourishing tremendously and the organizations with the best services will be able to survive so in this situation workplace training would be of great advantage as it is the only means where situations are handled practically and solutions are practised through demonstrations.

Why is Workplace Learning Important

Education and training are no more attached only to educational institutes. With the increased globalization and advancement in all fields of life, it has gained a broad and diverse meaning. It has become a significant part of all kinds of workplaces. Every organization has fixed some portion of it's budget in order to improve workplace learning through different means. The rapidly increasing competitiveness of the economy, occupational and workplace change, have had a noteworthy influence on the nature of the workplace. Ithas given rise to the perception and practice that skills of the employees need to be improved drastically (McIntyre, Harvey, & Moeller, 2012).

The 'ideal' Workplace Learning Situation

The ideal workplace situation is where learning is intendedtoenhance and improve innovative capacity in organizations. Organisational culture supports and values training and learning. Additionally training and learning are a part of business and are involved as an important part of thestrategic planning (Watkins, 2000). Training and learning in all forms are valued and used according to the appropriate circumstances ( Theresa, Blackbourn, Hussey, & Linda, 2009). Lastly, training is customised to individuals and to upturn work competence

Methods of Workplace Learning

Workplace training methods vary significantly depending upon the industry and the types of tasks and targets involved. The factors that need to be considered while conducting a workplace training session are the target audience, number of employees involved, their understanding of the new and advanced methods, their motivation level and their existing skills.The training methods that can be used for productive and effective workplace training are project work, team tasks, appointing certain specific tasks, practical demonstration, external seminars, learning sessions, workshops using internal and external trainers, certifications, learning manuals, networking, audio conferences, webinars and outdoor development programs (Alasoini, 2008).

Hospitality Industry Supports and Values Training and Learning

It is a well-known truth that hospitality industry needs a well organized and managed workplace learning. There are multiple factors that has led to increased significance of workplace learning in the hospitality industry. Following are the reasons that have made workplace learning important in hospitality industry:

It is needed to survive in this era of increased competition where tourism has gained significance in the life of every individual and countries greatly depend on the revenue generated by tourism industry.

Communication and problem solving skills are of great importance in hospitality industry so learning these skills at the workplace are important as it they can be demonstrated practically as well ( Lucas, Employment Relations in the Hospitality and Tourism Industries, 2003)

Learning teamwork, customer service skills and information technology are greatly significant in hospitality industry so learning these skills at the workplace can be very effective

Management Skills in Workplace Learning

Management plays a significant role in the proper working of any organizations. It has the most significant role in the rise or fall of any industry. It is the true asset of the organization and without it's proper functioning an organization can incur heavy losses. Effective management can take the organizations to great height (Carroll, 1993). The role of management in workplace learning is to improve the individual skill levels. Many skills need to be improved by the management for the growth and success of any organization. It aims to increase organizational efficiency by supportingemployees to increase their generalexpertise in areas such as people skills, analytical thinking and attitudes. Managers needs to practically demonstrate the learning process and provide a regular feedback to the workforce in order to enhance and improve workplace learning.

Manager's Role in the Hospitality Industry

A manager must make the guest special by welcoming them appropriately. An atmosphere of liberality and good will plays a vital role in making the guest comfortable with the surroundings. This in only possible in service industry when the staff co-ordinate well and promotes a healthy and friendly environment. The more efficient the manager is, the more responsible will be the workforce. It is the role of the manager to comprehend the demands of the guests. It is his duty to make things work for the guests according to the demands. For instance, food must be served according to the instructions given, beds must be properly made and room must be clean and tidy, all services must meet the expectations of the guests. This industry requires a lot of effort and work and it is the responsibility of the manager to carefully monitor the work.A manager must be careful and wise enough to keep the services perfect while generating profit. Expenses need to be handled in the way that profit margin is maintained. Liberality and good will in hospitality industry does not mean to compromise on profit while maintaining standard and providing comfort. Portion sizes must be related to cost. This will allow the management to recover the cost and generate profit ( Lucas, Employment Relations in the Hospitality and Tourism Industries, 2003).

On the whole, these tasks clarifies that managers must possess the potential to communicate effectively to employees and guests, perform the operations wisely, and accomplish operating goals within a budget (Raguz & Vrdoljak, 2007).

Workplace Learning and Managers' Performance in the Hospitality Industry in Light of Andragogy Theory

This theory is about learning strategies for grown ups. It is the process ofpleasingadult learners with the construction of learning experience.

Knowles' theory can be indicated with six suppositionsinterrelated to motivation of adult learning.

Six Postulates of Andragogy Theory in light of Hospitality Industry

Firstly, adults always need to know reason for learning. Same is the case in hospitality industry, the reasons for every training must be specified in order to make them more careful and conscious when such situations emerge practically. Secondly, adults should be provided about the basis of learning. Hospitality indutry is all about services. If the staff is not efficient and well trained, they industry cannot flourish so in order to achieve efficiency and competence, staff should be trained from basics. Self-concept is another important feature of Andragogy Theory. This feature is quiet applicable to hospitality industry. For instance, if the staff is not physically involved in learning and is not given the authority to make spontaneous decisions in case of emergency, the service will fail. So in order to assure the success of the hospitality industry, self-concept is quiet significant. Readiness is another important feature of this theory and it plays a significant role in hospitality industry. In hospitality industry, the employees expect the training to be in context of their practical work. The prefer learning that is problem-centered rather than content-based. This is mainly because service is all about the way one handles a situtation. Learning from books is of no use unless one is subjected to practical situation. In hospitality industry, practical demonstration is necessary to enhance workplace learning. Lastly, according to this theory, adults respond better to internal vs. external motivators. This is quiet relevant and applicable to hospitality industry. Only the manager and staff can motivate the workforce to perform well and achieve the goals and targets.

Workplace Learning and Managers' Performance in the Hospitality Industry in Light ofThe Mayo effect / Hawthorne Theory

Mayo founded his assumptions on research started with workers at the Hawthorne plant of the Western Electric Company in Chicago. His work resulted in the Hawthorne theory. He suggested that boredom and sameness of responsibilities led to decreased motivation. He supposed that motivation was enhanced through making employees feel significant, giving them anamount of autonomy to make selections and recognizing their social requirements.The Mayo Effect is based upon the following assupmtions:

Communication

Communication is atremendouslysignificantfeature in motivating employees. Managers need to be always ready to handle conflicts in the workplace and must be capable of performing this task without isolating the employees. Isolation can be of great disadvantage for the hospitality industry because this industry involves manual work so there needs to be integrity in the workforce. To avoid conflicts among the workforce in the hospitality industry, the measures that can be taken are, motivate the atmosphere of mutual respect among the workforce, leadership style must be in accordance to the group of employees, give a certain amount of control to the workforce in order to avoid conflicts and to enhance their confidence, motivate the employees constantly, give realistic workloads to employees, make employees an integral part of the current as well as future work plans and tasks, communicate with the employees to avoid conflicts, identify the conflicts and develop and implement procedures to solve them smoothly, praise the workforce in order to motivate them and consult the workforce regularly.

Motivation from Training and Development

This theory also promotes motivation through its many training and development opportunities. Training and development is significant in this industry. As the hospitality industry is all about practically handling the sitiuation and circumstances, so it is an important aspect of this industry.

Personal Development Plans

Personal development plan is another significant feature of this theory. This personal approach aids employees to touch their full potential by promising self-assessment and providing progress through ongoing training. It also allows individuals to take accountability for their development. This is a significant aspect that plays a key role in hospitality industry. Training to improve personal effeciencies is necessary in this industry. This two-way relationship guarantees that the employee is loyal to the standards of the company, that he or she works in corporation with others and aidsto progress the business for clients.

Effective Managers in Hospitality Industry

The best managers are those who play a vital role in making a significant contribution to the long-term benefits and success of an organization. They can do so by developing a capable and motivated workforce that possess the potential and skills to respond quickly to the demands of the work and have the insight and knowledge good enough to respond positively to the needs of the employees. In a hospitality industry where manual tasks are performed at a large scale, display of competent skills by the manager is of greatest significance in order to direct and command the workforce.Following measures can be helpful for the managers to improve their employees:

Training them through a consistent and planned performance appraisal procedure

Advising them to deliberately develop performance.

Recognizing performance challenges.

Describing low performance criteria in a quantifiable style.

Organizing feasible changes, measuring them and picking one for execution.

Performing the plan, following up, and regulating as per requirement.

Assessing the consequences of training and changes applied, while judging its influence on the organization (Qadir, 2008).

Following tips can be implemented for performance coaching:

Coaching sessions must be conducted in accordance to organizational goals and targets

Create a link between workforce job description and organizational goals and targets

Observe performance during the performance appraisal process and provide well-timed feedback regularly.

Take action about poor performance on time

Let employees present their viewpoint, and use their input as much as possible.

Provide positive support when an employees perform well. This will positively influence employees performance and motivates him to perform better

Relationship between Workplace Learning and Managers' Performance in the Hospitality Industry

The only way that can lead to survival of organizations today are by seeking opportunities and methods of improving and advancing the performance. In order to accomplish this mission without effecting the budget, organizations need to polish and train their current staff. Hiring a new staff is a time consuming and costly task so tuning the available workforce would be beneficial. In other cases it may include important alterations to strategy, market positioning, aims, arrangements, tracing materials, human resources and even organizational environment. Many unique and varied approaches are being used to progress. These contain performance-related pay systems, performance management systems, authorization and numerous forms of management by objectives.

Senior management plays a significant role in hospitality industry. They have a key position in workplace learning. They are responsible for taking all key decisions and implementing them among the workforce. They play a significant role in promoting a culture which is supportive of high performance in a hospitality industry (West, 2012).

Hospitality Manager

The Hospitality Manager is one of the most serious jobs in the Hospitality Industry. This is the person that develops the charm and behavior of the property he or she manages. Their task is to make the property relaxed, attractive and interesting, while guaranteeing that it is run in a systematized manner (Dana, 2005). Hospitality Managers can be employed by resorts, hotels, bed and breakfasts and cruise ships. There is a strategic management role, evolving their property to be a place where their visitor will feel comfortable and be eager to return. The Hospitality Manager should be expert at antedating what the customer needs and wants and providing these facilities. They must improve the menu of services for their guests, but also be able to deliver services on request (Ghazali, 2005). Hospitality manager's characteristicallymanageand control hotel staff, such as front desk clerks, bell persons, cooks, cleaning staff and specialty services staff. Therefore, the hospitality manager must be expert and capable of interviewing, hiring and teaching these employees. He may also be liable for arrangement of the hotel staff. With all these assigned roles and responsibilities, the manager must be influential and must perform well in order to encourage the workforce to perform well (Boon, 2007).