Introduction

According to Mullins (2016), organisational behaviour and management can be defined as the study of individual or group patterns and behaviour, along with managing them to enhance the overall performance and efficiency to achieve specific goals. In simple words, it is the process of strategically leading, developing, and supporting the workers to motivate and influence them to align their behaviour with the business goals of the company. Furthermore, there will be an analysis of the chosen company, The Arinza Hotel. The organisation is located in London, UK. Which is close towards Ilford train station. It consists of twenty-two luxury rooms, which provides a comfortable and relaxing stays, with well-furnished features for the customers.

This hotel also provides a kitchenette, continental breakfast, air-conditioning and heating rooms, along with several soft drink facilities and clean toiletries (Arinza Hotel London, 2025). After that, some of the skills, knowledge, and behaviours will be explained that are required to become an effective people manager. Moreover, various types of human resources (HR) processes, which actually supports the management of performance will be thoroughly analysed. Later, several contemporary problems that are faced by the given company on managing their employees will be briefly explained. Finally, based on the above analysis, some of the recommendations will be given for the issues to address them in future for the organisation.

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Knowledge, Skills, and Behaviours of Effective People Managers

To become an effective and efficient people manager, individuals require basic strong communication and leadership skills, such as having a clear vision, giving motivation and influencing them for empowerment. Moreover, having emotional intelligence, such as fairness and empathy for other team members, and several organisational skills, including planning, providing faster solutions, delegation, and more. Their behaviours and skills should demonstrate trust and loyalty among their team members, along with resolving conflicts, giving honest feedback, and achieving team growth (Metz et al., 2022).

Knowledge

The people managers at The Arinza Hotel should have the knowledge of the whole organisational strategies through identifying and understanding the company’s vision, aim, objectives, and its ultimate goals to make an efficient team for contributing in those goals. The people managers must possess the knowledge of how to manage their team’s overall performance through measuring tasks, monitoring their behaviours, and noticing their adaptive nature (CIPD, 2025). Some of the HR policies and team dynamics should have been known by the managers to handle their team effectively.

Skills

People managers should also have different kinds of skills, which includes communication, leadership, problem-solving, conflict resolution, decision-making, mentoring, emotional intelligence skills, and more. These soft skills are extremely important for the leaders to achieve particular business targets, increase the amount of success, drives better engagement, and enhance productivity in their overall performance (CCL, 2025). It is very much essential for creating a strong and loyal workforce with open and transparent communication among them, which helps to implement changes and fostering an innovative culture within the organisation.

Behaviours

Having proper and disciplined behaviours plays a crucial role in achieving success and becoming an effective leader or people manager at The Arinza Hotel. This includes having honesty with their own team members, which can help to build a psychologically healthy and safe workplace. Having adaptability and accountability may help to react and manage the situations flexibly and taking full ownership of the decisions and results. Consistency and respect for others are also vital to maintain a professional and good relationship with the team members for ensuring more productivity, creativity, and innovation. Having visionary skills helps to create a clear goal, a road map, and a sense of direction, which incorporates plans through various actions of the workers (Farhan, 2024). An efficient and effective leader fills the gap between an individual's potential and an organisation’s demands by using various types of skills to develop an engaged, positive, and productive atmosphere within the workplace.

HR Processes Supporting Performance Management

According to Carbery and Cross (2017), human resource development is the theory which can be suggests that companies receive their economic values from their workers’ skills, knowledge and hard work. Human resource processes that actually supports the management of the performance basically form a cyclic method, which includes planning, monitoring, developing, and rewarding. These processes should be aligned with the organisational aims and objectives, which in result enhance the engagement between the employees, foster the company’s performance and improve the growth of skills. Here are some of the HR processes for the performance management of the employees used by the people managers including those at The Arinza Hotel:

Recruitment and selection

HR professional’s main work is to hire and recruit new talented and skilled candidates to best fit the vacancy through various rounds of the selection process, such as tests, face-to-face interviews, and more. This also makes sure to fit culturally for ensuring higher performance through defining clear job roles and descriptions, creating a strong brand to attract more candidates, and using various types of tools for CV shortlisting and data analytics to analyse top talents.

Onboarding

This stage can be referred to as the structural process of integrating and getting new joiners into the company to adapt the workers with the company’s culture. To onboard the new hires smoothly, HRs implement several ways to make them comfortable and making them to be a productive team member (Sher, 2025). It helps to increase the productivity level, engagement aspects, which must align the company goals.

Training and development

HR professionals organise various types of training sessions to enhance the skills and knowledge of the new joiners and as well as the existing workers for boosting innovation. This actually prepares the workers for future roles and their professional career ahead, along with driving constant improvements.

Compensation and benefits

This involves managing and designing fair pay, which includes salaries, incentives, and bonuses, and non-monetary rewards to retain and attract more employees to maintain the market competitiveness. It helps the workers to increase their work productivity and boosts self-confidence among them through merit increases, performance-based incentives, stock options, and more. Giving rewards and recognitions publicly can help to increase the workers’ motivation, work quality, and level of creativity.

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Contemporary Issues in People Management for Line Managers

The line managers had been playing a significant role in an organisation for as long as it has been existing (Townsend, Bos-Nehles and Jiang, 2022). These individuals within an organisation play a significant and vital role in bridging the gaps between the frontline employees and the senior level of management. They play an important role in managing the administrative tasks of the company, such as the budgeting of certain projects, the resource allocation, performance evaluations of individuals and teams, and maintaining discipline in the organisation (Impact Factory, 2025). Thus, it can be added that the current people management issues for line managers may involve managing diverse generations, developing coaching skills, handling performance gaps, and bridging the skills gap in new tech such as AI. It is often commented that the greatest challenges and issues for the HR professionals and the line managers in any business organisation around the world in the current scenario are staffing and recruiting suitable employees in the business to meet the needs of the business (Skýpalová, Šikýř, and Vávrová, 2024). The key challenges may include bridging the communication gaps, supporting the mental health of employees, and balancing the individual/team needs with business goals, often without adequate HR support or training.

One of the most highlighted challenges faced by the line manager in an organisation is a lack of communication, which occurs when the instructions are not properly passed on or shared among the members of the team. This leads to the creation of misunderstandings, conflicts, and errors in work, which, as a result, disrupts the dynamics of the team and the productivity of the team (Mads Singers, 2023). Additionally, talent shortage is also one of the key issues faced by the line managers in the hospitality industry. Since the job role in the hospitality industry often demands working in shifts, which is coupled with low pay, limited job benefits, and less opportunities for career growth and advancement, it often faces a talent shortage (Cloke, 2025).

Thus, to simply state that the line managers, particularly, in the demanding hospitality sector, face significant people-management challenges, including the high employee turnover, ensuring staff well-being, and managing communication in flexible work environments. For the Arinza Hotel, these issues threaten service quality, operational efficiency, and overall business performance. The common issues that can be faced by a local hospitality organisation like Arinza Hotels may include staff shortages and high employee turnover, training gaps, ethical dilemmas leading to fraud, and the pressure from rising costs and guest expectations. Inflation rates pressure everything, from the energy bills to the food costs, which can have an impact on the profitability of the organisation. This, leading to the rising operational costs in the company, directly impacting the financial performance of the small hospitality organisations such as the Arinza Hotels (Schwarz, 2025). Another of the significant challenge for the Line Manager in the hospital sector includes the is cybersecurity threats. In the recent years, there has been numerous events for the high-profile cybersecurity attacks, and, data breach on the hospitality industry, which has led to the theft of many personal data of thousands of individuals across the globe (Schwarz, 2025).

Thus, for Arinza Hotel, these people-management challenges may be having the several critical implications. These implications including the increased financial costs, and, operational disruption, a decreasing in the quality of service due to the low employee rates, morale decline, and the increasing business risk, and, legal exposure of the organisation. Therefore, by proactively, addressing these challenges through the improving training for the managers, and the better communication strategies, and the focusing on employee well-being and development, the Arinza Hotel can be building a more resilient, engaged, and, the high-performing workforce.

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Recommendations

The Arinza Hotel can be address, the above discussed challenges by investing in it’s the line managers and fostering a supportive, and, the structured work environment. Below are certain recommendations that the company can be implementing in its people management activities.

The local hospitality organisation, can be, investing in the management training programs, for its employees. These management training programs, helping in reviewing the performance of the managers. It educates the managers to focus, on quality conversation, which strengthens their level of engagement in the organisation (Moore Kingston Smith, 2025).
The Arinza Hotel can also implement a structured career path for individuals. The organisation will be needed to create clear, visible career development plans for showing potential advancement steps from entry-level to management roles. This would also include offering cross-training opportunities that may help in building versatile skills and the internal talent pools.
Fostering a culture of recognition and communication may act as an essential tool for Arinza Hotel in addressing the communication gaps in the organisation. This would include, encouraging regular, real-time feedback and the recognition from managers. The organisation can use multiple communication channels, such as, messaging apps, internal newsfeeds, to ensure transparency and that the employees feel heard. A positive culture in an organisation acts as the fundamental pillar for communication, exemplary leadership, along with playing an essential role in fostering employee motivation and engagement in the work environment (Ciavaldini, 2024).

Conclusion

In conclusion, this portfolio helps in understanding the skills, behaviours, and knowledge of an effective People Manager. The portfolio mainly focuses on the people managers at the chosen organisation at the Arinza Hotel. After the completion of the portfolio, it can be noted that an effective people manager needs knowledge in terms of understanding the policies and theories, skills such as communication, training the subordinates, and resolving conflicts within a team. Moreover, the main behaviours that a people manager must undertake are integrity, empathy for guiding their team, achieving the goals, and fostering growth in the team. Additionally, this portfolio also presents how the HR processes support the management of the employee performance in an organisation. Lastly, it discusses the current issues and challenges with people management that the managers often face. The key issues that are being discussed in this portfolio are communication and connection, employee well-being and performance rates, and skill gaps.

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