Managerial Skills and Hospitality Career

This assignment examines the importance of managerial skills in the hospitality industry. It analyzes key skills such as leadership, communication, and problem-solving, highlighting their relevance to achieving success in this field. The document emphasizes the interconnectedness of personal and professional development within the context of a hospitality career.

The Developing Manager

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Different styles of management........................................................................................1
1.2 Leadership Characteristics................................................................................................2
1.3 Communication processes in Marriott and Thomas Cook...............................................3
1.4 Analyse organisational culture and change in selected businesses..................................4
TASK 2............................................................................................................................................5
2.1 Own management skills performance..............................................................................5
2.2 Analysing personal strength , weaknesses, threats and opportunities..............................6
2.3 Setting and prioritising objectives and targets for developing own potential..................7
TASK 3............................................................................................................................................8
3.1 Leading and motivating team for achieving an agreed goal or objective.........................8
3.2 Justifying managerial decisions which is made to support achievement of goals...........8
TASK 4............................................................................................................................................9
4.1 How own managerial and personal skills would support career development................9
4.2 Reviewing career and personal development needs to produce development plan ......11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Management is considered as one of the essential department of each and every
organisation because it is responsible for managing all the operations happening there. Managers
are responsible for handling these activities (Bloom and et. al., 2010). They are the only one
who recruit skilled work force and after that leaders come into picture who provide effectual
training to the newly hired workers so that they come to know about their job roles and
contribute effectively in attaining aims and objectives of venture. The present report is
segmented into different parts whereby comparison of management styles of employers working
within Thomas Cook and Marriott has been explained. In addition to this characteristics of
leadership is also discussed in detail. Apart from this process of communication has been
highlighted in this project showing how workers communicate with each other.
TASK 1
1.1 Different styles of management
In every organisation leaders and managers have there own style of managing the
employees, Different ways to use the subordinates at the working place is known as management
style. There are two different companies who works in the same industry but have different style
of working.
Organisations Style of
working
Marriott Thomas Cook
Magisterial style of working
In such situations, managers
and leaders take the decisions
by themselves and don't
consult it with subordinates
which de-motivates the
employees of the company.
This organisation sometimes
also does the same thing where
decisions already been taken
by the managers and leaders
which increases the conflicts
between the team and the
seniors.
In Marriott, Managers and
leaders tries to decide what is
best and what is not for the
In this organisation as well
they keep an eye on the growth
of the individual in the
1

Working style in paternalistic
way
employees of the organisation
and for the organisation itself.
So that the worker don't take
the work as burden and stay
motivated.
company at the same time for
the organisation as well. That
keeps the workers and
enthusiastic and stress free
while working.
Democratic style of working
Leaders and managers accept
the feedbacks from the
employees or subordinates of
the firm for the best results
that keeps relation in both the
firm and the employee clean.
Feedbacks are being taken
from the employees by the
Managers and leaders if they
need any change or if they are
working to change something
which helps them to resolve
the issues.
Policies for Employees This organisation refers to the
policy as “Assurance of fair
treatment to all”. They try to
treat the employees as they
like to get treated at the
workplace.
Thomas cook company tries to
keep there management strong
by bringing different policies
according to the employees
needs depending on the ability
of the individual.
1.2 Leadership Characteristics
A leader is the one who does not manages but leads an organisation or a group people
with a clear visionary mission for a set goal to achieve it in best possible way in efficient time.
Both of the firms Marriott Hotels and Thomas Cook usually follows the same rules for success.
 Challenges the Teams: Leaders challenges there teams to do the best of what they can
do in a frequent manner and once they achieves set goals then it is a role of a leader who
celebrates the success of not his or her own but of the subordinates (Frost and
Wallingford, 2013).
 Development of one individual: According to the situation of the current environment of
the markets as technologies does keeps on changing where a competitors adapts those
changes very frequently so a leader tries to make the subordinates familiar with those
2

technologies that keeps them updated and give training when needed or in a period of
time to keeps the firms running in the market without any difficulties.
 Courage and patience: It takes guts to stand alone when you have to take decisions
which should be profitable for the firm, the employee and for the customers as well
where patience keeps the leader warring until and unless achieves the set goal which
shows the characteristic of a great leader.
 Representing the Firms: J.W Marriott Jr. leader of Marriott Hotels and Frank Meysman
of Thomas Cook are the one who represents the organisation. They are the face for both
of the companies which comes into the seminars, meetings and in front of the people of
outside world. They takes the decision for the betterment of organisation that keeps
business running in the current market to make profit at its maximum.
◦ Evaluate communication processes in selected businesses.
1.3 Communication processes in Marriott and Thomas Cook
Communication is the connection and relation between two or more than two medium.
This report will assess communication pattern in Marriott Hotels. Marriott Hotels follow
informal communications because formal communication is where orders flow top to bottom and
information flow bottom to top (Harvey, Reiche and Moeller, 2011). Nowadays pattern of
establishment of connection between departments has been changed and subordinates also send
their requirements what they want and top management also take suggestions in their decision
making process. Selected organization does verbal and non-verbal communication with its
employees such as regular verbal connection like greetings, asking about their work life,
ambitions etc.
Medium to connect with customer company uses several methods like print media, digital media
like TV & Internet with their advertisement.
Thomas cook
Way of connecting with team members in this business house is depends on situations for
example sometime it is formal and other time is informal. In Formal communication they make
business strategies and send required orders to execute them and in informal communication
suggestions to be invited for effectual decision making. They setup an easy going verbal
communication so that everybody can take part in business activities so employees learning and
employer's earning should grow . Thomas cook is connected with its consumers by their
3

promises which they promised to its customers through advertisements and by quality of their
services.
Comparison of Communication Process of above two Businesses
Marriott Thomas Cook
They use most of informal communications. Although they uses formal communications
very often.
Verbal method of connection managers of hotel
use mostly like invite ideas and encouraging
employees to be participative.
Whereas this concern use non verbal
communications and looks for ideas by formal
type of communication.
Proper two way communication seniors
established between them and their employees.
Communication system is both ways upward
and downward as well.
Barriers of Communication
These are as follows:
 Use of Jargon: use of complicated and technical terms regularly.
 There are various differences in cultures, perception and values.
 Lack of attention is very common in bad communication.
1.4 Analyse organisational culture and change in selected businesses
Organisational Culture is assessing values, sharing assumptions to govern that how
people will behave in organization. These sharing information direct employees in which manner
they dress, act and perform their job activities (Holten, Bøllingtoft and Wilms, 2015).
Organisational Culture of Thomas Cook:
Concerning firm sets up his internal culture on the basis of following terms:
 Pioneering our Future: company establishes environment where goal of individual and
firm could work combined for better future opportunities.
 Obsessed with Customer Service: This entity is focuses more on customer oriented
services like hotels, restaurants, airlines etc.
 United as One Team: In every department individuals have their own mission associated
with their task but every employee work for single vision of company.
4

 Result Oriented: Takes decision on basis of results.
Marriott:
Inside environment of this follows few basic points:
 Put People on first Priority: Maintains employees interest associated with their job by
taking care of their need and then they will care customers after all.
 Excellence Persuasion: Make employees understandable who work for excellence of
services they are providing.
 Embrace Change: Change means top management keep an eye on changes are coming in
technology and come them into action who will became customer driven later on.
 Act with Integrity: Running business is necessary but only with value that ensures that
business activities wont hurt customer emotions. Value based activity they pursue (Idris,
2014).
Comparison between Organisational Culture of Marriott Hotels & Thomas Cook
Thomas Cook Marriott
Focuses on improving better work environment
in future.
Deals with excellence persuasion of current
action that will ensure opportunities ahead.
Working as team to achieve company goals
and focus on employee's loyalty towards entity.
First priority is customer satisfaction and
assure customers that best quality they will be
served.
Characteristics of organisation behaviour is
result orientated who forces them to work for
future.
Believes in bringing change in current
environment who will change their future.
Generates more focus on services that it should
be good.
Customer should be satisfied.
TASK 2
2.1 Own management skills performance
There are various skills present within managers so that they can carry out all managerial
tasks and roles in effectual way. It is essential to evaluate all personal skills as this assists in
5

understanding own requirements and needs in best manner. An assessment of my skills regarding
to the managerial skills is stated below :
 Leadership skills : I personally believe that I consist of good leadership attributes as I
have received many opportunities where I can lead other people or my colleagues at work
place . In my office work is performed within a team and I was the team leader so, I have
given my best in inspiring my associates and encouraging them to achieve the
predetermined goals. Thus, I can say that my leadership skill is so good.
 Personal skills : This characteristics consist of interpersonal, communicational and
motivational skills. I am closely connected with person around me so I can say that my
interpersonal skills are very strong. Not only my friends and colleagues used to share
their information and ideas with me very easily but I can also talk and connect easily with
strangers. This is the beauty of managers and I believe that this art is present in me and I
can use this well when I receive any opportunity of bring a manager (Bloom and et. al.,
2010).
 Organisational and planning skills : I can plan my works in advance and I am also sure
that I can design schedules and follow that appropriately in order to make sure that I can
complete my task in adequate and timely fashion.
 Qualification and technical abilities : I have done masters in business so I can say that I
am a qualified person. Apart from this, I have good technical skills also.
 Creative skills : I am very creative in nature as my thinking power is very strong. I
quickly think and create innovative plans.
2.2 Analysing personal strength , weaknesses, threats and opportunities
While working as an assistant manager of Clayton Crown hotel, I have analysed my personal
strength, weaknesses which is described below :
 Strengths : One of the biggest strength is my communication skill as I speak fluently in
front large number of people. Person also understand my expression easily and give
responses to me. In addition to this my confidence level is also very high. I can do any
new job in boldly (Li and Scullion, 2010). I also has ability of quick learning so I can
deal with any kind of situations by understanding that instantly. These all strength aids
me from overcoming all of my challenges.
6

 Weaknesses : In every one there exists some weakness. I also have some weak factor. I
am short temper in nature and get easily aggressive in some condition from which I am
not happy. Apart from this, my patient and tolerance level is very low. I immediately get
irritate from any thing. This is not good for my career. So, I need to eliminate these
weaknesses effectively in order to achieve success in my life.
 Opportunities : One opportunity that I have from my career perspective is to improve my
professional and technical skills. Furthermore, I can learn new abilities and skills from
my education. Besides this, I also have a golden chance of learning and developing
manager skills that I presently do not consist of. This will assist in making my career as a
good manager.
 Threats : Now the world is converted into battle field where every one desires to remain
at first position. So, the corporate region is full of challenges and difficulties. I can see
that so many threats are present in the hospitality sectors as each and every person is
talented in this field. So, competition is rising and I need to prepare myself as a good
manager in order to maintain a good position in market place.
2.3 Setting and prioritising objectives and targets for developing own potential
In order to develop my strength and minimising my weak factors, I require to prioritise
my objectives and targets. As being an assistant manager at Clayton Crown Hotel, it is necessary
for me to learn and work on managerial skills so that I do not face any kind of problem in my
professional life in future. For doing this, I need to set objectives that should be specific,
achievable, measurable, time bound and also realistic in nature. These all characteristics should
be present in my aims and objectives so that I can attain those in best possible way and can
evaluate or measure my success. Some of the significant objectives designed by me are listed
below :
 My first target is to learn managerial skills efficiently (Proctor, 2014).
 By the end of this year, I have to join a training course so that I can improve my
leadership abilities.
 By the end of February, I also have to attend a training class where I can enhance my
communication skills and make it more effective.
 In addition to this, I will do an extra vocational course so that I increase my learning on
the hospitality industry.
7

 I will also learn how to use various tools and software that are utilised in business of
hospitality by March.
TASK 3
3.1 Leading and motivating team for achieving an agreed goal or objective
As I am working for Frankie & Benny's restaurant and I am going to lead a new
restaurant in Stratford at London, I have to lead and motivate my team members for achieving
predetermined targets and objectives,.Some of the activities that can be used by me for doing the
same is described below :
 Team building : For any successful venture, it is important to build a knowledgeable team
as per the standard of benchmarking. Considering this fact, I would create an effective
team and provide them training and development programmes so that they get better
experience of work and do their jobs easily. At this time, I need to make sure about all the
skills and qualifications of my associates so that I put them in that group where it is
proved to be fruitful (Frost and Wallingford, 2013).
 Motivation : In order to enhance the moral value of my staff, require to make some
appraisal programmes where I will provide them awards and prizes as per their
performance. In addition to this, I can also given them some incentives gaining activities
where they have the opportunities to earn more money apart from their basic salary by
doing extra works from their homes. Besides this, I should consider Maslow hierarchical
needs theory that assists me in knowing about social, physiological, esteem and safety
needs of my workers. This would proved to be very helpful at the time of taking
decisions regarding salary, working environment development, position, treating
employees with equity, etc. By this way, I can get familiar with views of my associates
and work in accordance with that (Smith and Dodds, 2017).
3.2 Justifying managerial decisions which is made to support achievement of goals
For running the new restaurant effectively, I have to make several decisions for making
the functional and operational process more effectual. Key decisions taken by me in order to
manage products and services are listed below :
 Strategic planning : For operating an enterprise, it is necessary to develop and enforce the
planning in a specific time period. I have the responsibility of taking care of all the
8

activities and processes. In addition to this, task of allocation of jobs to every worker is
also done by me. I would evaluate the past operations of this corporation and find out the
issues that were impacting on their performances. By analysing this, I will take decision
so that I can make modifications in the processes of communication, monitoring and
delivering mode of services. Besides this, I would also consider the feedbacks of
customers while taking any kind of decision in order to prepare food products as per their
taste and preferences. This will helps me in attracting large number of customers towards
my restaurant and can earn large sum of profits.
 Relationship building : The relationship between management and employees plays an
eminent role in maintaining the overall services. For creating positive relationship among
them, I arrange meeting and get together for them where they can give their ideas and by
this way, they also get familiar with each other. In addition to this, I also ought to respect
and support my associates and peers so that they can trust on me and work in according
to my orders. This as a result helps in achieving the desired result.
 Recommendation : For crafting improvement in management tactics and meeting
objectives of firm, I can suggest managers of Frankie and Benny's restaurant to
concentrate on requirements of their potential customers and provide training to the staffs
as per that so that they can satisfy them. The working environment of enterprise is better
but the management is loosing control and delegation of authority to the appropriate
person. For doing this, employers and supervisors requires to gather real time feedback
from work forces and consumers in order to determine the issues and making the plan for
resolving this as fast as possible. Apart from this, venture can ask for the
recommendation to the users so that they can encourage the standards of their goods and
services.
TASK 4
4.1 How own managerial and personal skills would support career development
I am looking to make my career in industry of travel and tourism such as Thomas Cook
of UK. It consist of many opportunities of where an individual can gain higher position by
contributing in culture of organisation and by adopting the direction and procedures which is
proposed by management. For this purpose, it is important for me to have some managerial
9

power and attributes so that I contribute and recognise own self as top management. Some of the
key skills that is needed for managerial activities are stated below :'
 Communication skill : If I want to work in travel and tourism industry, I should have
good communication skills as I have to interact with regional and international travellers.
After self evaluation, I can say that I have good command over non – verbal and verbal
communication that would assist me in interacting with people who are from different
culture. This skill plays an important role in personal and professional development. This
also helps in building good relation at working location and in turn I can sustain a good
position. Although , I need to improve my verbal communication as this supports me
while dealing with customers of global level. For this, I have learn different languages.
 Leadership : For gaining higher position and fame of top management I need to focus on
my leadership skill. I should know better how to deal with people of different nature and
behaviours as team members are of diverse culture. I have knowledge about leading the
groups as I have accomplished my training projects with my team and managed them in
effective manner. This characteristic would support my business or career as my learning
this, I can take better decisions and show them right direction so that they can achieve
their goals.
 Time management : In all the sector, management of time is playing a vital role. In this
scenario, control on time is also essential. In industry of travel and tourism like Thomas
Cook, all the activities or services should be delivered on right time. If this is not done,
then customers get angry and would never visit that enterprise again. So, time
management is very necessary in this filed. I have poor time management skill that
requires to be improved soon for achieving the wished designation in tour and travel
organisation and assists in meeting the objectives in both personal and professional
context.
 Adaptability : The working environment is changing on continuous basis as standard of
services and globalisation is increasing with time. Now this is important for me, to
upgrade my adaptability skills so that I can make changes as well as generate more
opportunities for exploring my personality. This skill assist me in working as per the
environment by raising my adaptability quality and also promote me to learn different
activities and I can secure a good career in travel and tourism industry.
10

4.2 Reviewing career and personal development needs to produce development plan
My personal and professional development plan is very much linked with one another. I
have already carried out my personal assessment where by I evaluated my characteristics,
capabilities and abilities. On this basis, I have explored my personal needs that is also important
for my career development. In order to meet those personal as well as professional objectives, I
need to concentrate on the set of skills that are necessary for using the resources and completing
the tasks. For obtaining high position at working location, I require to make improvement in
following skills. For future development and planning, I would undertake following proposed
plan :
Objectives Time line Actions taken
Team forming skill 30 days To start working in a practical
environment and needs to
interact more with my
colleagues and associates.
Communication 60 days Need to join communication
classes, seminars, etc. and also
should take part in
presentations actively.
Free of stress 65 days Require to join mediation and
yoga classes, getting support
from members of group.
Leadership 120 days Focus on leading people and
reading the online articles.
Time management skills Continuous learning Need to join courses and
reviewing past activities of
organisation
Issue management skills Continuous learning Learning from people around
11

From the above based developmental plan, I should focus on those skills as these all
helps in making a good career in tour and travel industry. Besides this, I also should focus in
converting my weaknesses into strength. My short term goal is to work in Thomas Cook so that
I can gather some ideas by working from there and can apply those in my own restaurant. My
final aim and goal is to open a restaurant of my own and earn huge sum of profits from that. I am
hoping that after attaining some real time experiences of work in this industry, I will be in a good
position to understand the requirements of a restaurant. Hence, I can arrange such services in my
corporation so that I can seek attention of large numbe (Harvey, Reiche and Moeller, 2011)r of
customers towards my new business. I will try best in serving my guests in proper manner in
order to gain their trust. Therefore, I can say that my personal and career development plans will
go in a long way and are extremely interrelated with each other.
CONCLUSION
From the above based report, it can be summarised that managers are the soul of every
organisation as almost all the work is handled by them alone. Without them, a company cannot
operate or run. A comparison of managerial skills has been done in this assignments. In addition
to this leadership skills are also highlighted here. These all characteristics helps in making my
career in hospitality industry. I need to focus on these skills as this contributes a lot in my life.
12

REFERENCES
Books and Journals
Bloom, N. and et. al., 2010. Why do firms in developing countries have low productivity?.The
American Economic Review. 100(2). pp.619-623.
Frost, D.E. and Wallingford, V., 2013. Experiential learning for developing managers: a
practical model. Journal of Management Development. 32(7). pp.756-767.
Harvey, M., Reiche, B.S. and Moeller, M., 2011. Developing effective global relationships
through staffing with inpatriate managers: The role of interpersonal trust. Journal of
International Management. 17(2). pp.150-161.
Holten, A.L., Bøllingtoft, A. and Wilms, I., 2015. Leadership in a changing world: developing
managers through a teaching and learning programme. Management Decision. 53(5).
pp.1107-1124.
Idris, A., 2014. Flexible working as an employee retention strategy in developing countries:
Malaysian bank managers speak. Journal of Management Research. 14(2). p.71.
Li, S. and Scullion, H., 2010. Developing the local competence of expatriate managers for
emerging markets: A knowledge-based approach. Journal of World Business.45(2).
pp.190-196.
Proctor, T., 2014. Creative problem solving for managers: developing skills for decision making
and innovation. Routledge.
Smith, B. and Dodds, B., 2017. Developing managers through project-based learning. Taylor &
Francis.
13