Leadership & Management in Contemporary hospitality

CONTEMPORARY
LEADERSHIP AND
MANAGEMENT
HOSPITALITY

Table of Contents
INTRODUCTION...........................................................................................................................4
LO 1.................................................................................................................................................4
P 1 Different classical management theories..........................................................................4
P 2 Role of the leaders and different leadership styles...........................................................5
P 3 Review of Management and leadership style...................................................................6
P 4 Internal and external factors that influence the management styles and structure...........7
LO 3.................................................................................................................................................8
P 5 Hard and soft skills of the leadership and management...................................................8
P 6 Future management and leadership skills........................................................................9
LO 4.................................................................................................................................................9
P 7 Change management system and leadership in implementing change............................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Leadership refers p the art of directing, motivating and set a vision to the group of people
as they follow that vision and direction. Whereas the management is the art of managing and
controlling the operation of the organisation and direct the employees of the organisation
according to the set principles and values of the organisation. This report of the leadership and
management is based on the Marriott, which is a multinational hotel and operated in a hospitality
industry. This study will include the different classical management theories that can be applied
in the hospitality service. Also, will explain the roles of the leaders and different leadership style
that can direct and motivate people effectively. This report will further review the management
and leadership styles in the hospitality service sector. Significance of the external factor that
affect the organisation, will also be explain in this file. Hard and soft skills of the management
and leadership will also be referred in this study that can help the employees and organisation to
obtain its target. In this study, will be analysed the future management and leadership skills
required in the hospitality industries to increase its profit. Lastly this report will compare he
different service industries change in management and leadership styles.
LO 1
P 1 Different classical management theories
Management is the set of process that help to smooth running of the complicated business
system of people and technology in the organisation. To increase the sales and profit of the
Marriott, to effectively manage their operation, company can apply the different classical
management theory that can help the organisation. These theories are as follows:
Frederick W. Taylor- Scientific Management:
This scientific management theory of the Taylor focusses on the best mode to perform the
activity in the organisation which is the research method. His research method gives the best and
the structured way to acquire and manage the employees and large production in the company.
This theory is basically implemented at all level of the management. There are many principles
involve in scientific management theory like select, train, teach and evolve the employees
scientifically, cooperate with the employees, divide work and duty almost equality among
management as well as employees within the Marriott (Hallinger and Hammad, 2019).
Max Weber- Bureaucracy Management:

This also a classical theory of management . This is based on the hierarchic degree and
responsibilities in order to maintain the efficiency and power of the employees that help to
manage the work of the organisation. It is the ideal model to manage and administrate in an
organisation in order to bring the powerful organisational structure. This theory of the
bureaucratic consist dome of the principles such as task specialization, formal selection of the
employees, rules and requirement in the organisation, career orientation and etc. that can help the
Marriott to its effective management.
Henri Fayol- Administration Management:
It is another classical management theory. Which include the different components of the
management that can help the Marriott in their proper and effective planning of the process and
strategies which are planning, organising, commanding, coordinating, controlling these elements
of the Fayol’s theory can improve the management efficiency of the management at all level of
the Marriott (Harper, 2018).
P 2 Role of the leaders and different leadership styles
There are different roles of the leaders in the Marriott company and the role of the leaders
is now influenced by the digitisation in the company. As it helps to reduce the working time and
give ease to the leaders. Roles are:
Motivating employees: As the one of the main roles of leader is to motivate their employees in
the Marriott so that they can effectively work.; and with the help of the digitisation, become easy
to motivate as the work become easy to do for employees.
Guiding employees: Another role of the leader is to guide their employees to understand their
job role and provide direction to accomplish the work. And with the digitisation leaders can
clearly direct their employees via telephonic communication as well and this influence the role of
the leaders.
Formulate the winning strategies: with the help of the digitisation, leaders can be now fine
different way and ideas from the different level that help to make winning strategies for the
Marriott. And this is the role of the leaders to make strategies so the employees can follow it to
complete target within the time.
Leadership styles
As there are the various leadership style that can be applied in the Marriott to direct and
motivate their employees such as autocratic, Democratic, Strategic leadership, transformational,

team leadership and etc. all these styles are applied according to the situation and on the basis of
the organisation. All these styles are influenced by the digitisation as Digital technology like
utilization of mobile application influence on leadership style and work in positive manner like:
flexible working, manage people, embrace diversity, expand market, training activity etc. within
the Marriott (Haveman and Wetts, 2019).
P 3 Review of Management and leadership style
As there is the different classical management theory available and Marriott can be
applying in their organisation and can increase the management efficiency at all level. From the
different management theories, Marriott apply the Management theory of the Henri Fayol that
give the proper and effective manner to plan and manage the organisation by providing different
components of the management. And all these components are affected by the digitisation of the
company.
Planning: Through the digitisation manger get the help to schedule and plan each and every
operation process with the help of the computer.
Organising: From the proper planning, managers get the detailed information about the available
resources and determine which resource need to completing the task. Through the telephone
manager can bring and ensure necessary resource (Frankel and PGCMS, 2019).
Commanding: with the help of the digitisation manger give command their employees from the
long distance as well to follow their direction.
Coordinating: Digitisation improve the coordination of the employees. And help each other to
their work and respect each other's views.
Controlling: Manager of the Marriott hotel control all the activity of the employees and evaluate
it and control them as to provide best experience to the customers.
In the Marriott company, they apply the Transformational leadership style. As according
to this style leaders always to initiate the change in the organisation. As Marriott is a well-known
and popular hotel that have to make changes according to the demand and interest of the
customers. So, this transformational leadership style helps them to make changes and implement
innovative and creative ideas and planning for the customers to increase the demand of the
company in the market.
LO 2

P 4 Internal and external factors that influence the management styles and structure
There are some external and internal factors that affect the management style of the
Marriott and also influence the management process in the organisation.
External Factors
Complex business demand – The complex business demand in the market affect the
management style of the Marriott as they have to plan and make strategies as according to the
demand of the hospitality services. And make changes in existing management strategies
(Huertas-Valdivia, Gallego-Burín and Lloréns-Montes, 2019).
Alignment of financial and investment management – Another factor is to make the align of the
financial and investors. Management of the Marriott have to ensure the availability of the finance
in the company in order to bring investors that can fulfil the rest of the financial resource in
Marriott.
Globalisation – Increasing globalisation in the country also influence the management as the
different people have different choice, demand and interest this affect the management so that
they can fulfil the demand and interest of the most of the customers.
Internal Factors
Internal relationship – Internal relationship like relationship among the employees and between
the employees and management. Management have to plan strategies, and organisation culture
that improve the relationship of the employees so that they can help to provide high satisfaction
to the customers.
Managing diverse talent – As the Marriott is a multinational hotel which have different range of
talent that some create the conflict as they have different culture values. To manage the diverse
range of the talent in the organisation so that they give different cultural information to their
clients (Sousa and Rocha, 2019).
Stakeholders – Some internal stakeholders like employees, managers affect the management as
they do not get the results from the Marriott. So, the management have to make changes in their
strategies according to them.

LO 3
P 5 Hard and soft skills of the leadership and management
Hard skills are those which can be teachable and can be easily measured in order to make
improvement in the different skills. Whereas the soft skills also refer the interpersonal or the
people skills. In order to operate within the hospitality industry Marriott employees must have
these skills to deal with different customers and to solve the problem.
Hard skills Soft Skills
 Proficiency in foreign language, that
can help Marriott company to deal with
different customers from different
country.
 Computer programming is necessary
for the management and leadership that
they can accept the orders and give the
online offers to their customers and
bring more customers to the hotel.
 A degree or certificate help the
management and leadership of the
Marriott that can easily recognise in the
company and increase the trust in the
hospitality market.
 Effective communication is soft skills
that must have in the management\ and
leaders of the Marriott to influence the
customers, employees, and investors, so
management and leadership can
effectively work.
 Leadership skill is helpful for the
leaders of the Marriott to motivate, and
direct and guiding the employees of the
Marriott which helps to provide good
experience to the visitors
 Team working skill help the Marriott to
effective working within a time, as they
help each other and respect each other’s
view in the company (Bates and
Morgan, 2018).
The importance of the soft skill in the hospitality industry is continuously increasing. As
it involve the communication skill, leadership skills, time management skill, team working skill
and many more, this help the hotel to deal with any customers and also to influence them to visit
and enjoy the stay at the hotel.

P 6 Future management and leadership skills
There are many skills and competencies that need to be develop by the manager and
leaders of the Marriott organisation to operate in hospitality sector. That can help the Marriott to
increase its productivity in the market by giving the best services to the customers from the
different region. And also, to manage and effective planning for the future demand of the market.
Future skills for management
Effective communication – Management of the any hotel such as Marriott must improve their
communication skills. A it is very important to have effective communication to attract and
influence more visitors and investors in the company (Hendarman and Cantner, 2018).
Training and development – Management of the Marriott have to develop its training and
development program so that the employees of the company can satisfy the need and demand of
the customers in future.
Decision making – Management must have to improve their decision-making skill, to take the
effective decision for the future growth of the company.
Future skills for the leadership
Problem solving – Leader of the Marriott will have to improve their problem-solving skill so that
leader can solve the problem of their employees via different innovative and creative way.
Technologically savvy – Leaders of the Marriott have to be skilled in the technology the help to
advice their team and this can meet the IT and other type of the technical skill (Steiss, 2019).
LO 4
P 7 Change management system and leadership in implementing change
The comparison is based on the two organisations namely Marriott and TUI, how
they manage the change in their organisation.
Marriott Novotel Hotel
To manage the change in their organisation
Marriott, apply the Kotter's change model that
help to manage change with effective
leadership in the organisation.
This include the 8 stages of mange change,
with this first leaders how their employees
Novotel hotel apply the Lewin's change
management model in their organisation to
manage the change with having effective
leadership.
This model helps the Novotel company by
providing three steps which is unfreeze, in

need of change then build the coalition, after
that develop the plan to define change. After
that involve everyone into plan, then work to
reduce hurdles and focus on the short-term goal
and after change and the stability to maintain
change for long time.
these leaders manage the change by accepting
core beliefs of employees and then leaders
focus on the change then lastly in the refreeze
stage add the change in their organisation that
help to manage all the changes and manage
leadership (Hayes, 2018).
CONCLUSION
From the above study it has been concluded that leadership and management both are the
different things and they both play important role in the all service sector. It also been concluded
that from the different classical management theory that help the Marriott organisation to
manage their operation. And the different role and leadership style of the leader also help the
Marriott to effectively lead their employees and direct them in order to meet the market demand.
Also, been concluded that different external and internal factor affect the Marriott and
management and leadership style that it follows. Also, been analysed the difference between the
hard and soft skill that are needed by the management and leadership in Marriott for the future
improvement to bring more customers.

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