Leaders and Managers in the Service Sector: Managing Talent Across Different Age Profiles

This report explores how leaders and managers in the service sector, specifically Marriott International, Inc., are responding to managing talent across different age profiles. It discusses different classical management theories, the role of leaders, various leadership styles, and factors influencing talent management. The report also highlights the structure of talent management and the importance of talent management in the organization.

How Are Leaders And
Managers In The Service
Sector Responding To
Managing Talent Across
Different Age Profiles

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Different Classical Management Theory....................................................................................3
Role of leader and different leadership style...............................................................................3
Different management leadership style used in Marriott............................................................4
Comparison between leadership style used in the organization..................................................5
Different management and leadership style used in Marriott....................................................5
Talent management and factor affecting the same......................................................................5
Structure Of Talent Management................................................................................................7
Factor influencing talent management in Marriott......................................................................7
Changes at the time of managing talent management.................................................................8
Soft and hard leadership skill......................................................................................................8
Future skill need to develop........................................................................................................9
Importance of Talent management............................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Leadership is the art of motivating a group of people to act toward achieving a common
goal. The chosen firm for this report is Marriott International, Inc. which is an American
multinational diversified hospitality company that manages and franchises a broad portfolio of
hotels and related lodging facilities. This report highlights different classical management and
leadership styles and role of the leader. After that, report highlights an internal and external
factors that affect the leadership and management style. Lastly, study will explain the hard and
soft leadership skill, along with the current and future leadership skill require in an individual
MAIN BODY
Different Classical Management Theory
There are three different type of classical management theory in general namely Administrative,
scientific and bureaucracy classical management theory.
Administrative Management Theory: This is the type of the theory in which different
department are form in an organization. In simple words, Administrative theory generally looks
to identifying different task which can be performed to achieve the common goal of a company
for long run. After that on basis of identified activity different departments are forms so that
different task can be accomplished easily in the organization (de Gennaro, 2019).
Bureaucracy Management Theory: Bureaucracy Management theory is a theory which
is governed by two different principle in the market. First principle is related to the structuring of
an organization into a hierarchy structure. At the same time other element helps to clearly
defined the legal decision making rules.
Scientific Management Theory: Scientific management theory generally looks at
improving the worker's productivity. In simple words this theory used to understand scientific
study behind the task and also state that worker are responsible for carrying out the same task at
workplace. These theory looks at all the resources which are required for worker to improve the
efficiency. At the same time, the theory is also criticized for making assembly like atmosphere in
the organization (Divya and Suganthi, 2018).
Role of leader and different leadership style
Leader at the workplace generally used to change the flow of the different task which are
carried out by the employee. As leader generally used to play the role of influencer, as they

influence the work of the employee in a way that it help the company in achieving organizational
goal. As leader are the one who used to pass on the different information of the management to
the manager and also put the views of different employees in front of management of Marriott.
In performing the same role Leader at Marriott hotel uses different leadership style. Some sort of
leadership styles are as follows:
Transformational leadership style: It is the type of leadership style in which leaders
works with subordinate in an organization to keep motivate or encourages employee at Marriott
in order to achieve the goal efficiently. They generally used to encourages employee by working
with them and try to bring good sort of innovation within the organization (Leadership styles,
2020).
Transactional leadership style: Transactional leadership is another type of leadership
style used in Marriott. Under this leadership style, follower in the organization influence the
work of subordinates by providing rewards for good performance in an organization. At the same
time, they also influence the work of subordinate through punishment if employees become rigid
or committing the same type of the mistake frequently.
Laissez-faire leadership style: These type of leadership style is not used in the Marriott
hotel, because it allows few management individuals or leader to make the decision and all the
subordinate have to respect the decision. That is why, Marriott did not comply with this
leadership style.
Different management leadership style used in Marriott
Looking at the management leadership style it is determine that there are two different
type of management leadership styles used at the Marriott. Both management leadership style
are as follows:
Democratic Leadership style: It is the type of the leadership style in which all the
employee in the organization are involve to make decision in the organization and also share
their opinion with each other (Koht, 2017). Generally all the employee in the Marriott hotel used
to make the different decision by there own to perform variety of the activity at workplace.
Transformational Leadership style: It is another type of leadership style in which Leader
at Marriott used to work with employee at workplace to improve the efficiency of different task
which has been performed in the organization.

Comparison between leadership style used in the organization
Performing Democratic and transformation leadership style in the organization used to
help the company in building good relationship with the employee in the organization, as
democratic and transformational leadership in the organization used to give a good sort of the
importance to the employee as well in the team (Maheshwari and et.al., 2017). At the same time
using these two type of leadership styles in the organization used to create the issue of employee
in the organization becoming rigid in the organization, as they are more depended upon the
support as compare to initiating the thing by their own at the workplace.
Different management and leadership style used in Marriott
Administrative Management style: It is the type of leadership style which is used in
Marriott, it is the leadership style in which different departments are made in the organization
and on that basis, different activities are carried out to achieve the goals of the business. Marriott
hotel generally used to evaluate the market and on that basis different activity which need to be
performed in the organization and decide the different department (Ramchandran and et.al.,
2016). Along with this, different department in the organization are allocated with the different
task which has to be performed by various department, all the task has been allocated in a way
that it used to help the company in attaining the goal of a business very efficiently. Leader
generally used to fix the communication and reporting authority to all the department, which
eventually aid the company to accomplish the set target in effective manner .
Transformational Leadership style: Transformational leadership style is the majorly
used leadership style in the organization. These is the leadership style in which all the leader in
organization used to work with the employee of the Marriott hotel and provide the information
about the way they have to work in the organization to carry out different operation. They also
pass different message to the employee in the system so that they feel motivated in the
organization which in turn leads to enhance the innovation and as a result, the company sustain
the brand image at international level.
Talent management and factor affecting the same
Talent management generally refers to the process of recruiting, hiring, retaining and
developing the most talented and superior employee available in the market or looking for the

job (Talent Management, 2020). There are different factor which influence the talent
management at the workplace. Some of the factors are as follows :
Internal factor
Structure of organization: It is the first internal factor which creates direct impact upon
the talent management in both positive as well in negative manner. As all the organization used
to recruit the employee in the organization who can be suited or positioned in a correct way in
the organization, if the structure of the company is most diverse and give good sort of the
responsibility to the employee in the organization (Steffek, 2016). This influence the talent
management in the organization in a positive manner. At the same time if structure of the
company is more centred around the management individual, this eventually used to bring
negative impact on talent management.
Strategies: This is another important factor which cause talent management, as strategies
generally depends upon the market trend which is prevailing in the market. For the same reason
to cope up with different strategies organization has to manage the human resource which
generally used to influence the talent management.
Leadership and management style: all the leader or the management in the
organization used to influence the work of employee in different way (Choi, Kim and Kang,
2017). These eventually used to demand the employee in changing the way of operation this
eventually used to influence the talent management in the organization in the negative way.
External Factor
Technological Factor: Technology factor are the external factor which influence the
talent management. As technology used to change on the regular basis in the organization. This
eventually used to create the variety of the different uncertainty in the mind of the employee and
also create the challenges to managing the talent within an organization.
Social Factor: Need and preference of consumer in the market generally changes on
regular basis. Thus to meet the same, organization should provide the training for the same
(Steffek, 2016). This eventually used to help the company in building good skill set of different
Human interest for long run. Therefore, it help the company in influencing the talent
management in the positive way in the organization.

Structure Of Talent Management
Looking at the structure of talent management in the organization it is dentified that a 5 step
model is being used in the organization. The process starts with planning, in which different
plan are made in regards of human resource require and skill which is require in it. After that
second step is attracting (Gandolfi and Stone, 2018), in which talent from the market are called
and attracted toward the company. In the third step of developing training is given to the
employee in the organization . After that organization looks to retain the employee for longer
period. In the end in fifth step transitioning of employee is generally consider.
Factor influencing talent management in Marriott
Internal Factor
Strategy: Marriott hotel generally used to change the different strategy at the workplace
on the basis of the different need which is prevailing in the market. This eventually used to help
the talent management structure of the company in seeing good number of the employee getting
better knowledge of different skill set (Łukowski, 2017). This help the human resource in
influencing the talent management in the better way.
Leadership and management style: This factor used to influence the talent management
in the negative way. As it is identified that Marriott hotel uses more employee centred leadership
and management styles which create the negative situation. Thus to overcome the same, proper
training should be provided that assist to identify the skills among employee.
Strength
This internal factor in the organization helps the company in building the workforce in
regards to the future strategy of a company and thus proper management style is used by the
company in the long run.
Weakness
Weakness of this factor is that it used to get difficult for the company is that these factor
used to increase the cost of the company. As changing activity according to the strategies will
eventually demands a good sort of the investments to be done by the organization.
External Factor
Social Factor: This factor influence the talent management and structure of talent
management in the positive way. As Hospitality sector generally used to see good number of the
consumer and they also have different needs and preferences, these eventually force the

management of the Marriott hotel in developing more multidimensional skill set among
employee. These eventually help the company in managing the talent management and structure
of the company in better way in the organization.
Strength
Strength of this factor is such that it help the company to offer variety of services to the
customers and this in turn attract range of visitors as well.
Weakness
Weakness of these factor is such that it gets very difficult for the organization to evaluate
the need of the customer so that on the basis of the same changes in talent management style or
structure can be brought (Hussain and Hassan, 2016).
Changes at the time of managing talent management
There are variety of different type of changes which are brought on the management
style at the time of implementing the talent management strategy. The first change which will be
brought will be the attitude change, as management style will look to have more strict
management style such as Bureaucracy management style (Jick and Sturtevant, 2017). if
employees faces difficulties in order to manage the same, at that time organization can use
Scientific management style in the organization in the long run.
Soft and hard leadership skill
Leadership and management styles soft skill are as follows:
 Communication skill: It is the first skill which is presented in all the management and
leader in the organization, because they communicate every aspect to the management
and employees. For example: hotel uses telephonic communication for informal
communication and take help of the email to perform the formal communication in
organization.
 Problem solving: It is another soft skill which is identified in the leadership and
management style of the company, as management of the company used to solve the
different problem by using a simple procedure (Choi, Kim and Kang, 2017). For
example: Marriott hotel generally call up the meeting in which all the senior authority
seat together and discuss about the issue which is being faced in the organization and on
the basis of the same, solution of the issue is being derived in the organization.
Leadership and management styles Hard skill are as follows:

Authority delegation: It is the hard skill which has been identified in the individual at
Marriott hotel. As it has been identified that variety of the operation which are performed in the
organization are performed by authority which has been delegated by the leader or the
management individual in the organization.
Legal Skill: It is another hard skill in which all the activities are carried out by the leader
or management in the organization and employees have to compiled with the same. This in turn
leads to manage the things in better manner and lead a company towards positive direction
(Veliu and et.al., 2017).
Future skill need to develop
There are many different type of skill which has to be developed by the leader and
management which will be helping them in the future context. One of the same is the safety skill,
which related to performing activity by looking at the health measure. Another skill is the
patience skill, as at the time of the heavy workload in the hotel, leader or manager may loose
their tempered. So it is very important for all the leader and management authority to have a
patient skill in them.
Talent management play the role of the motivator in the organization, As talent
management in the organization help the company in passing on the message to the employee
that organization used to care about them, this used to create good environment in the
organization (Łukowski, 2017). Talent management also have its own importance as a tutor in
the organization, along with this it help the company in retaining the employee and providing
good support to the training of the employee in the organization. Some of the support which is
provided by the talent management on training and retention are as follows:
Flexibility: Talent management in the organization used to build a good relationship with
the employee which eventually result in getting support from different employee at all the
changes. This sort of thing in the organization can help the company in providing training in
term of flexibility. As all the employee in the organization will be ready to carry out different
operation in variety of different flexible environment.
Technological knowledge: Talent management in the organization used to help the
company in managing and retaining the employee for longer period of time in the organization.
This used to help the company in having the better number to pass on the training, this will help
the company in developing good technological knowledge in better number of the employee.

Current management and leadership skill Communication: It is essential skill which is require by the leader in the organization in
current as well as in future also, this skill set help to build an environment in which all
the employee are clear about the work which they have to perform in the organization.
 Organization skill: It is another type of the skill set which is require in the current
scenario as it will help in improving the efficiency of different activity which is being
carried out in the organization (Hussain and Hassan, 2016).
Future management and leadership skill
 Safety skill: In the current scenario, health issue are increasing so leader has to make sure
that they are adopting safety skill so that different decision which are taken by leader in
order to considering safety measure.
 Time management and patience skill: These two skill also need to be developed and
the reason behind the same is identified that in the future era of competition it will be
very important for the company to finish the different operation on time in the
organization.
Importance of Talent management
 Talent management in the organization aid the company in maintaining and retaining the
employee for longer period of time in the organization. Also, talent management in the
organization used to help the company in developing good environment in which all the
employee can easily operate.
 Skill set are generally require to improve the efficiency of variety of the different type of
the operation which are being carried out in the organization. Also, this skill set help the
leader and manager in understanding the employee in better way (Gandolfi and Stone,
2018).
 Knowledge-based coaching is an approach which looks at adopting theories, knowledge,
and traditions from a whole range of disciplines. This sort of different skill set can be
develop by understanding the different aspect of the skill by going through the different
theories which are linked with the different skill set.

CONCLUSION
From the above report it has been concluded that there are different classical management
theory which are used by the companies in order to manage the things in better manner. Also,
study summarize the different type of leadership style and role of the leader which assist Marriott
to sustain the brand image and influence the employees to take part in order to attain the set
goals. After that, the report summarize the different type of hard and soft leadership skill which a
leader must posses so that they encourage employees to lead a firm towards a right direction.
Lastly, study concluded two future skills which a leader must posses so that the company will be
stay top in the competition with proper support of leaders and employees.

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