Business Management and Customer Service

This assignment provides a comprehensive analysis of Hotel Hilton's business management and customer service strategies. The report examines various external factors that affect the business, including customer needs and preferences, as well as internal aspects such as organizational structure and leadership styles. It also highlights the importance of effective communication and profit maximization through customer profiling.

HOW BUSINESS OPERATES

Table of Contents
INTRODUCTION.......................................................................................................................................2
TASK 1.......................................................................................................................................................3
1.1 Different types of public and private organization in UK..................................................................3
1.2 Different structures within businesses and reason for variation.........................................................3
1.3 Impact of local and global economic environment on selected business...........................................4
TASK 2.......................................................................................................................................................4
2.1 Importance of accounting for business concern.................................................................................4
5.1 Functions of HR department in business...........................................................................................5
5.3 Key features of employment legislations...........................................................................................5
TASK 3.......................................................................................................................................................5
3.1 Interpret the information displayed on profit and loss account..........................................................5
TASK 4.......................................................................................................................................................6
4.1 Self roles and others in team..............................................................................................................6
4.2 Describe aspects that support future training events..........................................................................6
4.3 appropriate use of different motivational theories in business activities............................................6
4.4 impact of various leadership styles on employees.............................................................................6
TASK 5.......................................................................................................................................................7
6.1 Impact of customer service on business success................................................................................7
6.2 Benefits of customer profiling to business.........................................................................................7
CONCLUSION..........................................................................................................................................7
REFERENCES..........................................................................................................................................7

INTRODUCTION
Business play a vital role in the environment where it is operating which is of dynamic n
nature. There are number of changes that are taking place and has to be evaluated in order to
accomplish final goals in set time period. The company included in this report is Hotel Hilton
that belongs to hospitality sector and operates in many part of the world. The assignment focuses
on different types of business organizations present in corporate world as well as importance of
accounting system. Apart from it, there are number of functions played by the HR department in
business.
TASK 1
1.1 Different types of public and private organization in UK
There are number of companies in UK, both private and public, and objectives of each of
them are different from other companies. On one hand, there are public companies whose
objective is to serve the public and to offer them best quality products and services without
discriminating amongst society. The prime objective of these companies is to swerve the people
and not to earn the profit. Some of public associations are described as follows:-
 Royal Dutch Shell
 Gamma Communications
 British Petroleum
On the other hand, there are private companies whose prime objective is to earn and maximize
its profits by satisfying the customer needs in the most effective manner. To serve the general
public is its secondary objective (Shenkar, Luo and Chi, 2014). Private companies, due to
immense competition existing in the market, try to deliver best quality products to their
customers. Some of the private companies are mentioned below:-
 IPMG
 Stemcor
 Swire
 John Lewis Partnership
Therefore, we can say that there are number of private and public companies in the market
with different objectives, sizes, scope and structure and they all serve and fulfil different needs
and requirements of the customers.
1.2 Different structures within businesses and reason for variation
Public companies and private companies are different from each other in various aspects.
From ownership of the company to management of the company, all things are different in
private companies as compared to public companies. Public companies are controlled by
government whereas closely held companies are owned and managed by one or more members
of the company. A list of differences along with basis of difference between private and public
companies are expressed as follows:-

 Director: A private company may have a sole director, whereas every public company
must have two directors. Company secretary: Private companies need not to appoint a company secretary unless
its articles require it to do so whereas it is compulsory for a public company to have a
company secretary to manage all the administrative matters of the company.
Share Trading: Shares of private companies are rarely traded as there is no established market
place whereas shares of public companies are openly traded in the stock exchange (Adjei,
Baffoe, Amofa and Agbamu, 2014). Shareholding: In private companies, most of the shares are held by the directors of the
company whereas in case of public companies, any person including government can
apply for issue of shares.
 Registered office: Both private and public company needs to register its principle place
of business with registrar of companies and it should be within the boundaries of England
and Wales. This principle place of business is known as registered office of the company.
1.3 Impact of local and global economic environment on selected business
Strategies of every business organization are widely impacted by rules and regulations of the
business environment. So it becomes very necessary for them to follow national terms and
conditions, norms and policies while formulating strategies. In fact, in or case, Hotel Hilton have
to face various internal and external forces because they are planning to expand their current
business across other regions in order to gain maximum profit by providing best services to the
customers. Some of the internal and external factors affecting hotel Hilton are global economic
environment, political environment, local policies of the regions and their term and conditions of
running the business in a smooth and efficient manner (Storey, 2016).
TASK 2
2.1 Importance of accounting for business concern
Every business organization have to perform accounting function in order to keep records
of all materialistic information that is of their interest. Funds are consider most important
resource for every business hence it is the responsibility of the management to make it optimally
utilized in order to gain high returns. Importance of accounting for business concern is described
as follows:
 Helps in minimizing company losses: There are number of activities that results in losses
for the company hence, if proper accounting system is maintained necessary steps can be
taken at the right time and extra losses can be minimized.
 Budget formulation: Budgets helps in regulating the future activities that will yield them
high profits to the organization. For instance, balance sheet is a most important

accounting instrument that highlights the financial position of the company therefore, t be
drafted in accurate manner.
 Accomplishment of final objectives: Proper management of accounting system is directly
inked in achieving ultimate vision and mission of the company.
5.1 Functions of HR department in business
HR department plays an important role in Hotel Hilton as they are consider building
block of the business organization. They have number of responsibilities that include
recruitment, selection, employee management and many others. Functions of HR department is
described below:
Recruitment and selection: it is the role of HR manager to recruit potential employee for the
business organization hence, they have to follow selections procedure in order to carry out this
process (Doppelt, 2017).
 Impart training and development programs: Every employee requires training in order to
enhance their knowledge and skills so that they could work with more efficient and
effectiveness. Thus, it is the role of HR manager to design proper training programs for
the employees.
 Designing motivating factors: The management must motivate their workers by devising
number of means so that they can contribute with more efficient in achieving the ultimate
objectives and aims of the company. Therefore, HR manager have to identify the
requirement of motivating their employees.
5.3 Key features of employment legislations
As employees are consider important resource of nay company as they align their
personal objectives with the organization’s aims thus, they need to be protected with any
violations and other problems. There are number of acts and regulations that are formulated
which protect the interest and rights of every individual which is working in the business
organization. Some are illustrated below:
 Health and safety act: It is the prime duty of the management of company to ensure safety
of the workers who are working there. For this, managers must guide their employees
regarding safety issues and keep a check on them. There are number of tools and
equipments that require proper usage therefore, correct handling is required.
Minimum wage Act: According to this act each and every individual members that is working
will receive minimum wages that has been set by the government so that they could earn their
basic needs and requirement of the life (Omar, Leach and March, 2014).
TASK 3
3.1 Interpret the information displayed on profit and loss account
The financial position of the business organization is described by the profit and loss
account which is prepared for the particular financial year (Dunning, 2014).

Thus. It helps in finding out the profits and losses that has been earned by the company
and take decisions accordingly. There are number of financial statement that are been prepared
under this which include balance sheet, income and expenditure statements that record all the
expenses and earnings of the company in that particular financial year. Hence, it is a very
important component that assists in finding out the actual position of the business entity in the
current market place. Hotel Hilton is a well-established business and is earning huge gains and
revenues. There are number of branches that located in several part of the world thus, all of them
different earning and financial statement according to the working level. Hotel Hilton have
increase its profit ration from 2016 to 2017 which is significant growth for them.
TASK 4
4.1 Self roles and others in team
Leaders have a prominent role in the business organization as they are the ones who
combine the efforts of every members in accomplishing final goals and objectives. Hotel Hilton
have proper system of team in which there are group of people who belong to that team and have
certain roles and regulations that are being played by them. The leaders lead that team who
continuously motivate the workers to work in accordance to the set norms and rules. Thus,
leaders are consider most important individual entity in the company as he contains lots of
abilities and capacities to coordinate the work of every staff members by aligning their personal
objectives with company’s goals and reach to the ultimate vision. There are number of
characteristics and skills that must be contained by the leaders that are influential behavior,
change agent, problem solver etc. Therefore, if these qualities are present in the leader’s behavior
than he could easily lead his team in proper direction (Ward, 2016).
4.2 Describe aspects that support future training events
Management of Hotel Hilton have to formulate number of training event to train their
staff members to work according to the set goals and objectives. Therefore, managers have to
focus on applying various motivational theories that include Maslow’ s theory of motivation, on
the other hand there different leadership styles that have its own advantages and disadvantages.
For instance autocratic leadership style do not allow subordinates to work according to them
whereas democratic leadership style provide full freedom to them.
Managers need to focus on various stages of team development which is divided into five
stages starting from forming, storming, norming, performing and adjourning. All this is a
sequence of phases that need to be properly formulated.
4.3 appropriate use of different motivational theories in business activities
Motivational factors plays an essential role in increasing the efficiency and
productiveness of the employees. It has been observed that motivated employees contribute with
higher effectiveness as compared to less motivated. Hotel Hilton adopts Maslow’s motivational
theory concept in order to motivate their employees by considering their basic, safety social
needs.

4.4 impact of various leadership styles on employees
Hotel Hilton follow democratic leadership style in which superiors allow their
subordinates to contribute their ideas and thoughts in decision making process. On the other hand
autocratic leadership style restrict the growth of every staff members (Gassmann, Frankenberger
and Csik, 2014).
TASK 5
6.1 Impact of customer service on business success
Customers are consider most important asset for the business organization as they
produce products and services for them. Thus, it become the prime duty for hotel Hilton to
deliver quality services to their customers in the market place. This helps in building the
conducive relationship with them so that they can retains for longer period of time. The
management system of hotel Hilton always formulate number of strategies in order to improve
the connection with their clients and satisfy their needs and wants.
6.2 Benefits of customer profiling to business
Customer profiling is consider most important aspect in success of the business in several
ways that are described below:
 Effective communication system: Effective communication helps in maintaining the
conducive relationship with the customers for longer period of time.
Profit Maximization: If Hotel Hilton have properly examined the requirements and preferences
of the customers than they could able to work accordingly and results in earning high financial
gains and profits (Bernstein, 2015).
CONCLUSION
From the above prepared report it has been concluded that every type of business
organization plays an important role in the corporate world. The report focuses on the case of
hotel Hilton in which management have to examine various number of external factors that affect
the business. On the other hand there are some legislations related to employees that protect their
interest. Apart from it, the assignment also highlight the importance of management accounting
system.

REFERENCES
Books and Journals
Shenkar, O., Luo, Y. and Chi, T., 2014. International business. Routledge.
Storey, D.J., 2016. Understanding the small business sector. Routledge.
Ward, J., 2016. Keeping the family business healthy: How to plan for continuing growth,
profitability, and family leadership. Springer.
Dunning, J.H., 2014. The Globalization of Business (Routledge Revivals): The Challenge of the
1990s. Routledge.
Doppelt, B., 2017. Leading change toward sustainability: A change-management guide for
business, government and civil society. Routledge.
Palattella, M.R., Dohler, M., Grieco, A., Rizzo, G., Torsner, J., Engel, T. and Ladid, L., 2016.
Internet of things in the 5G era: Enablers, architecture, and business models. IEEE
Journal on Selected Areas in Communications, 34(3), pp.510-527.
Adjei, H., Baffoe, R.S., Amofa, A.K. and Agbamu, P.G., 2014. Assessing the Corporate Social
Responsibility Activities of Atwima Kwawoman Rural Bank Limited and its Impact on
the Communities it Operates. European Journal of Business and Innovation
Research, 2(4), pp.36-47.
Omar, A.T., Leach, D. and March, J., 2014. Collaboration between nonprofit and business
sectors: A framework to guide strategy development for nonprofit
organizations. VOLUNTAS: International Journal of Voluntary and Nonprofit
Organizations, 25(3), pp.657-678.
Gassmann, O., Frankenberger, K. and Csik, M., 2014. The business model navigator: 55 models
that will revolutionise your business. Pearson UK.
Bernstein, M.H., 2015. Regulating business by independent commission. Princeton University
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Online
Organizational structure, 2018. [Online]. Available
through<https://www.heflo.com/blog/business-management/small-business-
organizational-structure-examples/>.