Leadership and Management in Hotel Hilton

This report discusses the different types of classical management theories, roles and styles of leadership, and the impact of internal and external factors on management and leadership style in Hotel Hilton. It also explores the current management soft and hard skills required in the service industry. The report highlights the importance of leadership and management in the hospitality sector.

leadership and management

Table of Contents
INTRODUCTION...........................................................................................................................3
LO1..................................................................................................................................................3
Different type of classical management theories ........................................................................3
Roles and styles of leadership .....................................................................................................4
Roles................................................................................................................................................4
Leadership Style ..............................................................................................................................5
Leadership style in hotel Hilton ..................................................................................................6
Internal factors which affects management and leadership style ................................................7
Current management soft and hard skills ....................................................................................8
Future management and leadership skills required by service sectors .....................................10
Comparison between service industries ....................................................................................10
CONCLUSION .............................................................................................................................11
REFERENCES................................................................................................................................1

INTRODUCTION
Leadership is a process of motivating a set of people to move towards in one same
direction to archive set goals. This report is based on the hotel Hilton, which is the luxurious
hotel and provide full luxurious hotel services globally. Hotel was made by Conrad Nicholson
Hilton in may 31, 1919 as a hotel Hilton. Headquarter of hotel Hilton is in McLean, Virginia,
US. This report is based on Leadership and management services industries which review the
different type of management theories with the role of leader. It will show different types of
leadership style. Further, this report investigate the factors which influences management styles,
In the same context this report will show hard and soft skills of management and leadership
styles. Furthermore, there is discussion on why management and leadership theories are required.
Lastly there is a comparison between different service industries which change their system of
management and leadership to implement a change.
LO1
Different type of classical management theories
Bureaucratic theory
`The theory of bureaucratic management was developed by the Max Weber in 1864-
1920. The theory of bureaucratic means there should always be a formal hierarchy in one
organisation, which have task and that task should be delegate to different individual
departments and which should always be followed strictly. This bureaucratic theory is popular
and practise in both private and public sector organisation. There are various features given by
weber some are as follows :
 Hierarchy: Ranking position from top to bottom in an organisation is known as hierarchy.
Hotel comes under service industry, taking an example of Hilton hotel they have a
systematic from of organisation. Each and every individual works under a proper
hierarchy (Jabbar and Hussein, 2017).
 Division of work : Dividing the total work into different specialised jobs is known as
work division. Dividing different work into the smaller parts and further giving that well-
defined work to individual. The reason behind the growth of the hotel Hilton is they are
strictly following this feature of Weber in which they divide the work in to smaller parts
and further they give that well defined work to individual.

Scientific Management This theory of scientific management is given by the Frederick
Winslow Taylor in (1856-1915) Fredrick W Tylor is also know as father . Taylor analysed that
working in the scientific manner is very important. Taylor stated that from scientific
management it is possible to find out the best method of doing the given task. Taylor felt that
productivity can be increased if the organisation work in efficient way. This theory helps hotel
Hilton to improve institution's task in proper method through scientific and mathematical
philosophies (Koohang, Paliszkiewicz and Goluchowski, 2017). Taylor gave the process of
scientific management theory which include planning then implementation and furthermore
controlling.
Administrative Management: Administrative management theory is a part of classical
management theory. This theory was given by the Henri Fayol in 1864-1920. Henri Fayol is also
called Father of Morden Management. Fayol's ideas were for modern management concept. This
theory is based on to organize the things in one systematic manner. This systematic manner in
Hilton hotel shows clear defined tasks, division of labour and a proper hierarchical structure in
the institution. Fayol's theory concern with human behavioural and characteristics of
organisation employees. Fayol focus on training the management rather individual worker
efficiency.
Roles and styles of leadership
Roles
Process of motivating group of people in one forward direction is known as leaderships.
There are various type of roles in leadership some are as follows
 Provide vision: The main and important role of leader is to provide vision to their
subordinates. Providing clear vision to their subordinates and motivating them to move
forward in their common goals, helps subordinates in understanding their roles which
helps them to archive success.
 Inspire and motivate: The main role of leader is to inspire and guide their subordinates
in their common direction. A good leader is not just who make orders on their
subordinates with no guidance and instructions but who, guides their employees. A good
leader should always motivate their employees by good communication and by taking
feedback report regarding their jobs (Alqatawenh, 2018). Leader should always ensure
training before giving any work to their subordinates.

 Role model: A leader is someone who motivates and leads their employees in one right
directions and helps their employees to archive their goals. Subordinates always inspire
from their seniors, employees always take their leaders as their role model. One can never
become role model if they burst on their employees for no reason without even listening
to them, who have uncaring attitude towards their employees and who practise
favouritism and have partial nature on some employees (Marinakou and
Giousmpasoglou, 2017). A good leader should always listen to their subordinates and
help them in resolving their problems. Because a good attitude towards their employees
build a good role model relationship with their subordinates.
Leadership Style
Leadership style is different approach of leaders of providing directions, motivating
employees and how they implement plans. There are 7 types of leadership styles and which are
as follows
1 Autocratic Style: The leaders of autocratic believes that what they are doing is right without
even taking an opinion from anyone. They always believe that they are the most smartest person
at the table who knows everything. This type of leadership is the most approachable type of
leadership in the past, but in today's world it hardly exist. Which does not mean that this
leadership is wrong, sometimes this comes very crucial in organisation to adopt this style (Tseng
and Levy, 2019). For example at the time of taking imitate crucial decisions in Hospitality
industry it become very important for their managers to adopt this type of leadership.
2 Authoritative Style: The phrase is most expressive form of leadership which says 'follow me'.
This style is also known as visionary. The success behind Hospitality industry globally is from
this type leadership. Hospitality industries appoints managers who are very confident leader, they
always explain the work which maintain their standard and then they set their expectations
(Vélez, Lorenzo and Garrido, 2017). This type of leaders lift the group of people and help them
to see where the organisation is going and what results come when they get there.
3 Pacesetting style: This style states 'Do As I Do' which express pacesetting style. The believer
of this style are very determined leaders who set their speed in racing. Believers of pacesetter set
there pace high and push their team to work hard and archive the set goals. This pacesetting style
is very effective in archiving the final goals but pushing the bars of their employees can hurt
them.

4 Democratic style The followers of this style follows democratic ideas which means they ask
the opinions of their employees in decision making (Leitch and Volery, 2017). Seniors also share
there ideas and information with their subordinates which affect their work. Hospitality industry
managers follows democratic style which give rise to trust between them and also promotes
cooperation and team spirit. From this style, creativity comes in their ideas which helps their
hotel to grow.
5 coaching style A leader who coach their subordinates to unlock their hidden potential comes
under coaching style. Guest seeks for Hospitality because they want a best services from them.
This style helps their manager to give coaching to their employee in various department (Leitch
and Volery, 2017). By this it help them to see their subordinate potential, after seeing their work
they give them department in which they are best.
6 Affiliative style Affiliative style in leadership usually express, 'people come first'. This style of
leadership is about connecting with the people and encouraging harmony with each other.
Hospitality industry comes under service industries and in service industry it become very
important to maintain coordination and harmony with each other.
7 Laissez-fair Style The opposite of autocratic style is Laissez-fair. The laissez-fair leader trust
their subordinate and in their ideas, this style help the employees to spread their wings.
Hospitality industry managers has given rights to their each and every employee to give their
suggestions which motivates their employees.
Leadership style in hotel Hilton
There are many leadership style as above mentioned but some style which are strictly
followed by them are as follow:
1 Democratic style The word itself shows its meaning. The manager of Hilton hotel follows
democratic style which always focus on to take opinions from their employees to ensure better
performance and coordination of their employees with their superior (Örtenblad, 2018). By
taking reviews and feedback of their work from their employees they also feel their importance
in their organisation.
2 Authoritative style: The follower of this style lift their subordinates and help them to grow
they also help them to see what is going in the organisation. Manager of Hotel Hilton they just
don't pass the orders but they always take time and explain the given task to their subordinate.

This two style of leadership theory is main in the hotel industry apart from this there
many such as Coaching Style and Laissez-fair Style which comes under service sector.
Internal factors which affects management and leadership style
Corporate objectives Leadership is process of leading their subordinate in the one right
directions. Leader of Hotel Hilton always ensure that if there are any conflicts between there
different department inside their institution they should resolve it immediately. To ensure smooth
running of their hotel.
Finance financial structure of any business depend on their financial risk, In Hilton financial
systems and business transaction also involves which helps them to see their records. Hilton is
famous globally and they are have good economy of their hotel (Anderson, 2017). The main
opportunity they have is they are having a good economical resources which can serve them with
better technologies.
Human Resource For any service industry, the quality of their work services and their space is a
main factor which affects their objectives. Human resources includes talent management and
training and development, for any service industries like hotel, it become very important to give
their employees good training (Balwant, 2017). Hilton hotel give their employees with best
training as they can serve their guest later with their best.
EXTERNAL
There are many external factor which can affect management,some are as follows:
Political factors:This factors is related to the relationship of hospitality industries with
government rules and regulations. Political factors gives direct impact on the hospitality
industries. Government influence the policies like laws and regulations of tax on their businesses
which give impact on their economical revenue.
Economical Factor: The massive affects hospitality industries gets by the economical factor.
The large part of hospitality industry is covered with the big luxurious hotels. Economic factors
includes inflation and recession which affect the ability of people to afford the luxury hotel. But
at that same time it become good for the budget hotel because then demand for their hotel will
increase.
Social factor: There is trend of travelling in young generation, which they share on their social
media platforms which attract other people to travel. Some it become peer pressure for the

younger generation to travel (Novak, Breznik and Natek, 2020). Which is causing growth in
demand for hotels, This tendency of of travelling will leads in more demand of hotels. In this
factor hospitality service is increasing by giving their loyal customers with huge discounts on
luxurious hotels for staying longer and more comfortable stay.
Technological Factor This factor is leading in all type of hospitality industries, hotels are
serving their customers with more technologies for making better travelling for their customers.
According to report almost every hotel is serving their customer with CCTV services and more
like Wi-Fi, intercom and lifts services. These are the most common services nowadays
industries like hotels are providing to their customers.
Hence it is concluded that for any industries, factor like social, economical, technological
or financial is very crucial for them to grow and run in today's world.
Current management soft and hard skills
Optimal ways of doing any task with the process of planning is known as management.
There are many type of management soft skills, some are as follows:
1 Communication According to famous philosophers any war can be resolve through
communication which same implements in business line also (Darmawan, Widagdo and Yusuf,
2020). The leaders of Hilton knows how to make any communication affective, which ensures
smooth running of their operations. A soft skill of communication allow their executives to
express their work and services more clearly.
2 Teamwork A good leader, leads their team together in one common directions. Team work of
hotel Hilton give them a proper idea of their task. There leader then splits task in whom there
employees are expert in. Further leaders of Hilton lead their team to move forward efficiently in
their one common directions.
3 Decision Making According to human behavioural theories most of people are bad in decision
making. Leadership training of Hilton Hotel help leaders to make a good decision and training
help their leader not to overthink on one decision and focusing more on negative outcomes
(Grace-Odeleye and Santiago, 2019). The main benefit by this training is that it improve their
productivity in decisions making which help Hilton hotel to grow globally.
4 Problem solving A great leader is first problem solver because they are one who are been
called when anyone fails in finding solutions of any business problem. Leaders of Hilton is

having soft skills of decisions making with problem solving which helps their hotel to grow in
most efficient way.
5 empowerment Many hotels fails because employees are lacked in skills. The reason behind
success of Hotel Hilton is the management and their leaders pre screen their employees and train
all soft and hard skills to their employees which give the best impression on their guest (Miller,
2018). Customers seek out in that hotel which gives best hospitality service to them and that's
why Hilton is leading globally with their best hospitality services.
6 Empathy Emotional intelligence or sympathy is the main most important soft skills people
gets attract to. Lack of empathy can cause demotivation to employees. In the Hotel Hilton
leaders give specific training to check certain emotions among their employees and also to check
how they deal with them. This type of soft nature also attract their guest which plays a huge role
in hospitality industries and which also improves the culture of Hotel Hilton.
Hard skills are those who needs practise and education, these hard skills are important
because it increases the efficiency and productivity of employees. There are many hard skills
some are as follows
1 Management skills This skill can be defined as ability that an senior should pass order to
ensure fulfil specific task in a institution. This management skills can be developed through
practical experience for manager. This help the manager of hotel Hilton to maintain coordination
and keep up with their co workers. By this skill management also learn how to deal with their
subordinate.
2 Computer skills In today's world computer is become necessary for everyone including
hospitality industries. The success behind hotel Hilton is that are connecting from people world
wide with the help of computer systems. The Computer skills not only includes using their
computer for connecting people through social media but they also do work for their guest
through computers. For example if some guest of hotel Hilton have any problem in check-in in
their room then they contact management. They can help them in opening their room doors from
their computer system.
3 Marketing Skills Marketing is today's crucial need for any businesses to expand. Hotel Hilton
is having there hotels globally and people seeks out into their hotel because the Social media
marketing skills of their managers. Hilton use various market strategies, like writing a good

content of their hotel on social media by which customers get attract and seeks out into their
hotel.
4 Food and beverage management skills This skills need lots of knowledge about their
product. The Leaders of Hilton Hotel appoints a good chief which leads and guide the
department of food and beverage in their hotel because it requires lots understanding in food and
wine (Stewart, 2017). The department of food and beverages have responsibility to guide their
food and beverages to their guests.
Future management and leadership skills required by service sectors
The future is unpredictable but famous manager believes that nearby 2025 these
following management skills will become crucial for any businesses.
Transparency Management in today's world is always worried about protecting the privacy of
their institution. Currently where digital leaks have become a common thing, managers should
focus more on transparency strategies to grow in right directions. Manager of Hilton is focusing
on to improving the security of their policy to grown in right direction.
Managing future by new technologies By Improving technologies in Hotel Hilton they can
adapt healthier work practise for themselves which ensure smooth ruining of their hotel. By
learning new machines they can adapt new practises which can serve them creative thinking for
their successful future. New technologies can serve better workspace and environment.
Hence it is concluded that for their better and successful operations leaders and managers
of Hilton have to adopt these factor as soon as possible to ensure fulfilling their set objectives.
Comparison between service industries
Hilton Hotel Brown Hotel
The hotel Hilton follows autocratic leadership
style in which employees are not involved in
decision making
Brown Hotel follows democratic leadership in
some department where employees are also
involved in decision making
Scientific management is been followed by the
Hotel Hilton which includes specialisations.
Brown hotel follows bureaucratic approach
which includes democracy and rationality
The Hotel Hilton is using kotter's change
management model which focus on
The Brown hotel follows McKinsey 7-S model
of management which focus more on

employees , which build teams and they focus
more on communication.
strategies,system and structure of their
management.
CONCLUSION
This report leadership and management firstly there is shown different classical theories
of Bureaucratic theory Scientific Management and Administrative Management. Further there is
role of leadership which states the main role of leader is to give visions to their subordinates. In
same context there is various management and leadership style. Furthermore this report
investigate the internal and external factors of leadership in which it is shown that how soft and
hard skills affect the leadership. There is also a discussion of future management and leadership
theories in which it is shown that technological is the main factor which affects the most for the
success for any business. Lastly there is comparison of two different industries in which change
management model is also shown.

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