Leadership and Management in Hospitality Industry

Explore the principles and practices of management behavior in the hospitality industry through a detailed analysis of leadership styles, communication processes, and organizational culture. Develop personal and career development plans for future growth.

Travel and tourism management
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Table of Contents
Introduction......................................................................................................................................4
Task 1...............................................................................................................................................5
LO 1: Understand principles and practices of management behavior.............................................5
1.1 Compare different management styles..................................................................................5
1.2 Discuss leadership characteristics..........................................................................................6
1.3 Evaluate communication processes in selected businesses...................................................7
1.4 Analyse organisational culture and change in selected business...........................................7
Task 2...............................................................................................................................................9
LO2: Be able to review own potential as a prospective manager....................................................9
2.1 Assess own management skills performance........................................................................9
2.2 Analyse personal strength, weaknesses, opportunities and threats......................................10
2.3 Set and prioritise objectives and targets to develop own potential......................................10
Task 3.............................................................................................................................................14
LO 3: Be able to show managerial skills within a business and service context...........................14
3.1 Lead and motivate a team to achieve an agreed goal or objective......................................14
3.2 Justify managerial decision made to support achievement of agreed goal or objective and
recommendations for improvements.........................................................................................15
Task 4.............................................................................................................................................17
LO 4: Be able to create a career development plan for employment within a business and
services context..............................................................................................................................17
4.1 Explain how own managerial and personal skills will support career development...........17
4.2 Review career development needs, current performance and future needs to produce
development plan.......................................................................................................................18
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Conclusion.....................................................................................................................................19
Reference list.................................................................................................................................20
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Introduction
Leadership and management are two important aspects as far as effectively running an
organisation is concerned. The aspects incorporate several areas and expertise in the same is
essential to become a good manager and leader. The assignment considers the same. It compares
leadership and managerial skills of two organisations namely Marriot hotel and Intrepid Travels
and puts forward the effective one. Personal reflection and development plan is an essential
aspect to improve own performance. My experience of working as an Assistant Manager of
Clayton Crown Hotel, Leader of Frankie and Benny’s restaurant and Associate Human Resource
Manager of Marriot hotel London have been elucidated in the study.
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Task 1
LO 1: Understand principles and practices of management behavior
Introduction
I am working as a junior consultant of PKF Hotel experts. It is essential on my part to help the
organisation take up the proper management and leadership style. For the mentioned approach, I
have conducted analysis on two organisational namely Marriot hotel London and Intrepid travel
and compare their leadership and management strategies.
1.1 Compare different management styles
In the view of Raj et al. (2017), management refers to undertaking the responsibility of
administrating an organisation. It includes tasks namely setting strategies for the organisation,
coordinating efforts, accomplishing objectives and application of resources in the best possible
way. Different personalities have gone on to suggest different forms of leadership styles and
each finds application in dedicated areas. Mintzberg differentiated managerial roles into three
types namely decision, interpersonal and information roles (Mintzberg et al., 2017). Marriot
hotel in London follows the mentioned managerial roles. It has figure heads that perform the task
of visiting the dignitaries. Each department has leaders who perform the tasks of encouraging the
employees working directly under them. The liaison establishes contacts with the government
and trade organisation to maintain a smooth operation. Marriot is a big hotel and there are people
who monitor the performance. The spokesperson shares dedicated information with the
concerned people. The operations manager undertakes the task of dealing with tough situations
and help the people come out of the same. It acquires resources to accomplish required tasks.
The organisation has attained a smooth functioning by virtue of implementation of the mentioned
management style (Becker and Wang, 2016).
Elton Mayo’s theory on human relations established methods by which an organisation can
maintain effective human resource management. It opines that individual employee should be
noted as member of a group. The organisation should provide proper working environment and
salary to the employees. Views of informal manager have a strong influence on the behaviour of
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the employees. Managers should take care of social requirements of people (Trahair and
Zaleznik, 2017). Intrepid travel ensures proper human resource management in its
organisational procedure. It takes care of its employees’ basic requirements and ensures that they
get their salary on time. Social requirements are also met by the operations managers of the
organisation. The employees are provided holidays so that they are motivated to work
(intrepidtravel.com, 2018).
1.2 Discuss leadership characteristics
In the view of Rabbani et al. (2017), directive leadership refers to the style of leadership when
the leader instructs the subordinates as to what is to be done. The leader extends his work to
instruct the people how they are supposed to do the work assigned to them. He undertakes tasks
like initiating ideas, tasks, projects and rest responsibility of accomplishing the task on the
subordinate. He sets deadlines, standards and parameters of executing the task. The organisation
that encourages this form of leadership expects its people to work within the boundaries
stipulated by them.
Intrepid travel in UK follows directive leadership. The managers determine a clear
understanding of the accommodation providers, campsite, and transport facility and visitor
attraction areas. They decide the self-catering units, bed spaces, accessibility ratings and green
business procedures. The subordinates have to follow the ideas mentioned by the managers.
Tourism and hospitality is an essential sector where customer satisfaction is integral. Too much
change in the facilities creates confusion hence, the travel organisation determines the strategies
themselves and asks it to be followed by the subordinates. The people are encouraged by virtue
of motivation to excel in their work (intrepidtravel.com, 2018).
Cherry (2016) opined that Laissez-faire leadership style follows a non-authoritarian leadership
style. It extends limited authority and the leaders intervene only when necessity arise. It executes
least amount of control on the subordinates. Becker and Wang (2016) put forward that Marriot
hotel in UK executes laissez faire form of leadership. The organisation trusts its employees and
encourages them to put their best foot forward. The leader is welcomed to views from the
employees and intervenes when work does not progress in a desirable manner. Motivation is
provided by virtue of creating a learning environment in the organisation. Responsibility teaches
them practical aspects and enhances their performance.
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1.3 Evaluate communication processes in selected businesses
Marriot hotel and Intrepid travel have effective communication facilities in their
organisations. The mentioned attribute helps them maintain steady organisational procedure.
Communication is essential in the organisation so that people could understand and execute their
tasks accordingly. It helps the leaders and managers as far as guiding the people in their work are
concerned. Buil et al. (2016) suggested that verbal communication is the main medium of
communication in the mentioned organisations. Owing to the fact that several departments, work
and coordination is integral to the operation verbal communication paves the way for easy
sharing of information. It helps the people to understand their problems in an effective way and
solution is provided by virtue of discussion. The customers have several queries to be solved and
it is essential on part of the organisation to attain feedbacks from them for the services extended
to them. The mentioned factors make verbal communication an essential aspect for both the
organisations.
Besides, verbal communication the organisations follow visual communication. The same is
used to interact in a better way with the audience. Kotsi et al. (2016) viewed that Marriot hotel
ensure that they upload good pictures of the accommodation, restaurant, pool and other facilities
they offer on their websites and social media pages. It makes sure that customer reviews
regarding the same is visible to the audience so that people could get convinced about the hotel
and opt for their services. Intrepid travel uploads quality pictures of the tourist destinations,
people enjoying the vacation, food and travelling to attract the audience. They ensure that they
provide the service as they promise on the website and social media forum. The mentioned
attribute drives the people to opt for the organisation over others.
1.4 Analyse organisational culture and change in selected business
The core attribute that drives the progress and functioning of the organisations is that they
maintain a learning environment in the organisation and encourage the employees to put their
best foot forward. The leaders and managers guide the subordinates in their task. They are open
to ask for help anytime. Besides these, the organisations offer the basic facilities to the people,
good salary and paid holidays that motivate them in their work. It should be noted that not every
form of management and leadership works in every situation. Intrepid travel and Marriot hotel
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have been meticulous in choosing the form of leadership and management that best suits their
needs.
Conclusion
It is essential on part of any organisation to achieve the perspective of efficient management and
leadership. It should determine its approach of the same accordingly. Provided change is
essential the organisation should be flexible to adapt to management and leadership styles should
suit the present situation.
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Task 2
LO2: Be able to review own potential as a prospective manager
I have been working as an Assistant Manager of Clayton Crown Hotel. During my tenure as
work, I faced challenges and came across several situations. The mentioned aspects have enabled
me to understand by strengths and weaknesses. I would provide an account of the same in the
section below.
2.1 Assess own management skills performance
The work of assistant manager encompasses several responsibilities. I had to supervise people
and cater to general problems. The charge of inventories was on me and I had to look after the
dynamic situation and take steps accordingly. Conflicts are an integral part of my work
procedure and resolving the same was essential to keep the organisation functioning in an
effective way. This is an area where I feel considerable challenges. I have to understand the
situation and deliver solutions accordingly. Providing immediate solutions require creativity and
the attribute is limited to me. I provide solutions to people but fail to do the same at times. I have
to manage multiple works through busy hours and the same provides challenge to me at times.
It is part of my duty to help the human resource manager and the operations manager and recruit
efficient people for my organisation. I have to assist the people so that the new employees take to
their work in a smooth way. I have to ensure that the transition is smooth. This is an aspect
where I feel I executed well. I have to maintain a friendly relation with the people and at the
same time take care so that each task is accomplished in the proper manner. It is part of my duty
to maintain a healthy environment in the workplace and ensure that collaboration is promoted. At
times I have to look after customer complaints and attain to the same. This is an area where I feel
challenges and the main contributor of the challenge is communication. Clayton Crown Hotel a
big organisation and is attended by a lot of guests hence, I need to be attentive with every aspect
of my work. I have to motivate the people during the challenging hours. I feel I get along with
this aspect of my work.
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2.2 Analyse personal strength, weaknesses, opportunities and threats
I have been working in Clayton Crown Hotel for a year and the experience have been adequate
to reflect on my strengths and weaknesses. My strength lies in my ability to judge people and I
know the type of people required in my organisation. I believe, I execute my task well as far as
helping the Human Resource Manager to recruit the right people. I believe I can motivate people.
Motivation is required during hours of challenge and I accomplish the same in a proper way. I
can maintain friendly relations with people and go along with my work in a dedicated manner. I
facilitate coordination in the working environment. I have a learning attitude and tend to learn
from every incident so that I can learn from my mistakes.
No individual is perfect and possesses some weakness or the other. I have my weaknesses as
well. Communication is an area where I need to focus on. I understand the perspective of the
person on the other side by face difficulties to provide my own opinion as required. In my hotel,
I have to communicate with people of different background and mentality and connecting to
them is difficult at times. Conflict resolution is an area where I manage to a considerable extent
but I require enhancement in my creative skills so that I can provide solutions as the situation
demands. Maintaining multiple tasks in parallel becomes a challenge to me. I believe I need to
enhance on my managerial skills.
I aspire to become the Chief Executive Officer of my company and enhancement of the above
mentioned attributes would help me in achieving my goal. I believe I should cater to the areas of
enhancement immediately hence, determine time in which I expect to achieve them. Failing to
attend the same would stagnate progress in my career.
2.3 Set and prioritise objectives and targets to develop own potential
In order to overcome my weaknesses, I require meticulous effort and take steps towards
improvement. I would represent my strengths, weaknesses, opportunities and opportunities in the
form of a SMART table.
Attribute Details
Specific  I need to represent my opinion in a manner that is
understandable to the people
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 I need to have creative ideas so that I can resolve conflicts
 I need ability to manage multiple tasks in a single time
Measurable  I should understand the situation and develop my thinking
pattern in a way that I can come up with apt answers and
have the language to opine them in a lucid way
 I need to consult managers and leaders of other
organisations to get an idea about their thinking pattern
 Managing multiple tasks is an area that I should learn
from eminent people of other organisations
Achievable Many great entrepreneurs and leaders of organisations have started
off from the scratch and have attained skills pertaining to
communication, leadership and management. The same has
contributed to their enhancement of skills and they have become
eminent leaders of the organisation. Jack Ma executive chairman of
Alibaba Group is an example of starting off from scratch and
attaining a position of repute on a global scale.
Rational Achieving the mentioned skills would take considerable amount of
observation, understanding, effort and implementation to get
imbibed in my traits. However I feel the time is ripe to work on my
skills and improve the same so that I take a step forwards towards
by goal. I believe with conscious effort I would be able to attain the
objectives.
Time period 15 months
Table: SMART attributes
(Source: created by author)
Based on the mentioned areas I would reflect my personal development plan in a tabular format.
Attribute Area of improvement Time period (in months)
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Short term plan
Communication  I should improve my skills as far as
voicing my opinion is concerned.
 I should communicate with the
customers in a manner that turns
out to be convincing for them
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Conflict resolution  I should attain creative skills so that
I can come up with immediate
solutions
6
Medium term plan
Understand situation  I should develop acumen to read a
situation and frame solutions that
best suit the situation
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Execute multiple tasks  I should be meticulous about details
of each task and dedicate time for
each task in a manner so that each
task gets completed effectively and
on time
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Long term plan
Possess managerial and
leadership skills of an
international manager
 I should consult eminent
personalities of multinational
organisations and acquire skills
from them.
 I should go through videos of
eminent leaders and personalities
and learn their methods of
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management and leadership
 I should implement the ideas in my
work
Table: Personal development plan
(Source: Created by author)
Conclusion
From the above account, it can be inferred that I can motivate people and understand their
requirements. I face problems in communication and managing multiple tasks at a single time. I
plan to improve on my lacks within 15 months. I believe I can accomplish my objectives
according to my plan and take a step as far as me becoming Chief Executive Officer is
concerned.
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Task 3
LO 3: Be able to show managerial skills within a business and service context
I am working in Frankie and Benny’s restaurant for two years. It is a renowned restaurant brand
based in London. After working for the mentioned time the company has entrusted me with the
responsibility leading a restaurant in Stratford London. I would have to lead a team. The areas of
concentration and the strategies that I would follow are mentioned below.
3.1 Lead and motivate a team to achieve an agreed goal or objective
Leading a team is not an easy task and it incorporates taking up several strategies for dedicated
situations and people to accomplish a particular task. I require taking care of customer
requirements, develop the food and drinks item accordingly and maintain steady revenue for the
restaurant. I should ensure that I segregate the right people for the dedicated task. Departments
namely cooking, customer care, front desk, finance, market analysis and others should coordinate
so that proper outcome is obtained. I have worked in the financial sector and the market analysis
sector and have never been in the leadership area. However from my education I would prefer
following Tuckman’s leadership theory in each department.
I would appoint a leader in each department and this should be the most experienced person in
the group. I would be there to guide the leaders and the people working directly under them. The
market analysis team would conduct market analysis and acquire information about each every
leading restaurant in Stratford. Based on the analysis I would ask the cooking team to prepare
food items so that they appeal to the customers. The finance department would be in charge of
ensuring that they are setting up proper prices for each food item and have a dedicated profit
margin for each of them. They would be directly addressable to me and I would set objectives
that should be met by the team. The customer care department would report me about customer
feedbacks that they obtain and I would determine products accordingly so that customer
requirements are met. The front desk people would solve queries of guests that come to the
restaurant.
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First I would decide on the people who should be in charge of the particular departments. The
graduates of data analysis and the experienced ones would be put in the data analyst department.
The hotel management people would be in the cooking sector. The economics people would look
after the financial duties. Experienced people would be prioritised over the graduate freshers.
After that each department would be elucidated their duties and I would answer to each query
they face. I would ensure that they coordinate and misunderstandings do not take place in the
team. The situation of competing for power would come in due course and it should be
elucidated to them that they should work towards the organisational benefit and personal benefits
would in turn fall in place. I would teach them to comprise at times. The teams would learn about
different areas and earn expertise. They would be able to take up decisions accordingly. I would
put trust in them so that they execute their work in a better way.
I would follow participative form of leadership and my employees would be open to voice their
ideas. I would consider them for implementation provided they are quality ones. Paid leaves a
work related incentives would be part of procedure for me. Gradually they would be in a position
where they would be able to work independently. They in turn would help me carry the
restaurant forward and help it attain a global stature. I would ensure that a learning environment
is integral to the work culture. Motivation during challenging hours would be part of my duty.
3.2 Justify managerial decision made to support achievement of agreed goal or objective
and recommendations for improvements
I aspire to make Frankie and Benny’s restaurant a leading restaurant brand in Stratford and from
there make it a leading restaurant brand in the UK. I decided to segregate the departments owing
to the fact that each task like market analysis, cooking, finance, customer support, marketing and
front desk are managed in an efficient manner. I would supervise the work of each department so
that customer satisfaction and profit margins are maintained. I aim to take the profit margin to 1
million pounds. The profit margin should increase by 5 % each month. With constant profit the
restaurant would be encouraged to investment more and it would be able to enhance on its food
items range. With more investment the restaurant would be able to market itself in an efficient
manner. The mentioned aspects would help the restaurant earn a bigger customer base and earn a
brand value.
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I would concentrate on recruiting experienced people because it would incur less training cost
and obtain better performance. The experience that the people would bring would turn out to be
beneficial for Frankie and Benny’s restaurant. I would follow Tuckman’s leadership theory in
each department since I believe it would help my teams to perform in an efficient way. I would
mention that I should not stick to fixed processes with my operations since the sector of food and
catering is a dynamic one and tastes of people change over time. I should look to increase the
seating capacity over time so that more customers can avail for our service. Home delivery of
food items would be one aspect that we would incorporate in our functioning over time. We
would look to launch an Android application of ours so that people could browse our menu, pre
book seats and avail home delivery of food.
Conclusion
Proper knowledge and skills of team building and leading are essential to run a business. I
believe my strategies and objectives would pave the way for good business as far as Frankie and
Benny’s restaurant is concerned. Flexibility in approach would be integral to my method of
operation.
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Task 4
LO 4: Be able to create a career development plan for employment within a business and
services context
Introduction
Career development plan is an essential aspect that leads to enhancement of own skills. I have
been working in Marriot hotel for eight months in the position of an associate human resource
manager. I am in a position to figure out by strengths and weaknesses. I would analyse the same
and note them in career development plan. I would suggest methods of improvement for my
lacks.
4.1 Explain how own managerial and personal skills will support career development
Marriot hotel London is a hotel of global recognition and it incorporates a wide spectrum of
areas that require efficient people for functioning. I have been a graduate of human resource
management and I am equipped with skills pertaining to the sector. Knowledge is not an issue
for me and I believe it has helped me sustain in the position. I have to help the human resource
manager in recruiting the right people for the right sector. When a new employee comes in our
organisation it is part of my duty to train them and get them acclimatised with work. I believe I
possess the acumen to learn new things and this has helped me get accustomed to working of
every sector. The aspect helps me to give a comprehensive account to the new employees and
help them in their work.
I aspire to become the human resource manager of Marriot hotel. I believe ability to take up
responsibility is integral towards that. I am working as an associate human resource manager and
I have to take my multiple responsibilities. The burden makes me feel challenging at times. I
believe I should enhance on the attribute. I can adapt to a situation because I feel I learn quickly.
Communication is an area that has put me under considerable challenge. I believe I feel problem
in voicing my opinion. I should improve on my creativity skills so that I can come up with
solutions of problems. The mentioned aspect would help me resolve conflicts and promote
coordination and harmony among people.
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4.2 Review career development needs, current performance and future needs to produce
development plan
Career development needs Current performance Future needs
Communication  I face problem in
elucidating my opinion
 I lack creativity skills at
times
I should watch videos of
eminent personalities and
attend workshops to enhance
my communication skills
Managing multiple
responsibilities
 I lack expertise of time
division
 I lack ability to prioritise my
tasks
I should consult managers of
other organisations to learn
skills as far as time division
and prioritising my work is
concerned
Have an ever learning
attitude
 I feel lethargic at times to
learn a new thing that could
potentially be beneficial for
me
I should be more determined
so that I do not back down
from learning any time
Table: Career development plan
(Source: Created by author)
Conclusion
From the above account I feel I have acquired dedicated skills for becoming a human resource
manager. I believe I have my fair share of weaknesses. Following my career development plan
would help me overcome my weaknesses.
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Conclusion
It can be reflected from the study that essential aspects of leadership and management are
covered in the study. It would enlighten the readers regarding the same. An organisation and
benefit from the study as far as strategizing its leadership and management principles are
concerned. Personal development plan and career development plan according to my experiences
are reflected. I believe it would help me enhance my skills set. I would help me reach my career
goals. It would enable the readers to frame the plans for themselves so that they benefit from it.
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Reference list
Becker, C. and Wang, W., 2016. Intercultural human resource management in hotel chains. The
Routledge Handbook of Hotel Chain Management, p.315.
Buil, I., Martínez, E. and Matute, J., 2016. From internal brand management to organizational
citizenship behaviours: Evidence from frontline employees in the hotel industry. Tourism
Management, 57, pp.256-271.
Cherry, K., 2016. What Is Laissez-Faire Leadership? The pros & Cons of Delegative Leadership
Style. Very Well.
Cooren, F., 2016. 20 Verbal communication in organizational settings. Verbal Communication,
3, p.395.
intrepidtravel.com (2018) [Available from https://www.intrepidtravel.com/uk/about/responsible-
business accessed on Jan 18, 2017]
Kotsi, F., Balakrishnan, M.S., Michael, I. and Ramsøy, T.Z., 2016. Place branding: Aligning
multiple stakeholder perception of visual and auditory communication elements. Journal of
Destination Marketing & Management.
Mintzberg, H., Mintzberg, H., Caldwell, C. and Caldwell, C., 2017.
Leadership,“communityship,” and “the good folk”. International Journal of Public Leadership,
13(1), pp.5-8.
Rabbani, S., Imran, R., Shamoon, S. and Kamal, N., 2017. Directive Leadership and Satisfaction:
A Unique Relationship. Advanced Science Letters, 23(1), pp.337-340.
Raj, R., Walters, P. and Rashid, T., 2017. Events management: principles and practice. Sage.
Trahair, R.C. and Zaleznik, A., 2017. Elton mayo: The humanist temper. Routledge.
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