Leadership and Management in Marriott: A Comparative Analysis of Roles and Theories

This report explores the distinct roles of leaders and managers within the context of Marriott Hotels. It delves into the key functions of each role, comparing and contrasting their approaches in various situations. The report examines different leadership theories, including situational leadership, systems leadership, and contingency theory, and applies them to real-world scenarios within Marriott. It also analyzes the value and importance of operational management in achieving business objectives, considering factors like corporate social responsibility, stakeholder expectations, sustainability, and intrapreneurship. The report concludes by highlighting the interconnectedness of leadership and management in contemporary business environments.

MANAGEMENT AND OPERATIONS

TABLE OF CONTENTS
Introduction..................................................................................................................................................1
P1 Define and compare the role of leader and a manager.......................................................................2
P2. Examine role of leader and manager in different situations..............................................................5
P3 Apply different theories and models of approach including situational leadership, systems
leadership and contingency......................................................................................................................6
LO3..............................................................................................................................................................9
P4 Explain the key approaches to operations management and the role that leaders and managers play
at functional areas of Marriott.................................................................................................................9
P5 Value and importance of management operations to achieve business objectives..........................10
LO4............................................................................................................................................................12
P6 Assess the factors within the business environment that impact upon operational management and
decision-making by leaders and managers............................................................................................12
Conclusion.................................................................................................................................................14
References..................................................................................................................................................15

LIST OF FIGURES
Figure 1: Performance system by using system theory...............................................................................7
Figure 2: CSR framework for Marriott......................................................................................................12

LIST OF TABLES
Table 1: Comparison of leaders and managers............................................................................................2
Table 2: Matrix representing leadership styles in different situations.........................................................8
Table 3: Role of leaders and managers........................................................................................................9

Introduction
Management refers to management of entire activities that are needed in the organisation to run
effectively. Managers have to perform various functions such as planning, directing, organising, staffing
and controlling. In order to have effective performance of business operations, the role of managers and
leaders are very important in every aspect of business management. It is important to have
understanding on the management and operations of the hotel Marriott that is taken under study in the
report. The report will highlight the role of a leader and the function of a manager along with its
applications in different situation in Hotel Marriott. The study will crucially put its importance on
leaders and managers appreciation in the operational functions of the organisation. Finally, the report
shall cover relationship among the leaders and managers in contemporary business environment.
1

LO1
P1 Define and compare the role of leader and a manager.
Definition of Leadership and Management – Leadership is a quality in which a leader is appointed for
achieving organizational tasks with his team giving them a proper direction on which they can lead on
for making company’s growth at high level. Management is term used for every organization which
means handling and operation all activities for completing organization’s aim and desired goals with the
guidance of leader within the time allotted (Little, et.al, 2016).
The manager and leader have different qualities and they are as follows:
Table 1: Comparison of leaders and managers
Manager Leader
The manager has the quality of administering
the entire organization for common goals.
Leader possesses the quality of having
different kinds of innovative ideas.
All the managing and maintaining work is all
depends on manager.
Leader is a person who helps organization in
growing into the market.
Manager is those who stops and controls all the
risk for organization.
Leaders always try to apply new ideas to the
work and he is risk taker.
Managers are those who maintain all the
process and systems of the organization.
Leaders are those who maintain good relations
with their co-workers.
Functions of Leadership:
Directing and Motivating – The leaders always motivates and guides their workers so they can achieve
goals targeted.
Setting of Objectives – For achieving desired goals the leader always sets a aim for its workers to work
on.
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Coordination – leaders have the notion of properly coordinating with all the employees regarding their
work.
Connecting Management and Workers – Leader is one who always becomes the path between workers
and management for every decisions of organization.
Adopts Change – Leader always adopts change in any situation for growing into the market.
Action Initiator – he always takes decisions and applies to the work taking each and every risk without
consulting anyone (Muller, 2015).
Functions of Marriott Manager:
Planning – manager is person who controls and plans the future of the organization by deciding the
tasks, aims and ideas, plans for achieving success and steps to grow into the competitive world.
Controlling – This function takes care of how the prepared plans and strategies are working, this also
ensures how each and every task are being achieved by the workers and are they providing desired
results.
Organizing – In this, manager takes care of how the structure of organization is being followed by
workers as proper organising of every task will help in growing at higher level as it will decide the
important tasks to complete first.
Directing – This function states that all the workers must be guided or directed properly regarding their
tasks which they had to perform to achieve organizational goals (Khan, 2016).
Approaches of Management for Marriott
Skills of Hard Management
 Functional knowledge of domain is used to deliver all needs and reasons of the work that is
being done.
 Manager should have all the idea of structural plans that are used for the functioning of the
organisation.
 The manager should know the procedure of proper planning the major objectives of the firm.
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 The manager should be aware of all the needs of the customer so he can provide their desired
services.
Skills of Soft Leadership
 The leader must have perception of knowing all pros and cons of the organization for making
conclusions.
 Leader should possess learning skills from past mistakes so to avoid in future.
 Leader must be high thinking level so; they can understand the employee’s problems.
 Leader should have quality of building professional and emotional relations with workers.
 Leader should also possess skills of communication, encouragement and faith among all the
employees of the organization (Rao, 2016).
4

LO2
P2. Examine role of leader and manager in different situations
The leader and manager both are different authorities both applies different ways of dealing with the
situations and examples of such conditions are as follows:
1st Situation – Top authority has allocated task to manager of making task complete by workers in given
time.
Classical Management Theory – theory states production of workers which provides planned outcomes.
Manager will help workers in motivating them for completing their task on time using the idea giving
bonuses for work (Shafritz, Ott, and Jang, 2015).
Behavioural Leadership Theory – This theory specify the way of conducting any task by the leader. By
using this theory leader and manager can judge the actions of employees in respect of their work.
Task Oriented Theory – this theory gives the idea of how quality of task in required for achieving goals.
Manager can give the final date to the employees for completing their work so that they can complete
their task on serious note.
Contingency Management Theory – This theory states that the decided plans will not be applied each
and every time, they needs to be changed from time to time depending on different factors in the
environment. In this, manager can prepare their employees to work in any situation irrespective of any
change identified while doing any task (Otley, 2016).
2nd Situation –Management ordered manager of Marriott to encourage employees for more production
and effective working so to bring growth of company’s reputation.
Classical Management Theory – For increasing in production and quality the manager should give all
the information to employees related to tasks keeping the calibre of all workers into his mind and allot
the work according to their capacity of performing the task.
Contingency Management Theory – using this theory the managers can let them know that every task
has its own features, so according the demand of the client the task are performed using different ideas
which will change according to the task requirement.
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Action-Centred Leadership Theory – it provides technical results to the leaders. It increases the growth
of the team. This provides full results to the leaders and mangers on terms of production, growth and
judged by the goals achieved using all kind effective means.
Transactional Leadership – this theory states about the bonus and penalty that is being given to
employees according to their work done. Manager can apply this theory to give bonus to goo workers
and penalty to poor performed worker as it will give data of best workers (Antonakis and House, 2014)
3rd Situation – For increasing skills of employees, their training has been decided to conduct to achieve
high growth for organization.
Leadership Trait Theory – This theory states about how to build strong morale of the workers to work
more efficiently. Manager will take care of the need of training for the employees and leader will take
the charge for how long the training is needed to workers growth for increasing work efficiency.
Contingency Management Theory – Applying this theory the manager of Marriott will take care of the
process of training and decisions which will decide the future of company, this will also increase the
morale of all the employees for giving best results.
Theory of Management By Objectives – This theory identifies the major aims and goals of organization
to be achieved. Manager should ensure that all the major aims and targets should be delivered to the
employees so that employees can focus on their goals organizational growth.
Transformational Leadership – This theory provides motivation to its employees from the leader and
even employee also feels that they can take major decisions into the organization. Manager can plan
major conferences for knowing the actual need of training (Effelsberg, Solga, and Gurt, 2014).
P3 Apply different theories and models of approach including situational leadership, systems leadership
and contingency
The three approaches in relation to the models are as follows:-
Systems theory: To solve some of the problems, it is essential for the hotel Marriott to analyze the
formal structure of the systems. Every system performs three functions it takes the raw data or inputs
then processes the same data using tools and techniques along with examining and then finally
presenting the useful and structured information which is called as output. The hospitality organization
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always carry out the big systems that manages everything and in this it also include sub systems that
relates to marketing, operations, finance, promotion and sales systems. However, the outputs of these
systems are also based on the inputs and quality entered into it (Senge et.al. 2015). The role of resources
such as man, machine, technology and other is also equally important to perform the system well.
In this the role of leader is to lead the team toward the use of these systems so that their efficiency and
performance along with the Marriott can also be increased. For instance: Use of system theory to
analyze the performance of team members (Boylan, 2016). In this case, the team member will give their
monthly work chart (input), processing of same would be done by leader by comparing the same with
organization standard and after that output would be given using communication medium to every
individual team member. In that feedback option is always given to team members.
Figure 1: Performance system by using system theory
Contingency approach: The objective of this theory is to use this theory when even the best approach
also cannot solve the issues i.e. the situation of urgency. On this context, leaders has the duty to identify
the approach that best suit in the current problem and it must be effective as well that gives guaranteed
results. For this purpose, crucial competencies can also be identified in various situations by the leaders
or managers (Fiedler, 2015). The situation arises due to change in internal and external factors and in
this circumstance the leadership and managerial role is important in changing the business operations.
For instance: in hotel particular leadership gets impacted because of new technology. The leaders
identified to meet this situation may be they have to change the leadership style that impacts the
management and work level that deals in specialization.
Situational leadership: In this theory, leaders must apply leadership styles that are relied on the
follower’s development level. In various situations employee’s correctness must be recognized in
collaboration with competency and meeting levels so as to meet the better leadership style. This
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leadership model shows that to be progressive the effective attitude toward the right employee in
development (McCleskey, 2014). The leader major success factor is the team member’s progress. The
matrix below will show the team member readiness and the leadership style taken in different situation:-
Table 2: Matrix representing leadership styles in different situations
Readiness level of the team
member
Appropriate leadership styles
suggested to Waitrose Leaders in
different situations
Potential (Medium to High) Surety is variable Supportive leadership approach
Potential (High) Surety is high Delegation leadership approach
Potential (Low) High commitment Directive approach
Potential (Low) Surety is low Coaching approach
8

LO3
P4 Explain the key approaches to operations management and the role that leaders and managers play at
functional areas of Marriott
Operational manager has to majorly concern about the services and resources allocation in the
organization. Its major activities include manufacturing, development and product distribution. Its only
main purpose is to transfer raw material into finished goods using labor and effective materials so as to
earn the revenue and generates profits. In relation with service provision, Marriott hotel has to plan,
manage and supervise very importantly. The major focus is on efficiency and productivity of the
business (Kerzner and Kerzner, 2017). Hence, operational management involves crucial measurement
and internal analysis. This scope of the manager includes purchase section, inventory management,
quality, logistics, storing and processing. TQM (Total Quality Management) and kaizen (Continuous
improvement) are the main approaches that can be used by Marriott.
TQM: This system ensures in conducting the quality control at various levels. In this manager has set the
standards according to the industry trends and the employees has to meet those standards in each case of
business operations.
Kaizen: This system shows consistent improvement in products and services by carrying out the certain
changes wherever necessary. But these are generally needed to be done at smaller level irrespective of
investing on the larger scale of business operations.
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Role of leaders and managers in operation management in hotel Marriott
Table 3: Role of leaders and managers
Role of Leaders Role of Managers
Motivating the technical team to lower down the
complexities and be ensure safety at the site
Planning and supervising the tasks along with meeting
customer satisfaction. In addition, productivity and
organizing maintenance is also a duty of operational
manager along with ensuring productivity.
Also motivates the designer team as well to have
innovative services by influencing customers for hotels
(Hill et.al. 2014)
Operational efficiency is managed by the managers by
waste reduction approaches. In addition, the safety and
quality is also required to be managed and conducted u
by every person that relates to organization (Sekaran
and Bougie, 2016).
Manages service quality by encouraging staffs and
always act in positive manner.
New procedure development and activity coordination
with assessment of current structures.
P5 Value and importance of management operations to achieve business objectives
Management of operations relates to the work of all activities that are being done design and control of
process of producing desired goals and targets. The operation management ensures the continuous
change in the process in making the firm competitive in national and international market. It plays key
role into the market as each and every task of the organization is depend on this which can be very
beneficial for the organization. It carries the power of turning all inputs into the proper, desired and
effective outputs (Kerzner and Kerzner, 2017). There are major functions of an operation management
of Marriott:
Distribution and Controlling of Systems – It refers to the have proper control of all the production tasks
that is taking place into organization. It distributes all the resources to the workers so that effectively use
those to make it a useful goods without wasting the resources, it can also brings change in the
infrastructure of the company. Every small thing should be properly mentioned so that management will
have great control on the production process.
Designing of Process – This function of operation management specifies that for any operation in
business the proper key steps must be followed for implementation of the tasks, this will create more
production in the organization with top class quality using of less resources which will help organization
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to compete at its best in the global market. The designing of achieving tasks should be done keeping in
view the actual demands of the customer (Chang, 2016).
Producing Finished Goods from Raw Materials – Every organization gets resources for producing
material goods at its best. The raw materials are turned into finished goods taking care of the need of
consumer; quality of products must be maintained so that they can get survival into the competitive
market. The process of producing finished goods must have low production cost so that the pricing of
product will not reach at its high and every type of consumer will able to get the product.
Management of Inventory and Logistics – this is the major function of operation management as
without inventory and logistics the finished goods will not able to reach the market and will not be able
to fulfil customer needs. The method of all products to reach to the market should be very convenient so
that anytime the customer need can be fulfilled without rise in cost of production (Christopher, 2016).
Scheduling – It is very major function which will state that whatever operation are being decided for
production of goods must be properly planned and scheduled. It means it should clearly mention the
time being taken in achieving the task by the employees of Marriott so that they can work properly using
their efficient ways for completing the target. It should also clarify about how much task should be
divided between the employees so that all work can be done with proper plans and can achieve targets
on time.
Capacity Management – This function states the actual need of products into the market so that extra
products can be stopped from production. Inventing of more products will create a great loss in quality
of product as the tasks for all the employees will be increased which will face a wrong feedbacks about
the product produced. Before production one must take care of the capacity and quantity of the product
that market requires for Marriott. So proper checking and studying of the market should be done to
avoid these kinds of mishaps as it will put too much effect on company’s growth as many products will
get wasted by this (Boyabatlı et.al. 2017).
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LO4
P6 Assess the factors within the business environment that impact upon operational management and
decision-making by leaders and managers
Business environment is impacted by several factors such as social, technological, political, legal and
environmental. There are majorly four elements that influence the current business environment and
further their impact on operational management are as follows:-
Corporate social responsibility: on this account, it is authority and responsibility of the Marriott hotel to
work for the welfare of the community or for public. The responsibilities relates to funding in good
causes such as free education and health checkups, waste management programs. The duty is not limited
to society only it can also include governance, people and environment (Epstein and Buhovac, 2014).
Moreover, operational manager should consider about the management of suppliers and distributors
effectively. Hence, CSR activities help the managers to be accountable on the customer well being as
well. In this case also, manager’s faces the issues of decision making because of the statement that
shareholders of the organization did not want to spend on non targeted customers.
Figure 2: CSR framework for Marriott
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Stakeholders: Stakeholders can be the individual or group that impacts the business of Marriott and also
get impacted as well. There are basically two types of stakeholders that are internally and externally
which are included at both levels i.e. at top and lower (Grayson and Hodges, 2017).
Basically all stakeholders did not much impact on the operational management and its decision making.
Different stakeholder’s have different expectations. For example: shareholder concern is to earn more
profit that means services must be sold at higher prices for high quality while customer’s concern is to
enjoy good services at reasonable pricing for hotel Marriott.
Hence, in this situation operational leader faces the problems for satisfying each stakeholder involved in
business.
Sustainability: Every organization objective is to earn and have long term sustainability and it can be
ensured only through balance of economies of scale. The balance in internal and external environment is
also necessary to manage so that business can resist the changes. Moreover, working towards the healthy
environment by reducing the waste and using fuel efficient techniques is supportive in meeting
sustainability (Harrison and Lock, 2017). In various cases, for managing sustainability leaders do not
initiate much due to the fact that it includes huge cost in purchasing green technology and operating it
effectively.
Intrapreneurship: It involves beginning of new ideas for the purpose of creating values in the activities
undertaken. It basically includes making new self developed organization within the Marriott. Many
organizations consider this as the entrepreneurship only. This also assists in quick innovations for
managing regularity together with transparency in business operations and growth. Moreover, it also
motivates autonomy and independency to the leaders of the organization.
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Conclusion
In the current study, the report had given the role of leaders and managers functions and then applying it
on hotel Marriott by considering different situations and relevant theories. It had also described the key
approaches to operational management and the leaders and managers role in it. The study has also
resulted the value and importance of operation management in meeting business objectives. At the end,
the report had also given the understanding on the relationship between management and leadership in
contemporary business environment.
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