Leadership and Management in the Hospitality Industry

This document discusses the importance of leadership and management in the hospitality industry. It explores the challenges faced by managers and leaders in this industry and provides solutions to issues like frequent changes in plans, long working hours, and seasonal fluctuations. The case study focuses on Hotel Holiday Inn and provides insights into the role of leaders and managers in this organization.

Leadership and
Management

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Critical essay around an area of contention linked to leadership and management issues
experienced and applied to Hospitality industry.........................................................................3
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Management can be defined as the process of planning, making decisions, leading as well as
controlling the business activity on a regular basis for the purpose of attaining the goals. It is one
of the most important process which allows the business entity to perform better and tackle any
sort of critical condition which can create issues in attaining the goals. On the other side,
leadership is process where leaders are required to set a new direction or the vision which can be
easily followed by the subordinates (Haile, Emmanuel and Dzathor, 2016). Any of the
organisation requires leader within the company because they are the one who can easily motive
their subordinates and guide them in best possible manner for attaining the goals of a company.
In context of the report, the chosen organisation is Hotel Holiday Inn. It is one of multinational
organisation which has been dealing within the market since long time period and providing the
services to the customers as per their requirement. It was commenced on 1st August 1952 by
Kemmons Wilson whereas its headquarter is located in Denham, Buckinghamshire, United
Kingdom. Currently organisation has been able to provide its services America, Europe, Africa,
Asia by establishing around 1300 branches. While talking about the file, depth research will be
conducted for an area of contention linked to leadership and management issues experienced and
applied. For the purpose of understanding the concept in detail, several types of theories and
challenges which a leader has to face will be explained in detail. There are some of the other
topic as well such as importance, roles and responsibility of a leader. Finally, critical review will
be done for the purpose of better understanding about the file.
MAIN BODY
Critical essay around an area of contention linked to leadership and management issues
experienced and applied to Hospitality industry.
Leaders and Managers means both research and practical skill that is based upon ability
of an person or an individual to lead an organization. In other words, it can be said that they help
in guiding a organization towards better and more effective way of earning profit in faster
manner. In this, every opportunity of communication is seen and also mentoring is done to
clarify objectives which has to be achieved by an organization. Also these leaders are responsible
for setting up of vison and aim of company (Herman, 2016). Leaders built up certain skills and
motivates employees to perform better and give quality results. It can also be said as art of

motivating a group of persons for achieving of common goal. In business this can be identify as
directing workers and collogues through a strategy to meet with company needs. There are
certain qualities that a good leader should have and they are clarity which means they should be
clear and precise towards accomplishing of task. Decisiveness which means once they have
made up their mind then no one can stop them from achieving their goals. Then comes other
qualities like encouraging employees, making them passionate about work and also should has
some humanity within them. then comes management which means to administrate an
organization to helping in up liftmen of an organization by helping it through achieving of goals
and objectives of an organization (Hamlin, 2016). Organization also coordinates with the
employees and make them work in proper manner. It contains an important function of forming
those policies that is required by an organization and contains elements like planning, controlling
and directing of organizational resources. Also it contains certain characteristics like it is a goal
orientation process and is multidimensional in nature. Dynamic nature of managers can help in
dealing with any kind of situation in an organization. Principals of management is discipline,
order in performing work. Another principal is that roles of managers is also required to be
changed as per the demand of project. Another principal is analyzing and then applying
strategies related to an organizations discipline. A manger should be an expertise in its field.
Management is responsible for guiding of human resource department about performance of
employees by giving them proper data about employees working capacity. Both management
and leadership is important for working of Holiday Inn because it is going make the functions in
an organization to be working very smoothly and is also going to take care of employee and
employer relationship in the hotel. Leaders of Holiday Inn is going to promote the policies that is
going to help in motivating of employees and is also going to promote positivity in a working
environment. Under management all operations are to be performed in smooth manner that has
to be checked by the manager through strategies.
In any of the company, it is necessary to understand that manager and leader are the one
who can easily run the company in best possible manner. If in any of the situation, any of the
entity is unable to hire the right candidate for the place of leader and manager then in that
respective condition, it will not be an easy task for the organisation to sustain. There are number
of importance in context of hotel industry as they are the one who can easily motivate their
employees to perform any of the task. Not only this but, they can also allow the company to earn

profit and find out the possible way to deal with the situation (Renz, 2016). Even there are some
of the situation where changes are required within the hospitality industry and in that respective
condition, new technologies can be introduced where leader can guide their subordinates that
how they are required to operate the machines so that in any of the situation problem will not
occur. It is not possible for any of the organisation to operate within the market if they have
don’t have skilled manager and leader who has the ability to tackle the situation. Even managing
the number of worker is among the difficult task which is not possible without if company don’t
have manager because they can identify the main cause and according to that further decision
can be taken. In context of Holiday Inn, they are one of the multinational organisation where
different circumstances occur on daily basis which means that importance of manager and leader
increases automatically and better outcomes can be achieved (de Oliveira, Cavazotte and Alan
Dunzer, 2019). This means that if any of the organisation have well developed management then
there will be less chances of conflicts and if challenges will be more than it can be resolved
easily in the best possible manner.
Leader are the one who helps to motivate their employees by guiding that how they are
required to deal with any of the situation. In any of the entity, there is a huge role of leader
because there are number of situation where working style is required to be changes and in that
respective condition, leader can easily provide essential training to the workers that how they are
required to work for attaining the goals. Whenever any of the employee gets the support from his
or her leader, it becomes easy task for them to perform the work as per the set criteria. There are
number of roles which has been assigned to the leader as it is essential for any of the leader that
they must be able develop the image of trustworthy captain who is ready to guide his or her
subordinates in best possible manner. The second thing which the most important role of an
leader is to be effective communicator which is one of the essential task for any leader. There are
number of other roles as well such as providing clear instruction to un sub-ordinates in order to
reduce the percentage of mistake while performing any of the task (Akhter and et. al., 2016). The
another important role which is to be performed is related with providing training to the new
worker in the manner of empowering them. Also, there are number of situation where problem
arises within the company and it is necessary for the leader to think in a creative way for finding
the best alternative solution to the problem. While talking about the manager of the company,
they have number of roles which they must be able to perform. It is essential to understand that

the first and the most important role of any of the manager is to do effective planning. In present,
planning is the only way to give tough competition to the rivalry firms else it is very difficult to
sustain within the market for any of the manger. In context of hospitality industry, it is essential
for manager to introduce effective ideas that can attract more number of customers. Managers
are the one who to make co-ordination with all of the department so that if in any of the situation
problem arises then it can be resolved in a short time period (Hallinger, Liu and Piyaman, 2019).
In present scenario, there are number of organization which has been dealing within the
market for attaining some milestones but due to different challenges and issues, it doesn’t
become an easy task to do. It is assumed that each and every organization faces the issues within
their organisation and it is necessary for them to find out the solution if they want to attain the
goals. For the purpose of solving any of the issues, manager and leaders are the two strong
personality which can contribute in best possible manner for attaining the goals (Iles and Preece,
2016). In the same manner, whenever any of the hospitality industry faces any of the problem
they require the help of manager and leader who formulate different policies as per the
requirement accomplishing the targets. In context of the hospitality industry, there are thousands
of problem which a manger and leader has to deal. In the same manner the main problem which
they face is frequent changes in plans and policies but there is the tourist who likes to have a
different taste on regular basis which creates huge issues for the manager as well as for leader.
There issues or challenges are not limited to it, as on a regular basis technology changes with the
help of innovative idea which means it is also one of the major problem for the management
because they are also required to introduce latest concept because sustaining within the market
plays the most important role. The another and the most significant issue which can be seen
within the hospitality industry is related with Long and Irregular working hour due to which it is
not possible for the manager and leader to sustain their employees for the long time period.
Whenever any of this condition arises, it is motivation level for employees reduced due to which
it becomes problematic for attaining the goals. There are other challenges as well such as
political and security challenges. It has been found that providing security within hotel like
Holiday Inn is one of the difficult task because surveillance must be done on a regular basis.
There are Number of Giant entity which has been dealing within this particular market due to
which it becomes necessary for the organisation to hire the skilful and labour and sustaining the
existing one is difficult task (Stanley, 2016). The challenges or the issues for manager and leader

do not ends here because it has been found that it is the modern world of technologies. It has
given the opportunity to the customers to select the hotels which can suit their budget. In this
particular situation, the major challenges for the management is to retain their customers and if
they fail to do so then in that respective condition, it is not an easy task for the company to
sustain within the market. The another challenge which is required to be faced is related wit
seasonality. There are number of hotels and motels which are unable to continue for long time
period because they only get the chance to earn profit in the months of season of tourist. It does
not allow to cover up the expenses for yearly basis. It is among the issues which is creating the
huge problem for owner of the company. Not only this, but it is essential to understand that
whenever any of the organisation performs its duty they must be able to find out the ways to deal
with all of this problem in best possible manner.
While talking about the problem related to frequent changes in plans and policies, it is
essential to understand for the manger and leader of Holiday Inn that they must be to provide
different services to different types of customers. Here, manager has the option to form the
policies which they will provide flexible services to customers which means their way of
providing the services will be based upon the requirement of customers. In this particular
situation, it becomes essential for the leader to provide training to their employees that how they
are required to treat any of the customers. Also, leaders have the option to do distinguish among
the employees who will provide the services to the customers as per their requirements (Whaley
and Gillis, 2018). When it comes to another challenge related to working hour of employees,
manager will have the option to form the policy where employee should not work more than 8
hours in a day as it will allow them to be lazy. Even incentives plans can be introduced with
overtime. Here, as per the plans and policies, leader will have the option to guide their sub-
ordinates that how they are required to work whenever their shift changes because it is one of the
way to sustain the employees and allow them to overcome from the issues and problem which
they face on a regular basis.
There are number of other issues as well which is creating the problem for the manager such
as tourist visit during the season only due to which cost and expenses are difficult to incurred. In
this respective condition, it will be necessary for manager to operate only half of the premises so
that unnecessary expenses can be reduced. It number of employees can be reduced where they

can be provided with overtime during the season which can be helpful for both company as well
as employees and even problem can be resolved easily (Martin, Edwards and Sayers, 2018). In
order to deal with the issue which is related with safety and security, it is necessary for the
manager of Holiday Inn to introduce the latest technology such as metal detector, emergency exit
and more. Introduction to this types of plans and ideas can easily allow the company to attract
the customers for long time period. It short, it can be explained that whenever any of the
organisation faces the problem they are needed to tackle then and for that role of and
responsibility of manager increases automatically because they are the one who is aware about
all of the plans and policies of the company.
Leadership and management are two important parts of an organization which helps in
working of an organization in faster manner. Both have them plays an important role in
promoting of those strategies which are important in achieving of goals and objectives setup by
an organization. There are certain theories that is related to both management and leadership.
These theories help in suggesting right path for operating a task in effective manner (Grint and
et. al. 2016). Leadership Theories help in analyzing of ability of an individual or an
organization for guiding of team and individuals working in an organization. There are five types
of leadership theories which can help manager and leader to sort-out any of the situation for
attaining the goals. Great Man Theory is the theory where leaders are born with the talent and
ability of leading a company. As per this a leader is born with intelligence, confidence and
communication skill. This theory suggests that and ability to learn and inherent is that the best
leader is born. This theory is also helps a leader to get connected with people in a manner that
motivation and morality increases within the employees of an organization. This can be better
understood through an example that is a Kathleen Yosko is an CEO of a hospital and is given
opportunity to prove leadership skills by assisting employees during an operation. This can be
achieved by her only by boosting confidence of employees and providing them moral support in
environment of an organization. This theory is helpful for Hotel Holiday Inn because it is going
to make its leaders motivate the staff members which are going to improve services of the hotel.
This is going to lead towards development of larger customer base in UK (Donert, 2018). The
Trait Theory is that kind of theory in which the basic principal is based upon a saying that
“Great Leaders are born, not made”. Under this theory ability of a leader to lead is observed.
This means that his capability of leading an organization has to be so accurate that all employees

present in an organization should get positively influenced from it. Under this theory honesty,
competent, inspiring and intelligent these skills should be there in a leader. This can be
understood through an example that ASD is an organization in which leaders are bring out some
creative skill of workers to make them feel like a valuable to company. This is going to boost
confidence in an employee which is going to make him perform better in an organization.
Transformational leadership theory is that type of theory where all the leaders and managers
come together and discuss about ways to bring out abilities within each other that influences all
the employees in an organization to perform like them. Under this only vision and guidelines are
transformed to meet present market need (Lahtero, Lång and Alava, 2017). This can be
understood through this example leader of a company is discussing about vision of a company. Is
working to make it more efficient to build a sense of working in an organization. This is going to
make leaders of Holiday INN to motivate its workers to provide faster and better services this is
going to be done by them through changing vision and objective of the hotel. Management
theories are those set of rules which helps and organization to set-up rules and regulations which
are formed by the managers of an organization. All such theories help in managing of all
operations in smother and better way (Edwards, 2016). These rules and regulations are bound to
be followed by all employees working over an operation. Some theories are explained below.
Quantitative Management theory are that type of theories which are important from a view
point of mathematical and statistic. As in this theory models related to math and stats are used
under various situation of management. This is very helpful in valuation of data, production
amount and also helps human resource to analyze performance of employee. This can be
understood through an example that is WER ltd is an organization which is applying this theory
within there working pattern and mangers of this company is getting appropriate data which is
helping them to improve companies condition. This is going to be helpful for managers of
Holiday Inn in a way that it is going to help in generating of appropriate data about employees
and money spend and is going to help in managing of problem which is going to effect the hotel
(Hansman, 2016). Contingency theory is based upon the effectiveness of management that is
dependent upon application of management behavior under certain important circumstances.
This can be explained in other way that how management should be changed as per situation.
This is going to help Holiday Inn to taking effective measures which is going to manage effect of
risk that could occur in future. Quality management theory is related to management of quality

that is regarded to particular task. In other words, this means that to achieve desire level of
results with the accomplishment of a particular task. Also it helps in determining of policies and
implementing them to improve quality of product and services both. This is helpful for an
organization in a manner that suppose an SAD is an organization and its manager is following
this theory which is helping them by increasing quality of products. This is going to help Holiday
Inn managers in a way that they can keep a check over both product and services quality in order
to gain loyalty from its permanent customers. System Management theory is related to
dominance organizational theories and involves monitoring inputs, through output and also
feedback loops which is going to make change that is necessary for growth of an organization.
Example for this is QWE Ltd is a company that is using this theory and is able to improve all
defaults within it (Sebastian and et. al., 2019). This is going to help Hotel Holiday Inn managers
in a manner that it is going to make them gain feedbacks from its customers which is going to
make them perform better services in future.
In order to have a critical review about the topic, it will be essential to understand that
there are managers and leader who can allow themselves to take some of the important decision
within the organisation. The second thing which is very commonly found is that although,
manager and leader has to face different challenges and issues but it will be important for them
to understand that it is only possible in that respective situation where proper planning has been
not done by the organisation (Huber and et. al., 2016). It is essential for any of the manager to
prepare the plans and policies in advance so that there will be very less chances of occurrence of
any of the issues. The second thing which is also very vital is that although company introduces
new and latest technologies within the organisation but their leader fails to provide essential
training which is the main reason within the hospitality industry that employee faces the problem
to operate any of the technology. But, on the other side, there are some of the important points as
well which is related with the topic such as it is one of the process which allow the organisation
to overcome from the tough situation. The planning and plotting within the hospital industry and
customer dealing is very important and that can be only done in that respective condition where
manger and leader are able to guide their sub ordinates. Although, there is a tough time within
the entity but still it is necessary to know that company can only perform in that respective
situation where they allow their manager and leaders to take decision because they are well

aware about the condition (Tretiakov, Whiddett and Hunter, 2017). It will automatically allow
them to attain the goals in a shorter time period.
It is recommended to the manager and leader of a hospitality industry that whenever they
take any of the decision it must be done with proper planning so that chances of errors can
reduced. It becomes very difficult for the employee to adjust themselves within the new working
condition which directly affect their moral. It is necessary for the organisation that whenever
they introduce the new technology they must be able to decide whether those can be adopted by
their employees or not because if they are unable to do so then in that particular condition
company faces the problem and chances of obtaining the goals reduces automatically. The
another thing which is very important for any of the entity to focus is that they must be able
proper guidance and they must be motivated because of the main problem or challenges they
faces within due to the improper working hours (Till, McKimm and Swanwick, 2018). There are
different theories which can be used for making the correct decision and also management can
take the help of employee because it will allow them to generate better idea and concept.

CONCLUSION
After having the detail analysis, it can be easily analysed that leader and manager are the
two important pillar of an organisation who manages each and every situation for the purpose of
attaining the goals. Whenever any of the company perform their work them requires the proper
team and in that respective situation team leader can be effective in formulating the team and
guiding them that how they are needed to perform in any of the circumstances. There are number
of challenges which occurs on a daily basis within the hospitality industry but in order to
overcome from the problem and challenges, company requires the skilled and qualitative manger
and leader who can judge the situation. It will simply allow to uplift the performance and even
chances of errors can be reduced automatically. In addition, tough situation comes within the
organisation but it is essential to understand that this situation can be tackled only in that
respective situation where manager and leader are able to take the help of different leadership
and management theories. This theory can guide them about the decision which they are require
make for the effective decision.

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