Management and Operations: Roles of Leaders and Managers in JW Marriott

This report discusses the roles and functions of leaders and managers in the operation and management process of JW Marriott. It explores different approaches like total quality management, Kaizen process, and just in time approach. The report also highlights the importance of coordination, planning, and organising in the hospitality industry.

MANAGEMENT AND OPERATIONS

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY: ................................................................................................................................3
TASK 1.......................................................................................................................................3
Describes the roles and characters of the leaders and the mangers:...........................................3
Task 2:.........................................................................................................................................6
Describe the function of the manger and role of the leaders in context with the different
situations.....................................................................................................................................6
Theories and the models:............................................................................................................7
PART B............................................................................................................................................8
TASK 3.......................................................................................................................................8
Role of the manger and leaders in different approaches of the operation management:............8
Describe the importance of the operations management in increasing the business objectives. 9
TASK 4..........................................................................................................................................10
Describe the factors of the business organisation which impact on the operation management
and decision of the leaders and the mangers ............................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
The operation and management is the set of practice which help in the administration of
the business for increasing the efficiency of the organisation. The operations and management
process is very helpful in the converting the goods and labours into the effective goods and
services for maximising the profits of the business. The operation management process also help
the business organisation in maximising the cost profits of the businesses by focusing on the
good revenue policy. The operation management process is very effective tools for increasing the
profits of the organisation (Jiang, Lu and Meng, 2022). The operation management process work
in different fields which increase the productivity of the products and services. The different area
which the operations and management process includes for developing the business are
manufacturing, retailing, marketing, advertisements, delivering and many more process. The
operation and management process also focus on the finance and marketing process for
inventory, quality control and logistic development of the products and services. The report has
taken the JW Marriott for understanding the operation and management process. The JW
Marriott is the hospitality industry which was established in the 1984 and the headquarter of this
hospitality industry is located in the Maryland, United State. This hotels has showed their good
market in the United Kingdom. The JW Marriott has developed their brands in different
countries and serving their services in more than 100 hotels.
MAIN BODY:
TASK 1
Describes the roles and characters of the leaders and the mangers:
The different function and operations has been performed in the organisation and these
all process and operations creates the obstacles which decrease the efficiency of the workforce
within the organisation. The obstacles and problems of the organisation should be overcome with
the help of the team of the business. The manger is the head of any business organisation who
focus on the overall activities of the business. The function of the mangers includes the
monitoring of the different function, regulation of the activities and guiding the team members of
the organisation for attaining the desired objectives (Riabenko and et. al., 2020). The leader is
most important person in the organisation who provides their leadership to the organisation in
setting the clear vision of the organisation. The work of the leader is to guide the employees by

increasing their morales and motivation them. The leader is the person who directly involve in
the work process of any organisation and help the organisation in achieving the goals and setting
the new targets for the company or organisation. The leaders and mangers both are the pillar of
any business organisations which provides their efforts in finding the desired outcomes for the
organisation. The roles of the leader and mangers are as described below:
The roles of mangers and leaders with respect to different context are as follows:
Basis Leaders Managers
Control, scope and overcome
process.
The leaders plays very
important role in controlling
process in any business
organisation. The leaders set
the different guidelines for the
operation of the business. The
leader provides the business
instruction to the mangers for
developing the abilities of the
employees in the work. The
leaders also guide the
employees for proper
utilisation of the resources and
technology (Agarwal and
Gupta, 2018).
The control of the managers is
in every area of the
organisations. The mangers
regulates the different
activities in the organisation
and also control the activities
of the work force as per needs.
The mangers communicate
with the leaders of each and
every part of the business
before controlling and
regulating the work of the
organisation. The mangers
provides the detailed to the
leaders of the organisation for
development of the different
strategies in the workplace.
Administration: The leader shows the less
involvement in the
administration department of
the organisation. They are
more focus towards the
operational management
The mangers act as coordinator
of the administration
department of any firm and
organisation. The function of
the mangers in administration
departments includes the

procedure of the organisation.
The leaders follow the
instruction of the mangers and
follow the guidelines of the
managers in the administration
areas.
recruitments of the new
employees, orders of the
supplies and materials,
monitoring the expenses, focus
on the payrolls and time
sheets.
Comfort zone The leader provides all the
innovative ideas and policy
which is essential for the
growth of any organisation.
The mangers of the
organisation work in their
comfort zones and not helps
the business creating the
innovative ideas which is
necessary for the
implementation process.
Vision and objectives: The vision of the leaders is to
set the different goals which is
apply in the different
operational work of the
organisation (Altinay and et.
al., 2019).
The goals and vision of the
mangers is to motivates the
employees towards their work.
The mangers also focus on the
team development by
coordination process. The
mangers help the leaders of the
business organisation in setting
the standard of the
organisation.
In context with the chosen hospitality industry, the JW Marriott hotels focus on the good
relationship o the mangers and the leaders for increasing the service of the hotels. The mangers
and leaders of the respective hotels work in proper coordination for avoiding the duplication and
negligence of work and enhance the development of the hotels. The leaders of the JW Marriott
hotels set the standards of the business for proper operation of the hotels in the competitive
markets. The mangers help in implementation process of different standards by coordination of

team as well as also regulates the operational work of the hotels (Kordova, Kats and Frank,
2022).
Task 2:
Describe the function of the manger and role of the leaders in context with the different
situations
The roles of the leaders is to develop the different rules for proper operation management
while the managers take the different responsibilities of the organisation and help the leaders in
their roles. The roles and responsibilities of the mangers and leaders in different situations are as
follows:
 Planning: This is the pre determining process which has set by the organisation for
finding the priorities of the organisation in setting the targets. The managers of the JW
Marriott hotel focus on the planning and goals which reduce the cost of the products and
services for increasing the large numbers of the customers (Keller and Brexendorf, 2019).
The roles of the leaders in planning process focus on the finding the best employees for
the hotel s for increasing best service quality in order to boost their profits. The leaders
finds the best serving employees for achieving the goals which has predetermined in the
planning process.
 Coordination process: The coordination process is very important for carry any process
in the business. The coordination process develop the collaboration of the different parts
of any organisation in order to increase their efficiency for getting the best outcomes. The
leaders of the JW Marriott hotels develop the relationship of different people of the
different departments by communicating. The leaders of the hotels has to performs
different functions for increasing the mutual benefits of the hotels. The responsibility of
the mangers is to develop the performance of the employees by assigning them different
assignments (Xiao and et. al., 2018).
 Organising: The organising is the process of the setting the resources, raw materials and
equipments in very proper and systematic way. The organising process of any business
increase the profitability by reducing the wastage. The role of the leaders in the
organising process is to set the resources and other materials in accordance to plan and
guide the team members to work according to the plan. The mangers increase the
accountability of the workers by motivating them.

 Staffing: The Hotel JW Marriott believes that the human capital is the best asset of the
organisation. The leader and the manger of the JW Marriott hotel together work for the
better performance of the staff. The leaders focus on the work and ensure the team work
in the staff rather than the individual work of the staff. The mangers focus on the
experienced and skilled staff selection in their recruitment process as well as provides the
different training and session for their staff in order to develop their skills.
Theories and the models:
 Situational leadership theory: The situational leadership theories has been developed
by the Hersey and Blanchard and states that the approaches of the leaderships. The
approaches of the leadership includes the telling, selling , delegating and participation.
The situational leadership also follows the four levels of maturity which focus on the
commitment, competence and the confidence. This theory states that the leaders should
have the quality of adapting the leadership process which is based on the situations. As
per this theory the leaders have the quality which increase the different variables and
increase the dynamic process for completing the task (Tang, 2019).
 Contingency theory of the leadership: The contingency theory of the leadership had
introduced by the Fred Fiedler which described the leadership in three dimensions. The
different dimension of the leadership includes the status of the leaders, task level of the
structures, and the relationship between members and the leaders of the organisation. The
first steps is the leadership styles which focus on the co working styles. The second part
is based on the favourable situations and this increase the position of the leaders and their
task structures (Gerdin and et. al., 2019).
 System theory of the leadership: The system theory of leadership describes that the
collection of different skills like team management. Leadership quality, time management
and other skills increase the efficiency of any person to become leaders. The system
leadership increase the efficiency of the system and focus on the different global issues
like the poverty, hungers, environmental problems. The system leadership is the
collective form of the leadership which increase the collaborative power of any
organisation and focus on the sustainability of the environments (Adams, 2018).

PART B
TASK 3
Role of the manger and leaders in different approaches of the operation management:
The operation management process is the way which focus on the activity of the overall
organisation in order to increase the profitability. This management process increase the
efficiency of the employees. For attaining the objectives of the company. The different
approaches which the JW Marriott company has follows are as describe below:
Total quality management process: The important and effective approach of the management
and operation process is the total quality management. The main objective of this process is to
focus o the overall activities of the organisation which has aimed to develop the quality of
product and services (Ardebili, Boscolo and Padoano, 2021). The total quality management is
based on different steps. The all steps focus on the standardisation of the products and services.
For providing the best quality of products and services to their customers the hotel has adopted
different effective measures.
Role of mangers: The role of the mangers is to analyse the process of manufacturing of
food items in the hotels on regular basis for checking the quality of the products. The mangers
also identify the loop hole in the production process and increase the steps to reduce these loop
holes.
Role of leaders: The leaders focus on the different control measures of the activities. The
leaders also provides the reward to the employees and motivates them for increasing work
efficiency of the employees.
Kaizen process: This approach provides the business activities which is helpful in improving the
function of the each and every employees in the organisation. This approach increase the supply
chain by developing the logistic and purchasing boundaries. The Kaizen process focus on the
modification of the errors and eliminating of the unwanted process and activities of the
organisation. This ap[roach of the operation and management focus on the continuous
improvements in the quality of products and services. The hotel JW Marriott has chosen this
approach for tracking the production process of the organisation (Godfrey, 2018). This approach
help the hotel in improving the production process and decreasing the wasting of the resources.

The Kaizen approach is very slow process in the improvements but helpful in the growth and
development process.
Role of mangers: The role of the mangers in this approach is to prepare the strategies
and develop the communication link between the employees for effective and significant
implication of these strategies.
Role of leaders: The role of the leaders in this approach is to guide the staff and support
them in overall process. As this approach id very gradual process so the leaders has to guide the
employees in very positive way so that they can give their 100% efficiency in overall process.
Just in time approach: This is the very crucial approach in the operation and management
process of any organisation. The main aim of this approach is to reduce the cost of the
production by eliminating the unnecessary process of the production. The mangers and leaders
both play very important role in identifying the unnecessary process for decreasing the cost of
the production approach increase the overall efficiency of the business organisation. The JW
Marriott hospitality industry has opted this approach for increasing the operational activities of
the organisation by decreasing the unwanted activities (Salgado, 2019).
Roles of mangers: The mangers provides the effective strategies to the employees for
increasing their performance in very systematic and effective ways for ensuring the development
of the organisation.
Roles of the leaders: The leaders has focused on communication process to the
workforce for providing them the continuous supports and motivates them. The leaders also
identify the roles of the employees in personal level for increasing their performance.
Describe the importance of the operations management in increasing the business objectives
The operation management process in context with the JW Marriott increase the
operational efficiency and improves the quality of products and services. The operation
management help the hotels in producing the bulk amount of products and services to heir
customers. The bulk production with the help of operation management process increase the
profits margin and by minimising the cost of production. The importance of the operations
management process are as follows:
 Consumer satisfaction: The customers satisfaction is very important in the development
of any business or organisation. The operation management of the JW Marriott has
increased the connection of the business to the stake holders for increasing the

satisfaction of the customers towards the organisation. The JW Marriott has opted the just
in time or Kaizen approach of the operation and management for increasing the quality of
products and decreasing the cost production of the products. The process of the operation
management increase the trust of the customers towards their services. The hotel has also
focused on the brand image which increase the satisfaction of the customers. The
satisfaction of customers increase the profitability of the hotels and increase the objective
of the organisation (Choi and et. al., 2019).
 Reduction in the cost: The cost reduction is way which increase the profitability of the
business by increasing the demands of the customers towards their products and services.
The operation management approaches increased the cost reduction process of the
organisation by increasing the productivity. The JW Marriott has used different operation
objectives like total management systems, just in times for increasing the productivity
and setting the cost at the reasonable rates for increasing the customers base.
 Sale increment: The different approaches of the operation management has increased
the sale of the business by utilising the proper resources in very effective way. The
operational approaches of the JW Marriott has increased the overall efficiency of the
organisation and also helpful in reducing the cost. The operation management process
enhance the quality of the products and services of the hotel and it has ultimately
increased the customers attraction towards the services and products (Garg, 2021). The
affordable price which has set by the hotel by using the different tools of operational
management has increased the large number of the customers towards their products and
services.
TASK 4
Describe the factors of the business organisation which impact on the operation management and
decision of the leaders and the mangers
The several factors impact the operation of the business organisation and impact on the
decision making process of the leaders and mangers. The different internals and external factors
which increase the efficiency of the organisation are as follows:
Internal factors

Capital resource: The capital describes the financial funds which is needed by the
company or organisation for expanding the business of the organisation. The capital includes the
money, resources, productive equipments, machinery and use of the technologies. The capital
has been used by the organisation for increasing the production as well as enhancing the
marketing process.
Human resources: The human resource is very important factor which impact on the
operation of the business and creates impact on the decision of both the leaders and the mangers.
The JW Marriott has focused on the factors which decrease the conflicts of the employees and
increase the operational management of the hotels.
External factor:
Customer involvement: The role of the customers towards the organisation increase the
efficiency of the operation management. The customer involvement increase the profitability of
the business. The customer involvement focus on the evaluation process of the brands and
products and compares from the other products and brands. The JW Marriott has increased the
customer involvement by reducing the cost of their products and services by offering discounts.
Competition in the markets: The competition is the external factor of the business
which impact the operation management process. The competition in the markets increase the
pressure of the organisation and decrease the efficiency of the organisation. The competition in
the markets change the thinking ability of the leaders and the mangers and involve their
efficiency in reducing the the cost of their production in order to make available their products
and services at the reliable rates (Bai and Sarkis, 2020).
Technology: The technology also plays very important role in the operation
management. The use of new technology increase the efficiency of the operation management in
order to attain the objectives. The technology reduce the work pressure of the mangers and
leaders of the organisation. The JW Marriott has focused on the technology development for
increasing the marketplace of the business. The new technology also help the managers of the
hotels in acquiring the objectives in very efficient way.
CONCLUSION
As per above report the, operation and management process is very important for the
development of any organisation. The operation and management process focus on the different
strategies which is useful in overall function of any organisation. The report has chosen the

Hospitality industry for describing the operations management. The report has described the role
and responsibilities of the leaders and mangers and their effect on the business organisation. The
mangers focus on regulating the overall of function while leaders develop the different strategies
for increasing the efficiency of the business. Furthermore, the report has also described the
different types of leadership which increase the performance of the hotels in the marketplace.

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