Developing Manager

This report provides insights into different management styles, leadership characteristics, communication processes in businesses, and analyzing organization culture and change management. It also focuses on the role of a manager in Dorchester Hotel.

Developing Manager

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Different management styles.................................................................................................3
1.2 Leadership characteristics......................................................................................................4
1.3 Communication processes in businesses...............................................................................6
1.4 Analysing organisation culture and change management......................................................7
TASK 2 ...........................................................................................................................................8
TASK 3..........................................................................................................................................22
3.1 Leading and motivating a team for achieving goal or objective..........................................22
3.2 Justification for managerial decisions..................................................................................23
TASK 4..........................................................................................................................................25
4.1 Supporting career development via self managerial skills..................................................25
4.2 Reviewing career development............................................................................................25
CONCLUSION..............................................................................................................................28
REFERENCES..............................................................................................................................29

INTRODUCTION
An organisation runs successfully when complete operations that are involved in
achieving goals and objectives are well managed. It is very important that every organisation
must indulge in development of effective management strategies so as to sustain growth. Be it
tourism, travel, corporate or any sort of business, the more the things are managed, better is
performance graph of company. For developing better understanding of managerial attributes,
there are certain techniques and principles that can be adopted by employers and employees.
This report aims at providing considerate knowledge and skills of the management principles.
For completion of comprising tasks Thomas Cook Group, Thomson Holidays and Dorchester
Hotel were taken into consideration. One can gain a better understanding about career
development techniques with managerial skills. Internal analysis gives an insight about major
strengths and weaknesses of a subject. Development cannot take place without this process. This
report will provide a path for developing management characteristics in an individual.
TASK 1
1.1 Different management styles
Thomson Holidays was established in 1965 as a travel giant. Basically, the organisation
is known for its exemplary services in tourism sector (About us- FAQs, 2016). Apart from
developing tour packages for customers; the company has been providing services in airways
and cruises. Management style that is adopted by Thomson Holidays is directive or coercive
style. Here, manager is the sole decision maker and believes in micro-managing. All the
employees are instructed to work according to orders of a manager or leader. Although close
control often helps in avoiding deviations from defined objectives; but this style is more or less
dictatorship. Highly skilled and talented employees would be less tolerant for this kind of
leadership. The sustainability of manager increases if work force is less skilled and needs ample
amount of training and learning. Else, the balance in relationship of boss and employee will get
disturbed. The company can adopt this kind of managing style at times of crisis because at that
time, only instructional path is needed to be followed (Mason, 2015).
Thomas Cook Group plc has expanded its operations in 2007 in England. It is the leading
global company providing its services in tourism and travel industry. The group has adopted
coaching style of management. When considering long term vision for a company, it is very

important that retention power and satisfaction level of employees is high enough. This can only
be possible if they can view their growth and development with the company. This managing
style is efficient in this case. The manager just not limits the growth of the company through him
but initiates an overall growth pattern through betterment of employees (Styles, Schoenberger
and Galvez-Martos, 2015). Strengths and opportunities are realised by the employees through the
manager. The whole concept remains paralysed if the manager is not efficient enough or less
talented. Simultaneously, crisis situations cannot be smoothly dealt with this style because
company cannot spend its time in training and learning session when action is the need of hour.
Scientific management is another management style which is also known as Taylorism.
This management style is based on the analysis and synthesis of workflows. Application of this
management style in Thomas Cook group will focus on bringing economic efficiency and
increasing productivity of labour.
As compared to the scientific management, classical management approach focuses on
productivity and efficiency of the workers. It does not focus on differences in their behaviour.
Hence, this approach is considered as a combination of administrative, bureaucratic and
scientific management styles.
Bureaucratic management theory contains two essential elements which focus structuring
an organization into a hierarchy. As compared to classical management approach, bureaucratic
management style comprises of clearly defined rules which would help Thomas Cook to govern
the members of the workforce.
1.2 Leadership characteristics
Leadership is an important aspect of deciding success and failure of a strategy for an
organisation. A good leader has various characteristics which helps in portraying and developing
his vision for an organisation. Both organisations that is Thomas Cook and Thomson Holidays
have exceptionally great leaders; who have helped these companies to emerge from scrap to
multinationals. These leaders manifest the following major characteristics:
1. Focus: The core or centre of every strategy must be only attribute that a leader must
have in his conscious. All the decisions are taken by keeping the “focus”. For example,
the leaders at Thomas Cook have well defined objectives, vision and mission which help
them in focusing on their requirements and working only on that particular path.

2. Confidence: This is the base of a leader. Second most important quality of a leader is
confidence. All his strategies and ideals are based on this “confidence level”. For
example, whenever the leaders at Thomas Cook take a decision or present themselves,
confidence creates an aura that is unbeatable without facts (Connelly, Gaddis and
Helton-Fauth, 2013).
3. Integrity: Subordinates follow footprints of their leaders. Hence, integrity is a quality
that need to be possessed by leaders. For example, it is the responsibility of the leaders at
Thomas Cook to embody morals and values that add up to integrity of the company.
4. Passion: It is very important for a leader to have passion for his work. If he doesn't enjoy
his responsibilities then the person won't be able to generate valuable output. For
example, at Thomas Cook, the leader has to be involved on work and show interest
towards it which will in turn be demonstrated by the team members as well.
5. Patience: Being the most highlighted person, Leader is like a one stop junction between
members and external people. All sorts of situations are his sole responsibility. Hence,
for dealing with extremities, patience is a must.
6. Authenticity: Originality is the key to sustainable competition. Thomas Cook is
authentic to core in dealing with customers and providing all sorts of services.
7. Stoicism: During inevitable circumstances, the leader has to be calm and modest enough
to admit his mistakes and wrong decisions that led to such results. By keeping
precautionary measures for worst scenarios helps in developing effective and durable
strategies. Such a quality is stoicism. For example, leaders at Thomas Cook must be able
to admit wrong decisions and adopt tactics for avoiding worst scenarios so that crisis
situations can be easily dealt.
8. Generosity: When a leader exhibits cent per cent of his skills and talent for overall
growth and development that is combined growth of himself and his subordinates, then
he is recognised as a generous leader. It is important because prosperity of an
organisation cannot be limited to one individual; it has to be collective efforts of all the
people working for it (Meng and et. al., 2012).

9. Decision making power: A good leader is always able to make great decision by taking
all considerations and viewpoints. For example, the leaders at Thomas cook make efforts
to quickly decide with proper stability and enhanced actions.
Leadership is the combination of all these behavioural attributes in one person. There are
various leadership styles depicted below: Autocratic leadership: These leaders portray a kind of dictatorship. The decisions which
are made by such leaders are dominant and quick and do not engage other people in this
process. Democratic leadership: The leaders that rule by democracy motivate each follower to
participate in the decision making process. They are bit humble and encourage creativity.
People are satisfied with their duties and rights when democratic leadership is dominant.
 Laissez-faire leadership: Abundance of freedom is experienced by members who are a
part of Laissez-faire leadership. Leaders provide support and resources according to
demands and needs of individuals.
1.3 Communication processes in businesses
All the operations of a business organisation are dependent on communication process
they inherit. With development into technology, communication techniques evolved. It has
bridged the gap between employee and employer as well as customer and company. Emails,
websites and telephones have become the latest mediums for communication both internally and
externally to the organisation.
Thomas cook has been growing since its establishment in 1841. Within this span of 170
years; the company has witnessed lots of ups and downs. Presently known as the Thomas Cook
Group, it uses the latest technology for all its communication processes. The company has
developed online platforms in the form of websites and deals with the leading portals that review
products from different companies. This is the most prominent medium for communication
between the company and the customer. Internal communication processes are carried with the
help of outsourcing firms and inbound emails that are confidential to the company. The
organisation has developed better and secure platform so that minimum hesitation is experienced
by the employees for conveying their views and ideas. (Harper, C., 2015).

Thomson Holidays has developed innovative ways for flourishing its communication
processes. The concept of holiday stores was launched by this group. Before the internet world
expanded, it was these stores that provided the facility to consumers for directly conveying their
queries and procedures regarding bookings and travel plans. Internal communication that is the
one between employee and employer is a bit complex and time consuming procedure. The
ground level employees cannot directly contact to higher authorities (Dozier, Grunig and Grunig,
2013). Their queries will be filtered and processed according to the wishes of middle level
people. This creates a drift amongst organisational beliefs and worker. An effective
communication process will only be initiated if the cycle of sending, receiving and replying is
completed.
Every communication process plays an important role in deciding certain factors for a
company. Consumers are crucial part of business communication. If their queries are not
resolved in time, tendency for substitution will increase and create a market shift. Although
development of mobile applications and websites with live chat portals have helped tourism
industry overcome this led backing factor.
1.4 Analysing organisation culture and change management
Charles Handy derived a structure according to which there are four basic cultures for an
organisation:
1. Task culture: Task culture involves division of particular projects, programs or problems
to be divided into tasks which will be accomplished by teams (Korsakova and et. al.,
2016). The complete processing of the powers is within team which shifts according to
roles and responsibilities of team members. Each member in the organization is assigned
the tasks that are to be completed by him on the deadline. Task culture in Thomas cook
also involves fast decision making and much more effective. Overall atmosphere
becomes a mix of all the skills and qualities of different employees. Task culture at
Thomas cook help the employees to learn to develop themselves with team. The only
major task for organisation is to make effective teams according to attributes of
employees. A great mix will result in better productivity (Huhtala and et. al., 2013).
Hence, tasks are assigned as per the qualities and abilities of the employees. This
indicates that suitable tasks are assigned to the employees which aids in completion of

work on time. For instance, if Thomas Cook thinks of making its decisions more
effective, then company has to adopt better strategies for improving its task culture. It
helps in initiating overall progress of community and not just limited to increase in skills
of those people who are in power.
2. Power culture: This type of culture is an authoritative culture. Complete powers of the
company are in hands of some individuals. Influence and authority go parallel.
Employees are bided to follow instructions given by these powerful people. Although this
culture involves fast decision making which definitely adds speed to the growth of
Thomson Holidays but one major drawback is definitely faced in this culture. There are
instances when conflicts and clashes may arise due to dominance of the power employees
on the subordinates (Russo and et. al., 2013). This can lead to ruining of the performance
graph for the organisation.
Change management refers to the approach through which teams and organizations can be
transitioned by using various method that aim at redirecting the use of resources, business
processes and models of operation. With time, there has been fierce competition in the travel
and tourism sector. This requires Thomas Cook to bring certain changes. Organization’s
culture has changed over time which now incorporates elements of power culture as well.
Change management implies bringing alterations in the structure of the organization so that
the changes could be easily facilitated.

TASK 2

Dorchester Hotel is known for its extra ordinary services with high class treatment for customers.
Management of all tasks is important for maintaining such a reputation. A manager has to take
care of all demands made by hotel clients. The following characteristics are essential in
delivering the role of a perfect manager:
 Great communication skills
 Motivation
 Planning
 Delegation
 Time management
 Leadership qualities

Being the manager of Dorchester it is my obligation that no instances that will affect hotel's
reputation will occur.
One of my major skill is being compassionate towards team. I have experienced minimum
criticism from my team members.
I can communicate in about 5 different languages which adds up to compatibility with clients. I
have managed to maintain regular customers and created better reputation.
I cannot compromise discipline. Daily routines and schedules have been provided to new
employees so that their negligence will not hinder further activities.

I had implemented the democratic style of management for my team. This helped them feel
important and all the decisions are collectively taken without my dominance.

 I have a habit of weighing all situations from different perspectives. This helps me in
making wise decisions.
 One of my major strengths include computer and technical skills. This helps in better
understanding of customer requirements. All real time problems that occur during the
day are resolved due to this ability.
 I can manage a team very effectively without making anyone unhappy or without
neglecting anybody's view. These inbuilt organisational skills have helped me deal with
team related problems.
 I have flexibility for work. I help my colleagues and employees in considerable
situations.
 My disciplined nature has helped developed a decorum inside work premises which
helps maintaining peace in my team.

Being a short tempered person, people find it difficult to cooperate with me in emergency
situations. Although I do not loose cool so easily but in extreme situations it becomes
challenging in managing employees.

Hotel can also provide travel opportunities so that I can also explore the world on a professional
level and enhance my knowledge. I can then implement necessary changes which will help in
growth of Dorchester.

As it is said that change begins with you. I have to manage myself at first and come up with my
weaknesses. Only after this I can attain a position of correcting other people.
I have assessed all my qualities and weaknesses as mentioned above. For improving the negative
factors and exploring all opportunities I have to set and prioritise objectives so that I can
contribute to all the goals and objectives of hotel.
Objectives are basically statements that give direction for flowing and working. It is most
important because if a person doesn't have objectives and targets then he/she is working aimless.
The priorities of my objectives will be based on following pattern:
 Behavioural objectives
 Community level
 Process objectives

Developing a perfect team: Since, I can manage time, I will organise better team management
sessions for all. These will include fun games, activities and more brain storming sessions.
Members will interconnect properly and a rhythm will be set for completing all functions.
Accomplishment of the above defined objectives will help in developing a better workspace. As
employees will be happy and satisfied, they will recommend more and more people for grabbing
an opportunity for working here. Hotel authorities will experience great growth in their
productivity and market share which will help them in expanding globally.

TASK 3
3.1 Leading and motivating a team for achieving goal or objective
Being a team leader is a tough task. All the actions of team leader affect organisation as
well as team members (Kostanyan, 2016). Jamie Oliver’s Restaurant in Covent Garden, London,
is facing the issue of reduced quality of customers service. In the past years, service quality of
the restaurant has degraded which has led to several customer complaints. In this regard,
effective leadership is required.
The following tactics can be adopted by the leader at the restaurant in Covent Garden for
motivating and directing his team in order to bring improvement in the customer service:
1. Avoiding micromanaging: No member can tolerate a leader who stands over their
shoulders and peaks his nose in even minute activities. This becomes a disrespectful
situation for both the persons. If leader has ample trust in employee's skills then
micromanagement is not at all needed (Rego and et. al., 2013).
2. Being purposeful: Objectives and goals must be kept in focus. This will help in
maintaining purpose of team. Other than meeting goals, it is important that purpose of the
organisation is delivered and remembered by employees. For a restaurant, purpose relies
in its food taste and quality.
3. Pushing limits: Members will gather a stagnant position if their limits are not exceeded.
They have to be examined and polished for achieving excellence. More possibilities can
be explored by pushing limits.
4. Exchanging emotions: A good and effective team is one that laughs together and cries
together. In short, a leader must participate by showing positive gestures like laughing,
smiling, etc. so that people can leave their hesitation and remove their queries smoothly
(Goetsch and Davis, 2014).
5. Avoiding imposition of fear: Motivation cannot be conveyed by fear. It will only create
drift between leader and members. The leader must be polite and cooperative. They must
guide and coach subordinates in a supportive fashion so that hard feelings are not
initiated.

6. Being decisive: It is important that team leader must be able to take decisions very
effectively. No decision must be made without properly weighing all perceptions in a
situation. Procrastination will always hinder growth and development of not only leader
but complete organisation.
7. Overcoming weaknesses: Leaders are meant to develop strategies in such a manner that
all members can overcome their weaknesses and develop their strengths for betterment of
company.
Leadership is defined as the ability to motivate and encourage people to work towards a common
goal in an organized and responsible manner. There are various leadership styles such as
autocratic, democratic, charismatic, laizzez faire etc. Charismatic leadership would be required at
Jamie Oliver’s restaurant in Covent Garden so that the issues of degrading service quality can be
dealt with.
Hertzberg’s motivation theory assumes two factors that determine motivation in an organization.
These are hygiene and motivation factors. In contrast to this, Maslow’s motivation theory
focusses on fulfilment of five needs which are present in a hierarchical structure. These are
physiological, safety, belongingness, esteem and self- actualization needs.
For the restaurant in Covent Garden, it would be suitable to apply Hertzberg motivation theory.
Hygiene factors as well as motivation factors can be taken care of by the leader. The advantages
of application of this theory would be that this would motivate the employees. Moreover, those
factors will be removed which cause demotivation at the workplace. This will help in making the
employees work in a dedicated manner thus improving the service quality at the restaurant.
However, the disadvantage of this theory is that it leads to false assumption that satisfied
employees will improve their productivity.
3.2 Justification for managerial decisions
There are various types of managerial decisions. These include programmed and non-
programmed decisions. Programmed decisions are of repetitive nature and are taken as part of
daily responsibilities. Hence, the middle level management makes these decisions. In contrast to
this, non- programmed decisions require collection of information so that proper forecasts and
strategic plans could be made.

For a team leader, it is essential to develop appropriate skills and capabilities so that
prominent managerial decisions can be taken. Team leader works as per the direction determined
by the manager; hence it is essential to consider organizational strategies and work processes.
Management decisions are related to employee management and work management; hence it is
vital for the team leader of Covent Garden, London to engage all the employees in such a manner
so that they can contribute in producing the best results for the business entity (Cross, 2003). At
the same time, there should be appropriate involvement of team members in the decision making
procedure so that they can share their opinions as well while enhancing organizational
productivity and performance. This should be adopted for the purpose of reaching towards
organizational aims and objectives. However, along with the same, managers and leaders of
Covent Garden, London should also focus on areas of improvements and development.
In order to attain the specific and determined objectives, it is crucial for the manager of
Covent Garden, London to delegate all the roles and responsibilities in best way. This is also
essential for motivating and encouraging the employees towards better productivity and work
aspects. Leader of Covent Garden, London should also ensure that training sessions are being
organized by the leaders for employee growth and development aspects (Cross, 2006). This is yet
another facet through which work processes of the restaurant can be managed in suitable manner.
Goals of the business entity can be accomplished if the employees are capable enough to manage
the work processes and also to deliver prominent services to the customers. Since, Covent
Garden, London works primarily for the end users; therefore it is essential for the manager to
undertake all those decisions that are essential from business’s point of view.
There are different types of managerial decisions can be taken are as follows:
Programmed and non programmed: Programmed decisions are concerned with repetitive
problems' nature and routine types of matter. In this aspect, manager need to solve it carefully
through adopting strategy. On the other hand, non programmed are difficult situations which
cannot easily solute at workplace. In this aspect, manager are use classical model to determine
solutions for each and every activity at workplace. In the cited firm mainly effective services are
not providing by employees to manage functions at workplace. This is non planned situation so
that classical model need to be follow by companion.

TASK 4
4.1 Supporting career development via self managerial skills
Since, I have been working in travel and tourism sector; therefore it is vital for me to
undertake prominent managerial decisions so that I can manage team work in appropriate way.
At the same time, while reaching towards any decision, it is crucial for me to involve all the
employees in decision making process so that viewpoint of each and every one can be considered
(Field, 2003). This is also essential for the purpose of enhancing team building aspects along
with employee motivation. Further, I have to ensure that I am using my personal skills in
appropriate manner which can help me to encourage career development. For example- I have
good time management skills; hence it is essential for me to utilize the skills in such a manner so
that it can help me to enhance my career building opportunities.
I have to complete all my tasks and projects on time so that I can justify the organization
that I have such competency and I am also able to work as per the competency facet. At the same
time, I have good leadership skills; therefore this can assist me in future to manage a team in best
possible way (Johns, 2012). This is also a developing facet for my career aspect and as a result, I
will be able to meet all the competitive dimensions. As a part of team, I will always ensure that I
am aligning all my personal objectives with organisational objectives. This is also essential for
me to enhance the opportunities of growth and prosperity. Henceforth, it is clear that using
personal and managerial skills could highly assist me to enhance my career development aspects.
In addition to this, I have also adaptability skills which assist to deliver effective and
positive things at workplace. Hence, the enterprise can manage positive ideas and views
regarding business objectives. In addition to this, I can also deliver effective transactions and
positive business environment within the firm. It can be done through managing each and every
activity at workplace. With maintaining positive outcomes, I require presentation skills to
develop business results and effective results at workplace. Hence, I can easily attract various
customers for maintain business outcomes.
4.2 Reviewing career development
The above plan requires proper monitoring and revision so that further improvements and
development can be facilitated. Since, I have several skills and qualities; hence it is vital for me
to utilize all my potential in appropriate way so that it could assist me to reach towards my aim

and set objectives. Thus, as per the areas of improvement, I will ensure that I will focus more on
communication facets so that issues and gaps can be avoided and resolved prominently. This is
highly beneficial in terms of developing several personal and professional skills.
Personal Objectives Action Plan
Required
Resources Required Time scale
Acquiring
certain skills so
as to perform
various tasks
Active
participation in all
organizational
processes
Delegating the
activities
Proper scheduling
is required
Proper allocation
of duties
Evaluation of
preventive
measures
Attending
Training sessions
are essential
Expert advice and
suggestion
Assistance from
several websites
1-3months
Skills to become
effective leader
Responsibility
handling
Consideration on
organisational
effectiveness
(Morgan, 2011)
Effective
communication is
requisite
Consideration on
managing quality
dimensions.
Developmental
and challenge-
able activities on
different fields
Harmonizing
work balance
3 months
Time
management
Proper scheduling
Achieving
efficiency by
working on
innovative and
Proper prioritising
of work
Separating the
tasks
1 month

difficult tasks
Technical skills To maintain
technology
requirement at
workplace. With the
maintain this skills I
can easily perform as
soon as possible.
Assistant at
workplace.
6 months
Self motivating skills To motivate myself at
workplace to achieve
business targets and
positive results
From director 2 months
Problem solving
skills
To dealing with
multitask activities.
From seminar and
conferences
1 month

CONCLUSION
From the above report, the basic aim of gaining knowledge about managerial skills and
attributes is achieved. On the other hand, different aspects of management styles in tourism
industry are studied. It is advisable that all business organisations must concentrate on overall
development than individual development. Distinct techniques were mentioned for managing,
motivating and leading a team. The above report also helps in realising self potential as well as
the effects a person's skills can have on performance of a business. Self analysis is done through
SWOT analysis and based on its results a list of objectives was defined. It helped in gaining
better insight for operational activities of Dorchester Hotel. This report also helps in getting tips
for making a career development plan through managerial skills.

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