THE DEVELOPING MANAGER

Explore the principles and practices of management behavior in the travel and tourism industry. Understand different management styles, leadership characteristics, communication processes, and organizational culture in Asian Airlines and British Airways. Assess your potential as a manager, develop managerial skills, and create a career development plan. Enhance your leadership, communication, time management, and problem-solving skills to excel in the airline industry.

THE DEVELOPING MANAGER

Contents
INTRODUCTION................................................................................................................................4
TASK 1 UNDERSTANDING THE PRINCIPLES AND PRACTICES OF MANAGEMENT BEHAVIOUR.......5
1.1 COMPARING THE DIFFERENT MANAGEMENT STYLES OF ASIAN AIRLINES AND BRITISH
AIRWAYS......................................................................................................................................5
1.2 DISCUSSING VARIOUS LEADERSHIP CHARACTERISTICS....................................................7
1.3 EVALUATING THE COMMUNICATION PROCESSES IN BRITISH AIRWAYS AND ASIAN
AIRLINES.......................................................................................................................................8
1.4 ANALYSING THE ORGANISATIONAL CULTURE AND CHANGE IN ASIAN AIRLINES AND
BRITISH AIRWAYS.......................................................................................................................10
TASK 2 ASSESSING OWN POTENTIAL AS MANAGER......................................................................12
2.1 ASSESSING OWN MANAGEMENT SKILLS PERFORMANCE...................................................12
2.2 ANALYSING PERSONAL STRENGTHS, WEAKNESSES, OPPORTUNITIES AND THREATS........13
2.3 SETTING AND PRIORITISING THE OBJECTIVES AND TARGETS TO DEVELOP OWN
POTENTIAL.................................................................................................................................14
TASK 3 SHOWING THE MANAGERIAL SKILLS WITHIN A BUSINESS AND SERVICES CONTEXT.......15
3.1 LEADING AND MOTIVATING A TEAM TO ACHIEVE AN AGREED GOAL OR OBJECTIVE........15
3.2 JUSTIFYING MANAGERIAL DECISIONS MADE TO SUPPORT ACHIEVEMENT OF AGREED
GOAL OR OBJECTIVE AND RECOMMENDATIONS FOR IMPROVEMENTS..................................17
TASK 4 CREATION OF A DEVELOPMENT PLAN FOR EMPLOYMENT WITHIN A BUSINESS AND
SERVICES CONTEXT........................................................................................................................19
4.1 EXPLANATION OF HOW OWN MANAGERIAL AND PERSONAL SKILLS WILL SUPPORT
CAREER DEVELOPMENT.............................................................................................................19
4.2 REVIEWING THE CAREER AND PERSONAL DEVELOPMENT NEEDS, CURRENT
PERFORMANCE AND FUTURE NEEDS TO PRODUCE DEVELOPMENT PLAN..............................21
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CONCLUSION.................................................................................................................................22
REFERENCES...................................................................................................................................23
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INTRODUCTION
The travel and tourism industry is one of the fastest growing industries that are also helping the
countries to increase their economy. There are some social responsibilities to be followed by
the organizations serving the travel and tourism industry. People spending their leisure time in
travelling and expending a lot is making the industry expand its business. Airports are also
getting advanced with the growing technology and people’s interest in travelling (Moutinho,
2011). By implementing highly advanced technology and internet facilities, the field of travel
and tourism industry has made the transactions and travelling process of people much simpler
and easier. People are using internet to search and explore places and visit there to understand
and know the culture. Internet has made this exploration and finalizing the travelling plans very
easy.
The developing manager is a solution to the problems faced by the organization. It is a process
where a manager improves his personal skills and knowledge to manage the functions and
operations of the organization with the intention of achieving the organizational goals and
objectives. Various leadership and management skills are involved in this process to maintain
the sustainable development of the organization in the respective industry (David, 2011). To
apply this managerial process in tourism and development industry, two organizations are
considered here in this report. The two organizations are Asian airlines and British Airways. The
report will also describe the personal analysis on the basis of the manager of Clayton Crown
Hotel London. The managerial skills are shown with the help of Frankie’s and Benny’s
restaurant. At last, the career development plan is shown to forecast the future needs
according to the present performance.
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TASK 1 UNDERSTANDING THE PRINCIPLES AND PRACTICES OF
MANAGEMENT BEHAVIOUR
1.1 COMPARING THE DIFFERENT MANAGEMENT STYLES OF ASIAN AIRLINES
AND BRITISH AIRWAYS
According to the theory of Sir Colin Marshall, the manager is responsible for assigning the job
and work to the individuals. He describes that British Airways adopts the leadership style of
Autocratic. It was also considered as the Frederick Taylor’s Scientific Management theory.
Taylor’s robust optimistic legacy described that to make the employees’ performance better, it
is necessary for the organization to divide the difficult tasks into segments and measure the
performance in timely. But his theory came to know for dehumanize the employees.
Afterwards, the model was redesigned to pay more attention towards training the employees
such that they can handle the organizational problems effectively (Boxall and Purcell, 2011).
This made the employees and manager more concentrated towards each other and making the
successors trained towards achieving the goal efficiently.
Coming to the case of Asian Airlines, the management adopts the management style of laissez
faire. The airline has a very informal management style. This approach was considered to be
highly risk taking but also a very serious approach that made the management to lift up the
Asian Airlines at a very high position. The managing style of Asian Airlines was very
communicative with the employees and this style with new and forwards thinking made the
company to grab the highest market position and this became the most valuable asset of the
organization. The mangers of the Asian Airlines followed the approach of collaborative
structure. This approach helped the organization to treat all the managers and employees
equally. This equivalent treatment makes the employees to involve in the decision making
process of the organization which encourages them to work more effectively (Robbins and
Judge, 2012). The departments of the Asian Airlines follow the cross functionality trend which
makes the employees to understand the level of other employees. The hierarchical structure of
Asian Airlines has made the organization to achieve this great height where the employees are
considered as the asset of the organization and are treated very effectively.
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The management techniques adopted by the British airways and Asian Airlines are very
different from each other. The tradition technique of British Airways and collaborative method
of Asian Airlines differ the process of management of both the organization.
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1.2 DISCUSSING VARIOUS LEADERSHIP CHARACTERISTICS
The person has the ability to lead a group of individuals effectively concerning the
organizational goals is considered as a leader. In the travel and tourism industry, the
organizations adopt three leadership styles and they are transactional, democratic and
autocratic leadership. British Airways is considered to adopt the democratic leadership style
from these three. In the democratic leadership style, employees are considered to be more
participative which makes the employees to involve more in decision making process and
decrease the need of transformation (Northouse, 2015). British Airways can improve their
leadership approach by executing the task oriented approach. The organization does not use
laissez faire style very often as it is known for low group performance which gives rise to
informal leaders. The organization adopted the democratic approach which resulted in the high
involvement of the employees which in result lead the organization towards the growth and
development. The organization provided motivation to employees by making them express
their thoughts freely which made the managers to gain the support of employees. This
represents that democratic leadership styles is a very high-quality leadership style but
practically it is considered to be very slow while executing the strategies which makes it difficult
for the organization to adopt it as the slow procedure can result in affected outcomes ( Daft,
2014).
In case of Asian airlines, the management uses the transactional leadership approach which
directly results in the improved decision making process of the organization. In this style, the
management uses the various motivational factors to make the employees work effectively and
happily. These motivational factors can be considered as reviewing the performance of
employees with appraisals, promoting them, raising their payments, making them responsible
for new standards, modifying their duties according to their will, etc. these appraisals make the
employees feel satisfied in their work. Good behaviour of the managers and leaders
corresponding to their style makes the best factor to lead the employees effectively and gain
the growth and development of the organization with sustainability (Jogulu, 2010).
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1.3 EVALUATING THE COMMUNICATION PROCESSES IN BRITISH AIRWAYS AND
ASIAN AIRLINES
The process adopted by the organization to communicate successfully is considered as
communication process. To make the organization successful, it is very important for managers
to adopt the communication process successfully. The communication process of the
organization is diverse from top level to bottom level (Lunenburg, 2010). This process ranges
from virtual to verbal conversation. Improved and effective communication process can make
the organization to reduce the conflicts and that will make the customers to gain satisfactory
results. Both the airlines have highly efficient managers that make the employees work
effectively by proper communication process. This can be very helpful in problem solving
process. This problem solving approach ranges from making employees learn from their past
mistakes and solve the present difficulties with an ease. Many times, employees face the
problem of stress and this can be because of relationship issues at workplace (Guffey and
Loewy, 2010). Health safety measures should also be considered to improve the
communication process with employees. The stress level differs from the person and his
position. Everyone has different capability to handle the stress level in different difficult
situations. Mangers at British Airways and Asian Airlines have different ways and techniques to
solve the different problems and both adopt different communication techniques to maintain
the effective working environment in the organization.
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Figure: Importance of communication process in organizations
[Source: http://www.yourarticlelibrary.com/organization/communication-importance-forms-
and-improving-effectiveness-in-communication-process-in-an-organization/8726]
High stress level can affect the performance ability of the employees which may result in the
affected result for the organization. This can be considered as a main reason for which
managers maintains the effective communication process in the organization.
It can be concluded that communication process directly results in lessening the stress level
within the organization as work and stress are correlated to each other. This shows that there is
a psychological contract between employers and employees. Employers provide a respectful
behaviour to employees along with the high effective and healthy working conditions. This
makes the employees feel motivated towards their work (Tubbs, 2012). The oral, written,
verbal any type of communication process helps the organization to strengthen the relationship
in the organization.
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1.4 ANALYSING THE ORGANISATIONAL CULTURE AND CHANGE IN ASIAN
AIRLINES AND BRITISH AIRWAYS
The term organizational culture is considered as a system of organization where all the shares
beliefs and values are considered to govern the behaviour of people within the organization
(Carlström and Ekman, 2012). Sir Colin Marshall as a leader changed the organizational culture
of British Airways. This change in the organizational culture means that British Airways is
representing the condition to survive the burdens with the intention of generating the brilliant
results. This cultural change has resulted in the great satisfaction of the stakeholders and
employees along with increased profit ratio. The organizational cultural change adopted by the
British Airways is considered as the first ever corporate change adopted by any organization.
The change adopted by British airways made the other organizations along with Asian Airlines
to know the importance of change in the organizational culture which resulted in the adoption
of change by others too.
The organizational culture is considered as the most important part of the working organization
which cannot be copied by other organizations. Coming to the organizational behaviour of
airline industry, the adoption of change can alone results in the progress of the organization.
The main problems faced by the British airways were the lack of leadership and bad customer
services. This increased the need of change in the culture. In the year 1981, John King joined
the British Airways which resulted in the leadership change for the organization. He reduced
the workforce by 20% in 9 months only which proved beneficial for the organization. The next
step of change adopted by John King was to provide proper training and development to the
staff with the intention of achieving high productivity of the organization (CourseBB, 2017).
By considering the effective cultural change of British Airways, Asian airlines also took
considerable changes for the culture. They adopted the pilot’s training programs to motivate
the crew. The change considered by the management was mainly because of the US crash.
Proper pilot training made the organization to reduce the chances of failures (Wee, H., 2014).
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Figure: Cultural change web for British airways and Asian airlines
[Source: https://speedypaper.com/?rt=U4SiUjFf]
As British Airways and Asian airlines both have adopted the process of cultural change, the
process has made these organizations to get the topmost position in the industry. Both the
organization adopted the role culture of Handy’s cultural typology. Power is within the high
authorities and they take the decisions respectively. The decision making process is slow but
also less risky. Both the organizations are bureaucratic.
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TASK 2 ASSESSING OWN POTENTIAL AS MANAGER
2.1 ASSESSING OWN MANAGEMENT SKILLS PERFORMANCE
Every organization has its personal objectives and goals for which the management apply
different strategically approach. To meet the customer’s requirements, there are some
marketing strategies designed by the organization (Rue, et. al. 2012). As a prospective manager
of Clayton Crown Hotel London, it is very necessary for me to analyse my personal skills and
then challenge myself to improve effectively. My skills are as follows:
 Motivating: As a manager, I am always motivating for my team members and
employees.
 Decision making skills: I consider myself to be very good in effective decision making
process regarding to the problems and conflicts.
 Communication skills: I maintain a good communication process with employees as
well as top level management.
 Fielding complaints: I sometimes lack to solve the complaints of customers but now
gaining proper knowledge of solving these problems.
 Managing economically: I sometimes lack to make proper economical use but trying
to learn the optimal methods to improve this ability.
 Understanding the policies: I understand the policies of hotel very effectively and I
always make use of these policies appropriately.
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2.2 ANALYSING PERSONAL STRENGTHS, WEAKNESSES, OPPORTUNITIES AND
THREATS
SWOT analysis is considered as a skill development process for any employee and I as a
prospective manager of Clayton Crown Hotel London, using this to improve my skills.
STRENGTHS WEAKNESSES
 Effective Communication
 Capable in accurate decision making
process
 Extremely motivating to employees
 Self-motivation
 Seeker for challenging environment
 Goal oriented
 Less experienced
 Short tempered
 Lack of economic maintenance
 Less industrial knowledge
 No personal accomplishments
OPPORTUNITIES THREATS
 Industrial change
 Improved career skills
 Increment in the training and
development programs
 Increased certificates
 Enhancement of the soft skills
 Improved knowledge of industry
 Change in the market trend
 High cost of training and development
programs
 Customer’s complaints
 Limitation of the job profile
I as a prospective manager of Clayton Crown Hotel London have many weaknesses but I am
trying to improve the weaknesses by taking proper training and development programs. Time
limitation is creating threats for me to develop but I am tying my best to develop my skills to
make the organization grow and develop effectively.
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2.3 SETTING AND PRIORITISING THE OBJECTIVES AND TARGETS TO DEVELOP
OWN POTENTIAL
With the help of SWOT analysis, I am able to know about my inadequacies and dimness. I am
adopting the technique of listing all my objectives on the paper to prioritise them and then to
improve myself on the basis of my priorities. It is very important for everyone to set the
objectives to assess the personal growth. My strengths will help me to overcome the threats
and weaknesses along with the opportunities I am getting from the hotel management and
technology. I have designed a plan of around 5 to 6 years to develop myself as an effective
leaders and manager. I am trying to get more educational skills to develop myself. My objective
is to become the CEO of one of the topmost hotel in the market and this can be fulfilled only
with the help of this prioritising technique.
In respect to solve of short-tempered problem, I am using the techniques of Yoga and
Meditation. It is helping me to develop professionally as well as personally. The following
questions will help me to prioritise and observe my progress in some time intervals.
What I am trying to achieve?
What process should I adopt to achieve it?
Are all the resources necessary available?
What should I give up to gain the success?
I have listed all the questions according to my priorities and I will achieve all these question by
answering them one by one.
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TASK 3 SHOWING THE MANAGERIAL SKILLS WITHIN A BUSINESS AND
SERVICES CONTEXT
3.1 LEADING AND MOTIVATING A TEAM TO ACHIEVE AN AGREED GOAL OR
OBJECTIVE
The Frankie’s and Benny’s restaurant in London is facing a high erosion rate problem.
Employees are seen to leave the organization very frequently whenever they are getting better
opportunities outside. Employees are very dissatisfied with the managers. To gain the
employees’ satisfaction, there are some motivational theories discussed below that can be
adopted by the hotel:
As a prospective manager of the restaurant, the Maslow’s hierarchy of needs should be
considered to motivate employees and gain their satisfaction. Maslow’s hierarchy of needs is
divided in 5 states that are discussed below:
Figure: Maslow’s need hierarchy
[Source: https://www.simplypsychology.org/maslow.html]
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The first need of employees is considered as the psychological needs which includes proper
accommodation, food, water, salaries, breaks, etc. that can be provided to employees to gain
their satisfaction. The second needs considered as the safety needs where employees want
safety and security at workplace regarding to the job security and personal care (Tanner, 2017).
Next need is considered as the love and belonging which should be provided by the hotel
management to them in respect to making them connected with their families on phone calls
and other connection methods. The fourth need considered by Maslow was Esteem where he
describes that employees need status and freedom to do things on his own with his innovative
thinking. Proper appreciation by the hotel will make the employees to generate creative and
innovative ideas to fulfil the customer’s need (Saleem, 2017). The last need considered by
Maslow for employees is self-actualization which describes that management should make the
employees motivate to make them more self-oriented towards their work.
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3.2 JUSTIFYING MANAGERIAL DECISIONS MADE TO SUPPORT ACHIEVEMENT
OF AGREED GOAL OR OBJECTIVE AND RECOMMENDATIONS FOR
IMPROVEMENTS
To make the functional procedure operative, I as the manager of the Frankie’s and Benny’s
restaurant have taken following decisions:
Strategic planning
It is very important to design and execute the operational plan for the organization (Banfield,
et. al. 2018). I as the manager am responsible for assigning the job roles to employees on the
basis of their performance and skills. I am responsible to assess their performance and
recognise the issues faced by them. It is very necessary for me to maintain the communication
process effectively to gain employees’ trust and take necessary decisions to solve the problems.
This approach will help me to gain employees’ trust in a more professional way.
Relationship building
In respect to small organizations such as the Frankie’s and Benny’s restaurant, the employer
and employee relationship plays a very efficient role to provide healthy solutions to
organizational problems. As a manager, I am liable to take accurate decisions and make the
whole team work together to maintain a healthy working environment. It is very necessary to
maintain the control and coordination in the hotel premises to improve the customer’s
satisfaction that will result in high productivity of the hotel (Banfield, et. al. 2018).
Recommendations
To improve the organizational process within the Frankie’s and Benny’s restaurant with the
intention of achieving the organizational objectives efficiently, it is recommended to the
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Frankie’s and Benny’s restaurant to focus more on employees’ satisfaction and customers’
needs. It can be done with the help of proper training and development program offered to
employees. That will result in the improved working conditions and environment of the
organization. Managers should timely consider the feedbacks from customers as well as
employees regarding to the products and services offered by the hotel (Banfield, et. al. 2018).
The hotel management can also adopt for the process of taking meaningful suggestions from
employees and customers to improve the services.
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TASK 4 CREATION OF A DEVELOPMENT PLAN FOR EMPLOYMENT
WITHIN A BUSINESS AND SERVICES CONTEXT
4.1 EXPLANATION OF HOW OWN MANAGERIAL AND PERSONAL SKILLS WILL
SUPPORT CAREER DEVELOPMENT
I am looking forward to develop my career as the manger in airline industry such as British
Airways which can provide me high opportunities to grow. The airline industry can help me to
develop my skills and to contribute in the organizational culture to develop. For this, it is very
necessary for me to develop me as a manager with the help of necessary skills and qualities.
Following skills can help me to develop as an effective manager:
Communication skill
In respect to travel and tourism industry, it is very necessary to have good communication skills
to handle the clients of different culture. Effective communication skills can help the manager
to gain the attention of international customers (Webb, 2017). With respect to the self-
assessment process, I can proudly conclude that I have great communication skills to fulfil the
needs of people belonging to diverse culture. Communication process taken effectively with the
help of the knowledge of diverse languages will help me to develop as a communicational
leader in the airline industry.
Leadership
To achieve the high market position, it is very necessary for me to have great leadership skills
that will help me to develop along with the employees working under me. Providing employees
with proper training module and gaining their trust by providing them the things they actually
need is very efficient as a great leader and manager (Webb, 2017). In addition to this, I am
required to take effective decisions regarding to the development of organization as well as
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employees. An effective control over employees and their work will help me to lead and
manage optimally.
Time management
With respect to travel and tourism industry, it can be said that proper time management can
help a person to develop his career effectively (Lussier and Hendon, 2018). To work as a
manager in British Airways, it is very important for me to work according to the time of
organization and the flights. Time management is the most important thing to be considered in
the airline industries. Punctuality helps the organization to gain more customer satisfaction. I
somewhat lack in my punctuality but I am working on it.
Adaptability
Adaptable to the changing environment is the most effective team a manager of the airline
industry can adopt (Lussier and Hendon, 2018). This will help me to develop as manager and to
develop the organizational efficiency.
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4.2 REVIEWING THE CAREER AND PERSONAL DEVELOPMENT NEEDS,
CURRENT PERFORMANCE AND FUTURE NEEDS TO PRODUCE DEVELOPMENT
PLAN
With the intention of developing personally and professionally, I have designed my
development plan which is discussed as follows:
INTENTIONS TIME STROKE ACTIONS COMMENCED
Skills of team developing 15 days Starting working in the
organizations which will help
to develop the practical skills
Communication skills 2 months Proper training and
development programs
regarding to the
communication skills
Stress relief 1 month Adoption of the techniques of
Yoga and Meditation
Leadership skills 5 months Perceiving the leadership
qualities from the great leaders
of the different organizations
Skills of managing the time A continuous learning process By adopting the techniques of
time games and practical
problems
Skills of managing the problems A continuous learning process Gaining the knowledge from
superiors and observing the way
they handle
Skills of managing the
organizational conflicts
A continuous learning process Learning the techniques adopted
by the previous best mangers
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CONCLUSION
The report was based on the different case studies of the organizations based on the travel and
tourism industry and their managers. The report will help the managers to develop their skills
according to the problems faced by the organizations and their managers. There are many
management and leadership styles discussed in this report along with the dos and don’ts for
the managers. There are various problems faced by the developing manager but proper
adoption of the suitable techniques will help the managers to achieve great heights.
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REFERENCES
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after-us-crash.html Last accessed on: 28th January 2018]
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 Saleem, A., 2017. Erudition Through Maslow’s Theory with the perspective of
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