Developing Manager Report

This report examines the role of a developing manager, comparing management styles, leadership characteristics, communication processes, and organizational culture in Hilton and Marriott hotels. It also includes a personal development plan for an Assistant Manager at Clayton Crown Hotel London, analyzing strengths, weaknesses, opportunities, and threats. The report concludes with recommendations for improving team leadership and communication. Desklib provides past papers and solved assignments for students.

THE DEVELOPING
MANAGER

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Comparison of different management styles within Hilton and Marriott hotels..............1
1.2 Characteristics of leadership within Marriott and Hilton hotel .......................................4
1.3 Communication processes used in Hilton and Marriott Hotel.........................................5
1.4 Organisational culture and change in Marriott and Hilton hotels ...................................7
TASK 2............................................................................................................................................8
Job advertisement and Job description...................................................................................8
2.1 Skill Audit......................................................................................................................10
2.2 SWOT Analysis..............................................................................................................10
2.3 Personal Development Plan............................................................................................11
TASK 3 .........................................................................................................................................13
3.1 Ways in which a team can be lead and motivated to achieve goals and objectives.......13
3.2 Justification of the above mentioned managerial decisions...........................................14
TASK 4..........................................................................................................................................15
4.1 In what ways my own management and personal development skills can support career
development.........................................................................................................................15
4.2 Review of the personal and career development needs, current performance and the future
needs to produce a development plan...................................................................................16
CONCLUSION..............................................................................................................................17
REFERENCES..............................................................................................................................18

INTRODUCTION
It is essential for an organisation to have a good management in order to achieve its
organisation goals and objectives successfully. The topic of the report revolves around the
developing manager. The below report showcases the importance of management and how
effectively it is being done within the context of Hilton and Marriott hotels. The report compares
different management styles within these two organisations in which it discusses their leadership
characteristics, evaluate communication processes and analyse organisational culture and
change. Later, the report analyses personal strengths, weaknesses, opportunities and threats of an
Assistant Manager of Clayton Crown Hotel London. In which as working as an Assistant
Manager the report sets and prioritises targets and objectives in developing his own potential as a
prospective manager. The justification of managerial decisions are made in order to support
achievements of agreed goals and objectives and recommendations for improvement of a new
restaurant has been made (Hunt and Weintraub, 2016).
At last, the report tends to explain the managerial and personal skills to support career
development. The review of career and personal development needs, current performance and
future needs to produce a development plans has been made in report. The report will evaluate a
number of roles and responsibilities of a manager and the importance of managers within the
organisational environment.
TASK 1
1.1 Comparison of different management styles within Hilton and Marriott hotels
Below compared are different management styles used in Hilton and Marriott hotels:
Marriott Hotel Hilton Hotel
Marriott Hotel uses Autocratic managerial
style in which the decisions are made
unilaterally by the managers of the
organisation. This management technique is
known to lead towards faster decision-making
where only a single person's preference are
considered. The autocratic management styles
Hilton Hotel makes uses of Consultative
management style which allows for more
discussion than an autocratic style. The
consultative style is dictatorial. In this
managerial style the leader tends to consult
his/her employees but the final decision is
made by himself. The style helps the
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is best to be used in the time of crisis when
there is a limited time.
organisation to gain loyalty from its employees
in its process of decision making.
Another style of management used by Marriott
hotel is Persuasive, in which a leader tends to
maintain the control of final decision making.
The leader makes the choices based on the
persuasion of its subordinates. Here, the
employees convinces their managers about the
benefits of a decision and he tends to make the
final decision. The persuasive style only works
best when the employees provides necessary
input and trust the made decisions (Smith,
2014).
Hilton uses democratic style of management.
In this style of management, the managers of
the hotel offers it employees the opportunities
to get engaged into the process of decision
making. All the decisions are agreed by the
majority. The communication tends to travel
on both top-to-bottom or bottom-to-top within
the hotel's employees and leaders. The style
has said to slow down the process of decision
making and to be inefficient at times.
Marriott hotels uses laissez-faire style of
management. This style is opposite of the
autocratic style of management. The laissez-
faire allows the employees of the organisation
to make the majority of the decisions. The
employees are provided with guidance from
the management when needed. In this
management style, the manager is considered
as a mentor than a leader. The laissez-faire
style is used in the environment where risks
and risks taking is encouraged. It has been
observed that this style of leadership makes is
hard for the organisation to make its decisions.
Another style of management used by Hilton is
Management by Walking around (MBWA)
style of management. The techniques revolve
around listening. The managers of the hotel
tends to gather information by listening to the
thoughts of their stakeholders working within
the organisation. While using this style of
management the managers are said to be
counsellors but not directors. The made
decision get respected and received by all the
organisational employees and stakeholders.
The style tends to create problems when the
organisations employees do not support the
management (Dixon, 2017).
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(Source: 3 basic types management styles, 2018)
1.2 Characteristics of leadership within Marriott and Hilton hotel
The characteristics of leadership used within Marriott and Hilton hotels are explored
below:
LEADERSHIP CHARACTERISTICS WITHIN MARRIOTT HOTEL
 Empathy: Empathy is one of the first characteristic used by the Marriott hotel leadership
in order to understand its employees effectively. Empathy ensures the fair treatment is
being done within the each and every employee of the hotel and makes sure that their
needs and demands are being understood in a well manner. Empathy makes the
leadership effective in decision making as from empathy the leader would be able to
understand the needs and demands of its organisation and would also allow him to
understand in what ways he can take it further (Renz, 2016).
 Consistency: Another leadership characteristic used within the Marriott is the
consistency of the leadership. It helps the organisation leadership to gain the required
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Illustration 1: Types of management styles

credibility and respect. Along with it, the team will act in the same way when its
leadership is being consistent in its right.
 Honesty: Honesty allows the leadership of Marriott hotels to gain better growth and
assessment. It is one of the another characteristic of the leadership that lends itself to the
credibility. Honest leadership allows Marriott hotels to address the obstacles rather than
avoiding them (Ramazani and Jergeas, 2015).
LEADERSHIP CHARACTERISTICS WITHIN HILTON HOTELS
 Direction: This characteristic of leadership allows Hilton hotel to have a vision in order
to break out from the norm to aim for the things which are great. Good leadership
direction allows Hilton Hotels to create better situations for its employees and the overall
organisation to improve its capabilities and sense of growth.
 Communication: Good communication allows Hilton hotel's leadership to management
its organisations environment in a better way. Having better communication within the
organisation's employee base makes it suffer from less internal risks and keep the
working environment smooth and efficient. It is one of the best leadership characteristic
that Hilton hotel acquires in its leadership.
 Flexibility: Flexibility allows the leadership of Hilton hotels to create such situations
where the overall employees of the organisation can work effectively as per their
potential (Tlaiss, 2014). The characteristic does not hinder the growth of the employees
and makes them use of their skills effectively. Being flexible to new ideas makes the
leadership effectively in decision making and creating a good working environment for
its employees. Flexibility also allows the leadership to find the solutions of the problems
effectively and efficiently. It has been observed that flexibility is one of the most
important characteristic that any leadership should consist of. Hilton hotel ensure their
leadership's success from the usage of flexibility characteristic.
1.3 Communication processes used in Hilton and Marriott Hotel
Below explained is the communication process used within both Hilton and Marriott
hotel: '
The process of communication revolves around three main elements, which are sender,
the message and the receiver. The elements of the process are explained below:
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1. Sender: The sender is one of the main elements of the communication process in
Marriott and Hilton. The sender is known to be the communicator that generates
the message and tends to convey it to the receiver of the message. Also, the
sender is the source of the communication and is the one who starts it.
2. Message: The message is the idea, fact, information, feeling, view etc. which is
generated by the one who is sending it in Marriott and Hilton. The message is
then intended to be communicated further (Steers and Nardon, 2014).
3. Encoding: In the process of encoding the message gets generated by the sender.
The message is encoded symbolically in Marriott and Hilton hotels. It is encoded
in the form of gestures, words, or pictures before it is conveyed.
4. Media: Media is the manner in which the message that has been encoded is
transmitted in Marriott and Hilton Hotels. It is either transmitted in writing or
orally. The communication medium in which the message is transmitted includes
post, telephone, fax, e-mail, internet etc.
5. Decoding: Decoding in Marriott and Hilton hotel is the process in which the
symbols gets encoded by the sender. It is done after the decoding of the message
which is received by the receiver.
6. Feedback: Feedback revolves around the process of Hilton and Marriott hotels
where the receiver after receiving the message confirms the sender that the
messages has been received and has understood properly. Feedback allows one to
understand that the communication is working properly as required and ensures
its smoothness and efficiency (Mintzberg, 2017). The feedback along with it,
helps the necessary understanding of the overall message to the receiver which
later is conveyed to the another receiver if required.
7. Noise: The obstruction that is caused by the message, receiver or the sender in the
process of communication in Hilton and Marriott hotel is referred to as noise.
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(Source: Directing communication, 2017)
1.4 Organisational culture and change in Marriott and Hilton hotels
Below mentioned are the culture and change of both Hilton and Marriott hotels:
Hilton Hotel
Culture: The organisational culture of Hilton hotels is Clan Culture. The working
environment in clan culture is very friendly. The people and employees of Hilton have a lot in
common and its is very similar in nature to a large organisational family. The executives or
leaders of the organisation are seen as father figures and as mentors. The hotel is held together by
its tradition and loyalty, also, there is a great involvement (Martinelli and Milosevic, 2016). The
culture emphasises on Human resource development which is long termed and tends to create
strong bonds within colleagues by using strong morals.
Change: The change that drives Hilton hotel is organisation-wide change. This change
refers to a large-scale transformational practice that impacts the entire company. The change can
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Illustration 2: Communication Process

include leadership restructuring, new policy addition, or introduction of technology enterprise.
This change in general is felt by each working employee in Hilton hotel. This change allows
Hilton hotels to ensure proper growth and advantages over each and every action of it.
Organisational-wide change makes the organisations work smooth and effective and ensure
proper delegation of its activities and tasks to the employees which are skilled and able to hold
the impact of the change (Isaak, 2016).
Marriott Hotel
Culture: The culture used within the Marriott hotel is hierarchy culture. This culture is a
structured and formalised work environment. In hierarchy culture, the leaders are very proud of
the Marriott hotel efficiency based organisation and coordination. Also, it is important that in this
culture the organisation is functioning smoothly and procedures here tend to decide what people
will be doing. The policy and formal rules are kept together and low costs, trustful delivery and
smooth planning defines success. In Hierarchy culture the long term goals are results and
stability which are paired with smooth and efficient task execution in Marriott.
Change: The change that Marriott hotels that implements in situations is personnel
change. In this change, the hotel tends to implement large number of lay-off and hirings. The
change tends to cause an important shift in working employee's engagement and morale. The
change is implemented by the organisation with the usage of various proper strategies and
development technique because this in turn can cause the organisation suffer its overall strengths
and capabilities as well (Rangan, Chase and Karim, 2015). Another change that is used by
Marriott hotel is transformational change. This tends targets Marriott hotels organisational
strategies. The changes are made accordingly and the decisions are set by the leaders as per the
used strategies and their results.
TASK 2
Job advertisement and Job description
Assistant Hotel Manager – Clayton Crown Hotel, London
Come work as an Assistant Hotel Manager at a growing organisation which offers excellent
benefits along with opportunities to learn and advance alongside accomplished hospitality
leaders.
THE COMPANY:
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Clayton International is one of the leading multinational hospitality companies. We are
having more than 6,500 properties in 127 countries across the globe. We serve a large amount
of customers from all around the world and our company is a well known service provider when
it comes to hospitality. The Clayton Crown Hotel, London tends to deliver best guest service in
all over the London (Drucker, 2017).
 We offer best mentoring programs for our managers and leaders.
 We allow our managers to work with the required opportunities and management roles
that allows them to grow with the industry's best standards.
THE POSITION:
We are looking for a full-time Assistant Hotel Manager which holds a good experience
in managing a 5 star property in the past. His job roles and responsibilities would include:
 Team Management
 Operational Management
 Customer service
 Performance Management
 Commercial Delivery
 Complaint resolution
 Deputising
 Change Management
THE LOCATION:
The Clayton County Hotel London is situated in Westminster Bridge Hall, London. The
location provides ease of accessibility of various services. Below mentioned are the nearby
activities that one can get access to:
 Wide selection of top rated schools
 Crime rate is below national average
 Lots of activities to do – such as sporting events, museums, concerts
 The Finest coffee shops
WHY SHOULD YOU APPLY?
 Remote working opportunities
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 Bonus programs
 Excellent advancement and growth opportunities
 Top benefits
2.1 Skill Audit
Skills Required 1 2 3 4 5 6 7 8 9 10
Communicatio
n Proficiency
Efficient
writing
Managing
Change
Planning and
Prioritising
Customer
Service
Complaint
Resolution
Team
Management
Change-
management
2.2 SWOT Analysis
Strengths Weaknesses Opportunities Threats
My qualifications of
being a bachelor of
My limits include not
having efficient or fast
I have observed that
most of the hospitality
I have seen that
recently hospitality
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Hotel Management is
one of the most
important strength that
I carry. I have
managed to learn a lot
during my bachelor's
course. The overall
management course
made me learn a lot
about the basics of
hospitality industry
and its workings.
thinking skills. It
makes me slow when
it comes to make
decisions in situations
that require my utmost
attention. Along with
it, it takes me time
while making
decisions related to
team management and
challenges faced by
the organisation.
industry graduates or
managers do not hold
more than one
language proficiencies.
I am having good
proficiency in French
and English both. It
can be seen that good
proficiency in both of
these languages can
prove me as a
successful manager.
industry is suffering
from growth issues in
which the managers of
a number of
organisations are
suffering from growth
and advancement
issues. Along with it,
they are not earning
proper salaries which
might can make me
face financial troubles.
I have worked in
reputed organisation
such as Hilton
London, Ritz Carlton
etc. where I managed
to learn a number of
skills of hospitality.
My lack of knowledge
in Food and Beverage
department is a
weakness for me
because it is important
for a manager to have
good F&B knowledge.
The industry experts
have seen an
increasing demand in
people which are
aware of different
cultures. I can make
use of this situation.
The managers today
are more aware of the
knowledge and skills
required for the hotel
business. I am very
less aware and it can
be a threat for me.
I hold good writing
skills which makes me
effective and efficient
in written
communication.
I do not have good
motivational skills
which a manager
requires in order to
improve its team's
performance.
Theirs an opportunity
for me to learn more
languages such as
Spanish and Mexican
which will help me to
stand differently.
Increasing demand of
experienced managers
can make me suffer as
I am not much
experienced in
managing a hotel.
My accolades of good
management practices
in the hotels where I
worked previously are
an addition in my
I am not able to
perform better
individually without
the help of a team
which is a weakness
The availability of free
online courses can
help me grow and
learn more skills in
order to improve me.
I am not having good
financial conditions,
which is a threat for
my survival and
growth.
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skills. for me.
2.3 Personal Development Plan
The personal development plan (PDP) is used in helping an individual realise his/her
career aspirations. This plan can help one in identification of his/her learning goals and needs for
Short, Medium, and Long term goals. Below explained is my own personal development plan
and my own goals and needs:
Short Term
In short term, as per my weaknesses observed above, it is important for me to develop my
thinking skills immediately to help me make fast decisions and manage better (Landsberg, 2015).
Medium Term
In medium term, it is important for me to gain better knowledge in food and beverage
department to ensure effective management in a hotel's F&B department. Also, there is a need
for me to improve my motivational skills as well to motivate my team and make them perform
better.
Long Term
In long term, it is important for me to improve my motivational skills and to learn more
languages that can help me in learning more about other cultures and their guest preferences. It
would help me to become a better hotel manager and would help me to stand apart from
everyone.
My work objectives for my short term and medium term goals
In order to work on my short term goals firstly I will improve my thinking skills. In
order to improve my thinking skills I will develop critical thinking skills. Critical thinking skills
will allow me to make fast decisions and to evaluate the situation easily and effectively. My
work objectives in order to achieve my medium term goals include gaining more knowledge of
Food and Beverage sector with the help of books and other learning materials such as internet,
newspapers etc. Also, I will visit various restaurants and bars to gain more knowledge about
current food and beverage trends (Albert, Aggarwal and Hill, 2014).
The changes I will see in my work in the next few years
Firstly, I will see huge changes in my thinking abilities and overall decision making.
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The skill of critical thinking is going to make me a better thinker in the next few years and will
help me to develop my overall learning and observing capabilities. The better knowledge of
food and beverage would help me in learning more about the food and beverages that are served
in the hospitality industry. It will help me to gain a better knowledge of the food and beverages
which are being served in the hotel I am working into. I will see tremendous gains in my
knowledge of food and beverage and would be able to prove myself as a good hotel manager.
What are long termed career goals
My long term career goals include learning effective motivational skills. It is important
for any manager to have good motivational skills in order to motivate its employees regularly
and in order to achieve the required goals and objectives of the organisation. Along with it, I am
going to learn new languages such as Spanish and Mexican which in turn would help me to gain
new knowledge about different cultures and would help me in communicating with the hotel
guests arriving from different countries easily (Kraakman and Hansmann, 2017).
TASK 3
3.1 Ways in which a team can be lead and motivated to achieve goals and objectives
Below mentioned are ways and methods in which the team of Frank and Benny's can
achieve its agreed objectives and goals effectively:
Ways to lead the team
 Motivation: It is important for the manager of Frank and Benny's to keep motivating its
team on a regular basis. Motivation will allow the team to grow as per the required needs
of the organisation. It will also allow the team to develop enthusiasm and growth.
 Guidance: It is also important for a manager to guide the team and team members if they
observe any discrepancies in Frank and Benny's functioning. Proper guidance will allow
the team to work in a supporting environment and would ensure the restaurant is
achieving its required goals and objectives.
 Training: The manager of Frank and Benny can provide time to time training to its team
in order to achieve the required organisational goals. The training can ensure that the
employees are having the required skills and knowledge to ensure smooth functioning of
the restaurant.
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Ways to motivate the team
 Offering the team opportunities for self development: In Frank and Benny to motivate
the restaurant's team, it is important that the outlet's manager provide them with
opportunities in which they can develop themselves. This can be done by various means
such as by providing effective training to the team and to make the team more aware
about the current issues and technology (Rahayu and Day, 2015).
 Appreciation: Appreciation is another useful techniques that the managers of Frank and
Benny can use in order to motivate their team. The managers can appreciate good work
done by the team members and can ask everyone to do the same.
 Providing employee benefits and bonuses: Employee benefits and bonuses will keep
the team members needs and demands satisfied in Frank and Benny's. Along with it, it
can motivate them to work better and increase their efficiency in achieving the overall
goals and objectives.
3.2 Justification of the above mentioned managerial decisions
In order to ensure successful team leading the managers of the restaurant have made the
decision to motivate and guide its employees. The decision is an effective one as it will help the
organisation to lead its team with successfully. Employees when motivated and guided properly
do not feel any problems in working as per the needs and requirement of the establishment.
Along with it, proper guidance tends to remove all the unnecessary obstacles that the individual
of team might face in the future to accomplish the required goals. Also, the usage of proper
training is done by the managers in order to successfully lead the team by providing them with
essential training programmes (Boutilier, 2017). The training programmes are going to help the
team members in being trained for the skills that the establishment wants and requires from them
in order to successfully achieve the desired goals and objectives.
In order to motivate the team the managers of Frank and Benny's have ensured that the
team is successfully being offered with the opportunities to develop themselves. The provided
opportunity will help the team members to reflect on themselves and to ask the management for
the required training and development programmes. This will motivate them to perform better
within the establishment's culture. Along with it, Frank and Benny's managerial decisions
include appreciation in which the team members are regularly being appreciated by its managers.
This in turn will bring more enthusiasm in them and would motivate them to work hard. Also,
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the managers have decided to provide the team members with required employee benefits and
bonuses. These benefits will ensure that they are getting the required output from their inputs and
will motivate them to achieve the set goals and objectives.
Recommendation
It can be seen that the management of Frank and Benny's is using good strategies to lead
and motivate the team. Providing better guidance and training will make the team perform better,
but it is also important that the managers of the restaurant tries to develop better communication
skills within its team members. Good communication will help the management to lead the team
better and will ensure that the exchange of ideas and concepts within the team is taking place
effectively. Good communication skills will also make the establishment achieve its agreed goals
and objectives effectively as it will ensure better functioning of the overall team and
management. There will not be any chance left for the management to tackle issues regarding
communication differences, gaps, etc. The mangers of the establishment should consider
developing better communication skills within the team to ensure proper achievement of the
agreed goals.
TASK 4
4.1 In what ways my own management and personal development skills can support career
development
I hold a good set of managerial skills that include skills such as planning and prioritising,
customer service and complaint resolution etc. These skills are going to help me in a long run to
support the plans that I have made in order to develop me and my career. Good set of
managerial skills are going to allow me in becoming a good manager and then I can review the
pitfalls and mistakes that I am making as a manager and can develop myself accordingly in the
future. The improvement that I will make while observing the pitfalls and mistakes would help
me in developing myself as a better manager for the future. Also, this will allow me to gain a
better set of opportunities to develop myself as an overall hotelier and hospitality personnel. My
skills of customer service and complaint resolution would allow me to communicate with
numerous customers and find resolves to their issues. This is going to help me in developing my
skills of solving the complaints. Along with it, in future I will be able to successfully solve the
problems of my customers
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(Van Gelderen, 2014). It would allow me to improve my overall problem solving skills will
support my career development as well.
My personal skills such as better time management will allow me to manage the time
effectively and efficiently while developing new skills and gaining more knowledge. A good
time management will make things easier for me and I can prioritise the tasks that needs to be
done in order to complete them first and foremost. Along with it, time management will ensure
that I am making the right use of time that I have in order to improve my skills and to develop
myself (Garmston and Wellman, 2016).
Other personal skills of mine includes better communication skills which will help me to
communicate with mentors and leaders with whom I am working with effectively. Good
communication will allow me to have good sharing and understanding of the ideas. This can
ensure my growth and development. Along with it, this can ensure that I am moving as per the
required pace a desired pace on my career development and having better communication is
supporting my career development. All the above mentioned personal skills can ensure and
support my career development.
4.2 Review of the personal and career development needs, current performance and the future
needs to produce a development plan
Career and personal development needs: It is important for me to focus on the needs of
my career development. It will allow me to stand as a successful individual within today's
competitive environment. The current needs of my career development is to improve my role of
a hotel manager and improve my overall personality. The needs include good communication,
better team management skills. These all developments or improvement will make sure that I am
fit for the role of a successful manager and is able to work in a 5 star property.
Along with it, the personal development needs of mine include learning to be a good
thinker as I find it hard to think fast and efficiently. It is important for me to develop good
thinking skills in order to gain a better an efficient role as a manager. Good thinking skills will
also help me in my personal development as well. As it will allow me to think fast make the
decisions accordingly. These all developments or improvements are essential for me to improve
myself as a better person and as a manager.
Current Performance: I have observed that my current performance lack efficiency
when it comes to understand the needs and demands of my team and the overall organisation as
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being a manager. It is important for me to develop a set of skills in order to improve my current
performance as a manager and stand as a successful hospitality personnel(Islam and Amin,
2016).
Future need to produce a development plan: It is important for me to develop a
development plan in order to develop the required skills that can improve my overall efficiency
as a manager. The development plan will help me to understand the needs and demands of future
and in what ways I can manage them accordingly. Along with it, it is important for me to ensure
that the requirements of my career are properly being taken care by me. A good career
development plan will provide me the essential information about the ways in which I can
improve myself. Also, the development plan will guide me towards making proper allocations of
time management to ensure proper growth and development of the self.
The above review showcases my own personal and career development needs, current
performance and the future needs to produce a development plan (Martinelli and Milosevic,
2016).
CONCLUSION
The above report revolves around the essentials of a developing manager. The report
concludes the importance of management within Hilton and Marriott hotels. Also, it explains the
ways in which the management effectively done in these hotels. From the comparison of
different management styles within these two organisations it has been observed that their
leadership characteristics are one of the best within the hospitality industry and ensures the
growth and development of both of these organisations respectively. Also, the report evaluates
communication processes and analyses organisational culture and change which in turn can make
the organisational efficiency better. Later, the report briefly analyses the Assistant manager of
Clayton Country Hotel London's personal strengths, weaknesses, opportunities and threats. At
last, the justification of managerial decisions were made in order to support achievements of
agreed goals and objectives and recommendations for improvement of a new restaurant has been
made as well.
Along with it, for brief understanding the report explains the managerial and personal
skills to support career development which makes it able to determine one's own career and
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personal development needs, current performance and future needs to produce a development
plan.
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