Leadership and Innovation in Hospitality

This assignment requires students to explore various leadership theories, including transformational leadership, transactional leadership, and contingency management theory. It also involves analyzing innovation management in the hotel industry, environmental management systems, and group dynamics for teams. Students are expected to understand how leaders differentially motivate safety compliance and participation, as well as establish attributes of an environmental management system for green hotel evaluation.

The Developing Manager

Table of Contents
INTRODUCTION...........................................................................................................................1
Task 1...............................................................................................................................................1
a) Comparing and contrasting the management styles of two different organisation.................1
b) Explaining the leadership characteristics of a manager .........................................................2
c) Different ways to lead and motivate team members to achieve goals....................................3
d) Justification of the above methods .........................................................................................4
Task 2...............................................................................................................................................5
a) Evaluating the communication process within two organisation............................................5
b) Analysing organisational culture............................................................................................6
TASK 3 ...........................................................................................................................................7
a) Assessment of self management skills performance...............................................................7
b). Analysis of personal strengths, weaknesses, opportunities and threats.................................9
c). Set and prioritise objectives and targets to develop self-potential.......................................10
d) Explaining how own managerial and personal skills will support career development.......11
e) Reviewing career and personal development needs, current performance and future needs
to produce a development plan.................................................................................................12
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Developing manager is responsible for managing development team and provides
guidance to this team. It has to look after customers, sales and marketing of the organisation.
Further, it has to get all the products out to door and to deliver best results to the customers.
Developing manger plans and develop different programs for human resource management. The
main responsibilities of this manager is to identify best programs and provide wide range of
services to all employees of the company. Rosewood hotel is a luxurious five star resort in
London. It is headquartered in High Holborn in the Convent Garden of London. The building has
four different parts in which east, west, central and south-east part are designed by different
architectures (Benavides-Velasco, Quintana-García and Marchante-Lara, 2014). It
has 262 luxurious rooms including 44 suits and 3 restaurants which attracts various numbers of
visitors towards them.
In this report, two management styles are compared. Leadership characteristics and role
and responsibilities of manager towards their employees are discussed. Further, analysis on the
cultural change and communication process of the organisation are studied. Moreover, portfolio
is included which defines potential, strengths, weaknesses, opportunities, threats, priorities and
targets are discussed. Further, the importance of managerial and personal skills in career
development are discussed.
Task 1
a) Comparing and contrasting the management styles of two different organisation
Contingency approach:
Rosewood hotel has adopted the contingency management approach which helps in
managing the leadership effectiveness. This approach is composed of two factors that is task
motivation and relation motivation. This approach helps in maintaining the leader and employee
relations, task design and position power (Patricia, 2017.). Effective relationship is necessary
between employee and employer as it is very necessary for the resort to achieve its long term
tasks and profits. Further, contingency theory is beneficial to Rosewood as these provides
guidance of learning from different typical situations while handling the guests (Büschgens,
Bausch and Balkin, 2013). It also assists in making the future management plans and
policies effectively. Further, the main drawback of this theory is that it does not provide security
1

procedures or internal controls. This threats can be reduced by implementing technical solutions
as it resolves many problems of customers and employees.
System approach:
Hilton has used system approach in which it treats whole organisation as a system to
achieve the environmental goals. It is collection of different parts which work together to achieve
the objectives. The open system mainly deals with different ways of inputs and outputs of the
hotel. The close system doe s not affected by the environment of the hotel. The main authority of
the hotel has to give more concentration on the resources, technical equipments and
management of the hotel so that they can systematically manage their working and plans for
future goals (Cameron and Green, 2015). Their contribution will give them desired results
and helps in converting their inputs into successful outputs which will ultimately help Hilton to
gain more customers base. The organisation has used this theory as it understands the present
condition and work on it by dividing different task to the employees. It helps in well functioning
of the hotel. It is very necessary for Hilton to fulfil the needs and demands of their customers as
they are main source of their income (Bisk, 2017).
b) Explaining the leadership characteristics of a manager
Hilton and Rosewood organisation has adopted different management styles to lead the
employees. Rosewood has adopted autocratic leadership style. In this style, the manger has to
make decisions and it does not involve its employees. The resort uses this style to achieve
desired results because the experienced leaders know how to handle the critical situation of the
hotel (Cornelissen and Cornelissen, 2017). This style benefits the employees which
support close supervision. Further, it has also adopted transactional style in which the leader of
Rosewood tries to manage the performance level of its team members.
Further, the hotel manager has used this style to provide rewards and punishments to their
employees according to their work performance. This style has helped the hotel to achieve its
objectives as managers decide their goals and employees agrees to follow the guidance of their
supervisors. Moreover, manager looks after the performance of its team members and guide
them when they face any difficulty or fails to complete their task.
Hilton manager has used transformational management style in which it supports
communication between its employees and managers to meet its goals. Managers motivate their
2

employees to increase their productivity and performance so that Hilton will able to convince
more customers towards it (Griffin and Hu, 2013). They interact with each other by
communicating the goals and task of the hotel properly and regularly. Hilton also supported
participative management style in which input of the team members are values and given
importance. This style increases the employee moral and allow them to involve in the process of
decision making.
Transformational style is better than autocratic and transactional style because
transformational style allows its leaders and employees to communicate effectively and resolve
their problems by discussing complex issues. While in autocratic style of Rosewood, only
supervisor and managers takes decision and impose their rules on the employees which
demotivate them and hence reduces their productivity (Ho and et.al., 2016). Further, in
transactional style, the mangers takes power to punish and reward its team members which create
the sense of inferiority among them. This is because, the workers feel that their managers are
partial and they support only those who are more capable.
c) Different ways to lead and motivate team members to achieve goals
There are different methods in which manager can lead and encourage its team members
to focus on achieving various objectives of the organisation. Different steps are defined below:
Personal attention:
Manager of Rosewood hotel has to give personal attention on each and every employee to
coordinate their activities and help them to understand their complex tasks. Manager have to
conduct monthly session with their team members to discuss their duties and career growth. This
will increase their confidence that management cares for them which will help them to increase
their motivation level (Hsiao and et.al., 2014).
Listening employees views:
Employees views are very necessary in making the hotel successful. Leader has to
develop an open door policy to motivate their employees to provide their concern in making
decision. Further, manager can encourage their team members by listening the opinion of their
subordinates so that they can make innovative solution of their problems.
Communicating with subordinates:
Communication skills are very important for the leader to influence its employees. The
leader can lead its subordinates by interacting with them. Rosewood authority has to deal with
3

different customers to provide them the best services in order to attract them. Further, the
manager has to maintain effective environment in their workplace so that they can achieve their
goals.
Reward employees:
In order to increase the performance of employees, it is very necessary to reward them
according to their performance. The manager can appreciate its team members in front of team
or all staff members for its outstanding performance which will encourage others also to improve
their performance (Levi, 2015).
Showing bigger picture to employees:
Employees must be able to understand the bigger picture and objectives of hotel so that
they can enhance their performance. The manager has to give them the task and projects so that
they can ensure that their employees have clearly understood how to manage the work to achieve
the task of the organisation.
Work duties:
High pressure and stress of working hour creates the problem of high turnover. The
manager has to provide task which can be easily accomplished and make plans which help
employees to achieve their task on time. They have to schedule flexible working hours and goals
so that employees do not feel they have work load and stress (Nieves and Segarra-Ciprés,
2015). Further, making effective schedule for work duties will encourage staff members to
work with full devotion.
d) Justification of the above methods
Manager of Rosewood plays an important role in motivating and leading employees to
increase their productivity. Manager has to conduct regular meetings so that it can be able to
resolve the problems of its employees. Further, regular trainings and meetings will help the team
members to share their views on the problems which they are facing while solving the task and
customer related problems. When team members feel that their manager is paying attention on
them then it will directly impact the performance of the customers. Team members feel that
someone is regularly watching them and hence they will always try to improve their
performance. Further, employees views and opinions are very necessary to listen by the manger
so that they can help in creating innovative ideas in solving the problems (Northouse,
4

2015). Employees concern is important to listen so that they feel that they are also important for
the resort.
It is very important that employees should understand bigger picture and long term
objectives of Rosewood to complete their task effectively. The manager has to clear different
task of the organisation to their subordinates so that they can maintain well functioning of their
team. Additionally, employees rewards are very necessary to motivate them and enhance their
performance. The Best employees must be rewarded so that they can be motivated to increase
their productivity. Further, effective communication is also important in accomplishing the task
of the hotel. Effective communication will resolve various problems and conflicts between
employees and help in making effective relationship among them (Odumeru and Ogbonna,
2013).
It is recommended that the manger of Rosewood has to act with integrity as it will
motivate employees and create pride for the hotel. Further, the manger has to lead their
employees through experience not through position. This will increase the confidence of
employees towards the hotel and this in turn increase the productivity of resort.
Task 2
a) Evaluating the communication process within two organisation
Effective communication is very necessary between employee, employer and their
supervisors. Lack of communication skills will create problems of misunderstandings and
conflicts among them. Communication process in Hilton is effective as its employees posses
better communication skills which help the hotel in resolving complex task. Further, the
organisation has adopted various process of communication like it communicate its importance
information and notice with the help of written letters and verbally providing them the
information (Park, Jeong Kim and McCleary, 2014). It gives the information of various
events with help of mails and verbally communicating it among them which helps the employees
to prepare according to it. The organisation also provides different task and goals to their
manager by giving them simple notice. This helps the organisation to intimate its employees
about their task and goals which in turn helps them to achieve their objectives on time.
On the other hand, Rosewood has adopted various effective methods of communication
to provide necessary information to their employees as well as their customers. They use non
5

verbal, formal and informal means to interact with their employees. Face to face communication
are also supported in Rosewood hotel. This is effective way to determine the passion and
confidence of the employees. It also helps in clearing the problems and conflicts of the team
members. Further, this hotel has taken help of email in order to communicate with their
employees. It includes different documents, images which make it the best method as compared
to fax and printing machines. The major disadvantage of email is that it is less effective than face
to face and telephonic conversation and often create misunderstandings. Further, Hilton provide
training for communicating important objectives to their staff members (Shockley-Zalabak,
2014). Further, body language and appropriate tone of voice also helps the authority to pass
their information effectively. All these methods helps Hilton to communicate effectively and
maintain effective relationships with their employees.
b) Analysing organisational culture
There are four types of organisational culture which are defined as follows:
The clan Culture:
In this culture, team members feels that they are major part of the hotel which actively
involved in various activities. Leaders are the mentors and organisation has to follow all the
promise which they have committed to their customers. The main values of the hotel are properly
rooted in teamwork. This culture mainly focuses on nurturing and making things better.
The adhocracy culture:
In this culture, subordinates are motivated to take risks of the business and leaders are
allowed to behave as an entrepreneur. In this, the organisation is held together by performing
various experiments. The Adhocracy culture is mainly focuses on creative working. The main
bonding materials of the organisation are innovative and experimental ideas. The main objective
of this culture is to make progress and implement new resources (Tang, Wang and Tang,
2015).
The market culture:
The focus is to achieve their long term objectives and profits. Market share and
profitability are the main areas of their interest. The organisation people are competitive and
focus on goals. The main things on which it focuses are market penetration and stock shares. The
organisational values are based on tough competition.
The hierarchy culture:
6

This culture has structured work environment. Leaders are motivated to efficiently
coordinate the task of the organisation. The main goal of the organisation which follows
hierarchy culture are stability and effective results along with smooth functioning of the
organisation. Their success are defined by proper delivery of services on time and low cost. It
also gives attention to formal rules and policy of the government (Wheelan, 2014).
Rosewood hotel has adopted Adhocracy culture in which it has innovator entrepreneur
are the leaders. Transformation, agility and innovative outputs are its value drivers. Further, the
hotel has promoted freedom to individual employees. The main success points of this hotel are
availability of new services to different customers.
TASK 3
a) Assessment of self management skills performance
It is significant to know the skills of self management in evaluation of execution. In
present context, professional skills needed in me being a manger in Rosewood are explained.
Below is a table assessing the own management skills performance:
Professional skills Current
Level
5=
Strong
1=
Weak
The Best Current
Example
Ways to Improve
Communication Skills 4 Communication skills always
help me in increasing the
business value of my
organisation as it enhances
the customer figure.
By taking part in training
programs for improving
communication, required
improvements can be done.
Also, reading is the best way
to improve this.
Listening Skills 3 Listening skills leads to the
development of new and
improved service within
entity by listening attentively
Listening skills can be
improved by implementing
workshops to deal with the
customers. Also, feedback is
the most crucial element to
learn the listening skills.
7

to the customer needs.
Professional
Knowledge
5 It is the key requirements of a
business. Because of
possessing good professional
understanding I was able to
evaluate the efficiency and
effectiveness of existing
services.
Professional knowledge is
up to mark but still for
getting recent information
and creations it is necessary
to attend the technical
workshops to acquire current
knowledge and also, by
surfing internet professional
related study can be done.
Leadership Skills 2 Less productive results were
obtained due to poor
leadership skills. It leads to
unmotivated employees.
Leaders can be teach
making their employees
motivated and dedicated
towards their role. Also,
being passionate is the factor
that always helps a leader in
growing and developing.
Presentation Skills 5 Recently, a tender has passed
depending upon the data and
strategies presented by me.
Presentation skills can be
improved by providing every
one with a chance to
represent them, it will also
help in motivating others.
Planning and
organizing skills
2 It is essential for manger to
possess impelling strategies
and policies. Planning and
organizing skills helps in
achieving the targeted
objectives.
Involving every employee in
decision-making process
helps in implementing the
best set of planning
decisions.
Time Management 2 A product has been failed
because it was arrived late in
the market when the trend
was over.
Time management can be
improved by bringing
promptness in each task.
Also, effective planning of
objectives can save lot of
time.
Team Work 3 Its is always a good option to Team work can be
8

work along with a team, this
not only reduced the work
load in the entity but also
helped in getting effective
results in combined form.
improvised by motivating
the members of team.
Technology Skills 5 The best technological tools
used in the organisation
helped in increasing the
customer figure.
The technological skills are
up to mark but still to remain
updated with the upcoming
tools, consistency in market
research is required.
Self management 4 Impelling results were
produced from my side.
It can be obtained by
working on my negative
side.
Problem Solving 4 Problem solving skills of me
helped in evacuating the
recent hurdle of impotence
in product development
These skills can be further
advanced by attending the
maximum workshops and
training programs relevant to
the business.
b). Analysis of personal strengths, weaknesses, opportunities and threats.
Strengths Weaknesses
1. Good communication skills helps in bringing
customers, also professional relationships grow
with this tool.
2. Effective presentation, results in influencing
investors to invest in the business.
3. Trenchant knowledge of profession which is
used to cope up with the technical problems.
4. Updated with the technologies is that tactic
1. Lacking time management ability results in
lacking promptness in the assigned tasks.
2. Less-effective leadership skills makes team
members less productive.
3. Poor listening skills also results in
suppression of customer loyalty.
4. Ineffective planning and organizing skills
are the biggest drawback to any manager. It is
9

that is effective in bringing innovative creations
that helps in succeed.
necessary to well organize the business.
Opportunities Threats
Being a manager of Rosewood, the
opportunities I can take is to do market
research that will help in analysis the effective
strategies chosen by different managers. By
implementing these policies in my role, the
lacking factors can be improved. This analysis
also helps in development of the highly
demanded services. Thus, by observing all and
then working on them using the existing
strengths will lead to their completion.
The biggest threat to the business is of the in-
effective time management. This weakness is
resulting in late launching of the product in the
market. Sometimes, at the time when the trend
become over. This failing results in complete
loss of that service which directly impacts
upon the business value of the organization.
Also, when the consumers are being
interrupted while putting their ideas,
organization may lost the loyalty of that
consumer.
c). Set and prioritise objectives and targets to develop self-potential.
There are some lacking factors which were observed during the self evaluation
assessment, thus it is necessary to recover them. Here are some time-frame based objectives
which should be attained in a setted period:
Time management Time-frame
Market researches for developing useful services
only. It will help n reducing time consumption on the
waste products.
1 month
Designing of strategies depending on market
research according to which work will be done and
setting of associated time-period with a single task.
15 days
Measure the promptness of each and every
segmented task so that any modifications can be
done, if needed.
15 days
10

Planning and organizing Time-frame
Benchmarking the organisation with the best
policies and schemes existing in the market
surroundings and choosing the required
1 month
Implementation and evaluation of the strategies
chosen.
20 days
Mensuration for checking the effectiveness of
the policies selected so that modification or
alteration can be done.
20 days
Leadership skills Time-frame
Evaluations and measurement of the present
effectiveness of leader.
10 days
Studying and researching different models
present to bring the best suited in the
organisation.
1 month
Implementing the selected model 15 days
d) Explaining how own managerial and personal skills will support career development
As a catering manager, I have always tried to give best services to the guests of
Rosewood hotel. Good communication skills helps me lot in bringing customers along with this
professional relationships grow with this tool. The leadership skills like effective communication
skills have helped me to influence more customers to prefer Rosewood hotel. I am updated with
the technologies which are effective in bringing innovative creations that helps in increasing the
productivity of the hotel. Further, I have continuously focused on developing my problem
solving skills which helped me to increase my problem solving capability.
I want to become senior catering manager so that I can personally handle all the staff
member performance and provide the best facilities and service to guests of the hotels. Further,
11

my positive behaviour and attitude towards the work has helped me lot to influence the
customers. I have also evaluated and measured the effectiveness of present strategies of hotel
industry which give me the idea of areas which needs development. Further, my time
management skills have helped me lot in completing my difficult task on time. This skill have
assisted me in making goals so that I can accomplish different tasks. All these skills have
assisted me in developing my career.
Further, I am adaptable to every condition which has helped me in existing difficult
situations. The self development strategy and planning skill played an important role in
achieving my long term goals and objectives.
e) Reviewing career and personal development needs, current performance and future needs to
produce a development plan
Skills Objectives Time period Action
Technology Skills The main objective of
technology sills to
increase the technical
knowledge.
2 years 1. Technology skill
helps me to remain
updated with technical
equipment and
software.
2. It strengthens my
technical
understandably.
3. Taking technical
classes.
4. Practicing more on
computer based
software.
Communication skills To increase self
confidence.
1 years 1. Taking coaching
classes.
2. Communicating in
English.
12

3. Learning more
vocabularies.
Motivation To increase self
motivation and
concentration power.
6 months 1. Mediation
2.Listening
motivational videos
and lectures.
Presentation skills To influence and
attract more
customers. The main
objective is to become
more presentable in
life.
2 years 1. Giving more
presentation to
employees which will
help to remove stage
fear.
2. By taking help of
online lectures which
will guide me to be
attractive presentable.
Professional skills To remain effective in
the hotel and
accomplish its long
term objectives.
5 years 1. Attending
workshops which
helps in increasing the
professional
knowledge.
2.Reading inspirational
books of successful
entrepreneurs.
Problem solving skills The main aim of
developing problem
solving skills is to
enhance the decision
making process.
1 years 1. Taking different
workshops.
2. Attending various
seminars of successful
people.
Self management
skills
To increase the
productivity.
2 years 1. Analyzing weak
areas and working on
13

them.
All these skills are very essential in motivating itself to work hard and achieve future
goals. I have adopted various strategies to boost up my confidence and overcome my weak areas.
Further, there is need of focusing more on developing these skills in order to enhance my skills
and qualities which will direct me to achieve desires results.
CONCLUSION
In this report, it can be concluded that developing manager has lots of responsibilities
which it has to fulfil in order to achieve the goals of the hotel. The contingency and system
approach of Rosewood and Hilton are compared. Further, leadership characteristic of manager
are discussed. Further, different ways of motivating and leading employees of Rosewood hotel
are described. Different communication process like email, face to face, written, verbal are
adopted by Rosewood and Hilton. Different types of organisational culture including Clan,
hierarchy, adhocracy and market culture are defined in this report.
Moreover, in this report, the portfolio is made in which management skill performance,
strengths, weaknesses, opportunities and threats are assessed. Different targets and priority
objectives are analysed to develop the potential of developing manager are described. Further,
managerial skills like communication, presentational, professional, self management skills are
described to fulfil development needs. This portfolio has given the idea to manager about its
lacking areas and weaknesses which it has to improve its career.
14

REFERENCES
Books and Journals
Benavides-Velasco, C.A., Quintana-García, C. and Marchante-Lara, M., 2014. Total quality
management, corporate social responsibility and performance in the hotel
industry. International Journal of Hospitality Management. 41. pp.77-87.
Büschgens, T., Bausch, A. and Balkin, D. B., 2013. Organizational culture and innovation: A
meta‐analytic review. Journal of product innovation management. 30(4). pp.763-781.
Cameron, E. and Green, M., 2015. Making sense of change management: A complete guide to
the models, tools and techniques of organizational change. Kogan Page Publishers.
Cornelissen, J. and Cornelissen, J. P., 2017. Corporate communication: A guide to theory and
practice. Sage.
Griffin, M. A. and Hu, X., 2013. How leaders differentially motivate safety compliance and
safety participation: The role of monitoring, inspiring, and learning. Safety science. 60.
pp.196-202.
Ho, A.D., and et.al., 2016. Exploration of hotel managers' training evaluation practices and
perceptions utilizing Kirkpatrick's and Phillips's models. Journal of Human Resources in
Hospitality & Tourism. 15(2). pp.184-208.
Hsiao, T.Y., and et.al., 2014. Establishing attributes of an environmental management system for
green hotel evaluation. International Journal of Hospitality Management. 36. pp.197-208.
Levi, D., 2015. Group dynamics for teams. Sage Publications.
Nieves, J. and Segarra-Ciprés, M., 2015. Management innovation in the hotel industry. Tourism
Management. 46. pp.51-58.
Northouse, P .G., 2015. Leadership: Theory and practice. Sage publications.
Odumeru, J. A. and Ogbonna, I. G., 2013. Transformational vs. transactional leadership theories:
Evidence in literature. International Review of Management and Business Research. 2(2).
p.355.
Park, J., Jeong Kim, H. and McCleary, K.W., 2014. The impact of top management’s
environmental attitudes on hotel companies’ environmental management. Journal of
Hospitality & Tourism Research. 38(1). pp.95-115.
Shockley-Zalabak, P., 2014. Fundamentals of organizational communication. Pearson.
15

Tang, T. W., Wang, M. C. H. and Tang, Y. Y., 2015. Developing service innovation capability
in the hotel industry. Service Business. 9(1). pp.97-113.
Wheelan, S. A., 2014. Creating effective teams: A guide for members and leaders. Sage
Publications.
Wiewiora, A. and et.al., 2013. Organizational culture and willingness to share knowledge: A
competing values perspective in Australian context. International Journal of Project
Management. 31(8). pp.1163-1174.
Woodcock, M., 2017. Team development manual. Routledge.
Online
Bisk, 2017. 5 Essentials of Hospitality Leadership. [Online]. Available
through:<https://www.michiganstateuniversityonline.com/resources/hospitality/the-5-
essentials-of-hospitality-leadership/#.WXWHMnV948o>. [Accessed on 24th July 2017].
Patricia, F. 2017. Contingency Management Theory. [Online]. Available through:
<https://www.business.com/articles/contingency-management-theory/>.[Accessed on 24th
July 2017].
16