Leadership in the Hospitality Industry

This assignment delves into the crucial role of leadership within the hospitality industry. It requires students to examine different leadership theories, such as transformational, transactional, and servant leadership, and analyze their practical application in real-world hospitality settings. Students are also tasked with evaluating case studies and proposing effective leadership strategies for enhancing employee motivation, customer satisfaction, and overall organizational success in the dynamic hospitality environment.

THE
DEVELOPING
MANAGER

TABLE OF CONTENTS
INTRODUCTION ..........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Different management styles ................................................................................................3
1.2 Leadership characteristics .....................................................................................................5
1.3 Evaluation of communication processes ...............................................................................6
TASK 2............................................................................................................................................9
3.1 Leading and motivating a team ...........................................................................................17
3.2 Justification of managerial decisions ..................................................................................17
TASK 4 .........................................................................................................................................18
4.1 Contribution of own managerial skill in career development..............................................18
4.2 Review career and personal development needs ................................................................19
CONCLUSION .............................................................................................................................20
REFERENCES .............................................................................................................................21
2

INTRODUCTION
Hospitality industry offers huge success and growth opportunities to people and it
provides better leisure and tourism services as well. It is vital that all the operations of hospitality
firms should be carried out effectively so that superior quality of services will be offered to the
consumers. Present report is based on two different organization Hilton Hotel and Marriott hotel
that works in hospitality sector (Brandon-Jones, Lewis and Walsman, 2016). The report
describes about different management styles that are used in the enterprise for carrying out
required activities. Leadership characteristics have been discussed in the report along with the
evaluation of communication process. In addition to that, analysis of organizational structure and
its culture has been mentioned as well as assessment of own management skills and performance
to work as an general manager has been done. Moreover, analysis of own personal strengths,
weaknesses, opportunities and threats have is conducted in the report.
TASK 1
Hotel Hilton and Marriott work in the UK and render superior quality services to
consumers (Buckley, 2012). Business activities in the entity are performed by adopting suitable
and effective management styles which help in ensuring long term growth and success of
business.
Scientific approach of management style :- according to this approach major focus is given for
making improvements in efficiency and productivity of staff members by making use of
scientific approaches. Division of work needs to be done in systematic way and it is required that
appropriate methods should be used for enhancing skills and capabilities of staff members.
Hilton uses this approach for making improvements in productivity of the staff members.
Classical approach :- Marriott hotel uses this management approach for doing division of work
among staff members. Pay and compensation policies are also formed in the enterprise so that
basic needs of staff members can be fulfilled.
Systematic approach to management :- This management approach gives emphasis on
management practices and procedures. The major goal of this method is to create specific
processes and procedures that are used for completing the task and work.
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Contingency approach :- According to this method decisions for business are taken on the basis
of situations and it supports in resolving critical and complex issues that are faced in Hilton
hotel.
Human relation approach :- According to this approach employees are most significant resource
of an organization that gives positive efforts for accomplishing the goals of the entity. The factor
that gives most importance to enhancing productivity is professional relationship. Hilton hotel
organizes role playing sessions and management games for running the operational activities of
the enterprise.
(SOURCE- Crouch, 2012)
Different types of management styles that are used in Hilton are described as:-
Directive: - This type of management style is used by the managers of Hilton hotel for
conducting required business activities in an effective manner. Staff members are motivated by
the threats and discipline as well as close control of employees is done under this method
(Management styles. 2017). This management style proves to be beneficial whenever there is any
crisis situation in the enterprise and if deviations are risky (Marshall, 2013). However, there are
some disadvantages that are associated with this leadership style which includes lack of proper
learning among staff members. Staff members face difficulty in acquiring new knowledge and
capabilities that creates frustration among them due to which their overall productivity gets
decreased (Armstrong and Taylor, 2014.).
Authoritative: - Managers in Hilton hotel use this management style for setting mission and
vision for the staff members. Clear instructions and directions are given to the employees and
4
Illustration 1: Hospitality services

leader is credible under this approach (Doving, 2010). All the staff members are assigned with
specific job roles and responsibilities which supports in accomplishing the desired goals of the
entity in an effective way. However, this leadership style proves to be ineffective when
employees are underdeveloped and they require guidance for performing their work effectually
(Banfield and Kay, 2012).
Coaching: - This management style is adopted in Hilton hotel for making significant
improvements in existing skills and capabilities of staff members. Workers are provided with the
opportunity to professionally develop themselves (Bratton and Gold, 2012). This technique
supports for helping and encouraging employees to develop their strengths and making positive
improvements in their performance. This management style proves to be effective when there is
the need for making improvement in existing skills and capabilities of staff members. This
management style is also used when discrepancies are observed in the talent and capabilities of
workers (Hill, Jones, and Schilling, 2014).
Marriot hotel uses following management style for running their business activities:-
Affiliative leadership style: - This management style is adopted in the enterprise for creating
harmony and peace along with developing conductive working environment (Kersley and et.al.,
2013). This method proves to be effective for managing conflict situations and giving assistance
to employees for counselling. This technique is less effective when critical and crisis situations
occur in the entity (Klingner, Nalbandian and Llorens, 2011).
Participative management style: - This method is used for increasing the involvement of staff
members in decision making process of enterprise. By the use of this style, morale and
motivation level of workers get enhanced and they are given with rewards and other monetary
incentives for performing their work effectively (Latham, 2012).
1.2 Leadership characteristics
Different types of leadership styles that are followed in the organizations are as
followed :-
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Autocratic leadership style :- Hilton hotel follows this leadership style for managing the
manpower inventory of the entity. Specific orders and commands are given to staff members and
they are expected to complete their assigned work and responsibility.
Democratic leadership style :- Marriott hotel uses this leadership style for involving participation
of staff members in the decision making process and strategy formulation process. It supports in
gaining new ideas and concepts for carrying out business functions in effective way.
Action oriented leadership style :- Under this leadership style authorities and powers are given to
employees. It aids for delegating accontability to employees and task and job responsibilities are
assigned to the staff members.
It is assertive that leaders should render guidance to the followers and lead them towards
attainment of goals. Proper instructions and directions given by leaders and managers support in
the accomplishment of desired goals of entity in an effective manner. Different types of
leadership characteristics in Hilton and Marriott hotel are described as:-
Hilton hotel: - Leaders in the organization guides followers to complete their assigned work on
time. They try for identifying new concepts and methods for making positive improvements in
the existing practices of organization (Peters, 2015). Leaders give focus on the quality rather
than quantity and initiatives are taken by them for adopting new innovations in the existing
practices and procedures of entity. Leaders set mission and vision for the followers and on the
basis of that, long and short term objectives are set for the enterprise. It inspires subordinates to
perform their work effectively (Ehrhart, 2015). Inspiration is one more significant characteristic
of leaders by which subordinates get inspired for performing their work in an effective and better
way. Inner values are also crucial characteristics of a leader among which some values include
good sense of humour, honesty, loyalty towards subordinates, etc.
Marriott hotel: - Leaders in enterprise have good strategy making skills which supports in setting
vision, mission and objectives for the business. Leaders are effective and powerful
communicators with having good listening skills possessed by them. In addition to this, leaders
in the firm are open to ideas and innovative concepts that can be adopted for making positive
improvements in the current performance of entity (Avolio and Yammarino, 2013). Skills like
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strong decision making and effective communication are important characteristics shown by the
leaders in Marriott hotel.
1.3 Evaluation of communication processes
It is assertive that communication processes that is used by organization working in
hospitality industry should be effective so that smooth flow of information can be ensured.
Hilton and Marriott hotel uses effective communication channels for transferring data,
knowledge, details and important information. Communication process refers to steps that are
used for transmitting information between sender and receiver (Gottfredson and Aguinis, 2014).
Major steps of communication processes are described as:-
Sender develops ideas and information: - It is the first step under which sender creates ideas and
information which is needed to be sent to the receiver. Subject matter which needs to be sent is
planned and communication medium is also selected by the sender (Siegel and Korniewicz,
2015).
Encoding of message: - Under this step, idea is converted into perceivable form so that its
meaning can be properly understood by the receiver.
Creating message: - Information which needs to be sent is converted into message and
the subject matter can be oral, written, non-verbal and in symbolic manner.
Selecting the communication medium: - Channel for transmitting message is selected
under this and the medium can be writing, signalling, gesturing or speaking.
Transmission of message: - Sender sends the message by chosen communication medium
and it is received by the receiver.
Receiving of message :- In this stage message is received by the receiver and information
that has been sent by the sender is accepted (Naff, Riccucci and Freyss, 2013).
Decoding of message :- After receiving the message decoding is done for interpreting the
information that has been sent by the sender.
Feedback :- Response is given by receiver for the information that has been sent by the
sender and it supports in enhancing effectiveness of the communication.
Hilton hotel :- In the organization all the 8 steps of communication process are executed and
required information and data is transferred. Written mode of communication medium is used
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and notice, circulars, memos, E-mails, written documents and other writing documents are used.
It aids in transmitting authentic and reliable information (Cook, 2016).
Marriott hotel :- Communication processes that are used in Marriott organization are vary
effective and all the 8 steps are followed for transferring information from one place to another.
Oral medium of communication is used and required details and data are transferred between
sender and receiver. Telephonic calls are done and face to face communication is done by staff
members and it supports in enhancing the effectiveness of communication process.
1.4 Analysis of organizational culture
Organizational culture defines about values, beliefs, attitudes and behaviour of people at
the work place. Hospitality industry faces various challenges while developing effective work
culture and overall performance of the enterprise gets influence due to it. Policies and guidelines
made by the management, leadership provided by managers, skills and capabilities of employees,
working environment and behaviour of staff members towards each other are some prominent
factors that gives impact on the organizational culture (Organizational change . 2017). In
addition to that organization including Hilton and Marriott that works in tourism sector gets
affected due to the changes in organizational culture. Nature of business is one prominent
element that affects the business activities and when fluctuations are observed in tourism sector
than unrest, frustration and depression occurs in staff members (Cook, 2016).
Goals and objectives decided by top management of the enterprise also gives impact on
the organisational culture. It becomes vital for staff members to follow strategies, procedures and
practices that lead towards accomplishment of goals set by top management of the entity.
Management style used In the enterprise for handling manpower inventory also gives impact on
the values, attitude and beliefs that exist in the entity (Latham, 2012). Gender difference is one
more significant contributor due to which organizational culture gets influenced. Four different
types of organizational culture have been described by Handy's and these are as follows :-
Power Culture :- Authority to take decisions for the enterprise remains with few individuals and
less involvement of staff members is taken in the decision making process of the entity.
Performance of the staff members is evaluated and on the basis of that rewards and incentives are
given to employees. Marriott hotel follows power culture in which decision making power is in
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the hands of top management people and little authorities are given to people working at middle
and lower level management (Marshall, 2013).
Role culture :- specific responsibilities and roles are assigned to employees and they are expected
to fulfil all the responsibilities and accountability. Power in this system is derived from the
position of a person and clear authorities are delegated to employees.
Task culture :- Particular task and work are allocated to employees and team working is given
more importance in this system. Hilton hotel adopts task culture for executing required
operational activities in effective way. All the staff members are divided into groups and specific
work and task are allotted to employees (Armstrong and Taylor, 2014).
Person culture :- Under this culture individuals having similar skills, capabilities and technical
expertise work on specific project and power in this culture lies in each group of people.
Organisational culture at Hilton hotel and Marriott gets affected by national culture and overall
performance of the firm gets influenced due to it. According to Hofstede model of organizational
culture there are five major factors that gives impact on the work place culture. Major elements
includes power distance, individualism , masculinity Vs. Femininity, Uncertainty avoidance, and
long term orientation (Crouch, 2011). National culture is about deeply rooted values that support
in making differentiation between good and bad behaviour, normal and abnormal behaviour,
rational and irrational behaviour and due to that organization culture also gets influenced.
Various types of changes are observed and it includes demographic, economic, political,
technical and legislative and due to that performance of the entity gets influenced.
TASK 2
9

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General manager of Dorchester Luxury hotel required to have effective leadership skills so that
instructions and directions can be given to staff members. I need to lead followers towards
attainment of goals and it will aid in accomplishing long term and short term objectives of the
enterprise.
Personal skills needs to be effective so that requires task and activities can be performed in
effective manner and it will support for performing in the job in better way.
Management skills :- To work as an general manager in the hotel I need to have good
management skills so that I can perform my assigned work in effective manner.
Motivation skills also need to be good so that better encouragement and inspiration can be
provided to followers.
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My organizing and planning skills are good and I am effective in doing division of work and
allocate task and responsibilities to the employees. All the operational activities of the company
will be performed in better way and it will support for gaining required objectives in effective
manner.
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Technological advancement that are happening in the hospitality industry making it essential for
acquiring technical expertise so that work can be performed in effective way and it will help in
performing the work in effective way.
Cognitive and creative skills of leaders also needs to be good so that innovative ideas and
concepts can be used for making positive improvements in overall performance of the entity. To
work as a general manager of the hotel I need to have some good cognitive and creative skills so
that I can apply innovative ideas and concepts for making improvements in overall performance
of the organization.
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15

16

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18

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Task 3
3.1 Leading and motivating a team
Leader is a person who works for leading a group or team of followers towards
accomplishing a specific aim. Jamie's Oliver is a new restaurant and autocratic leadership style is
followed for managing the human resource of the enterprise. Organization is facing issues due to
poor customer services and due to that overall performance of the entity is getting affected. It is
required that proper measures should be taken for resolving the issues faced in the enterprise.
Motivation is defined as practices of enhancing moral and enthusiasm of followers so that they
can complete their assigned work in effective way. Entity can adopt different types of
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motivational techniques for enhancing the morale and motivational level of the employees.
Performance related incentives can be given to employees so that they take positive efforts for
making improvements in the customer services of the enterprise. This method has advantages
and it supports for enhancing motivational level of followers.
Jamie’s Oliver restaurant is a new restaurant that has been opened for offering better
services to people. It is critical that better services should be given to the people who comes at
Restaurant and it will support for enhancing profitability and revenues at there. There are many
methods that can be adopted for leading and motivating a team for achieving an agreed goal and
objective (Kersley and et.al., 2013). All the staff members can be divided in to teams and
specific task and responsibilities can be assigned to individual team members. It will aid in
enhancing mutual understanding among staff members and better coordination will be developed
in employees. Performance linked incentives can also be given to staff members and it will help
in motivating the employees for accomplishing the desired goals of the entity (Lăzăroiu, 2015).
In addition to that top performing employees can be awarded as star performer and it will support
for appreciating the good work done by the employees. In addition to that training and
development programs, seminars and conferences can be organized in the entity and external
motivational speaker can be called for enhancing the motivational level of staff members. It is
vital that proper communication channel should also be developed so that all the information
should be transferred to employees. All the methods will support in enhancing the motivational
level of team and
3.2 Justification of managerial decisions
Managerial decisions taken at Jamie’s Oliver restaurant supports in achieving the desired
goals of entity in effective way. Performance of the entity can be improved by this and team
activities can also be performed in effective way by making use of this method. Team working
requires mutual coordination and support of individual staff members and enhancing
motivational level of employees will support for accomplishing the desired goals of the entity in
effective manner (Banfield and Kay, 2012). Rewards and performance based incentives given to
the employees will encourage them towards achieving a specific target and it will also help in
enhancing the morale and motivational level of team members. Top performing employees can
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be awarded at the end of month and it will support for motivating the employees to achieve
desired goals and objectives of the enterprise.
Programmed decision :- These decisions are taken in the Jamie’s Oliver restaurant
enterprise for solving day to day routine problems. These types of decisions are taken in the
enterprise for resolving simple and complex problems that are faced in the entity.
Non programmed decision :- These types of decisions are taken for solving non repetitive
and complex problems that are faced in the enterprise. These types of decisions are taken by
analysing data and information.
Classical managerial model :- According to this model major focus is given in the organization
for developing a standard method for completing the job in scientific manner. It is vital that work
should be planned in effective way for eliminating interruptions. It is also required that wages
and incentives should be given in proper manner. It will support for increasing the output and
efficiency of the employees. Jamie’s Oliver restaurant can make use of these methods for
running the functions of the enterprise in effective way.
Political managerial model :- In this approach decision making is done in the enterprise by
making use of bargaining and it focuses on doing distribution of power and authority. Conflicts
are resolved by doing negotiation with the conducting group. Jamie’s Oliver restaurant company
can use these methods for solving grievances and issues that are faced in the enterprise.
Team working aids in enhancing morale and motivational level of employees and due to
that long term and short term objectives can be achieved effectively (Klingner, Nalbandian and
Llorens, 2015). Organizing seminars, conference and training session for the staff members aids
in making improvement in their existing knowledge, capabilities and skills and it also supports
for enhancing motivational level of employees so that they can be motivated for performing their
work in efficacious manner.
TASK 4
4.1 Contribution of own managerial skill in career development
Hospitality industry is facing tough and intense competition and it is assertive that better
and effective services should be offered to people who avail services in travel and tourism sector.
Managerial and personal skills supports me for career development and it also helps me in
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ensuring long term growth and success in career. There are some essential needs that are required
by me for performing my jobs in hospitality, travel, tourism and sports sector. It is required that I
should have good communication skills so that better interaction can be made with the staff
members and superiors (Buckley, 2012). I will become capable for giving effective presentations
and giving proper instructions and directions to the subordinates.
It is also required I should have effective personal and leadership skills so that guidance
can be given to the followers. In addition to that it is required that I have good cognitive and
creative skills so that innovative ideas and concepts can be used for making positive
improvements in performance of the organization by applying innovative ideas and concepts. I
need to have effective and good Planning and decision making skills for taking effective
decisions for the enterprise and it also helps in making better strategies for the entity. In addition
to this I need to have good listening skills helps in understanding problems and issues that are
faced by followers and it also helps in resolving the issues faced by subordinates. Regular
advancements and innovations are happening in technical sector and due to that better services
are offered by organizations that are working in tourism industry. In addition to that I need to
have good managerial skills which will supports for completing my assigned work in effective
manner.
ll the required functions including planning, organizing, coordinating, controlling and
monitoring. Own personal and managerial skills supports for ensuring growth in career and
reaching at higher job positions.
4.2 Review career and personal development needs
It is assertive that necessary improvements can be made in the existing skills so that
better improvements can be made in the performing areas. Own career and personal development
needs, current performances and future needs are as described:-
Career and personal
development need
current performance
and future needs
development plan Time required
Communication skills I am weak at my
communication skills
I will watch news
programs on television
3 Months
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and I require making
positive
improvements in my
existing skills
and listen to radio
programs so that I can
understand better ways
for making effective
interaction with people
Leadership skills I am good in giving
directions and
instructions to the
subordinates and it
supports me in gaining
loyalty of
subordinates.
For making positive
improvements in my
leadership skills I will
take assistance from
my superiors and learn
new ways for
improving
performance as a
leader.
2 Months
Technical skills I need to acquire good
technical skills so that
I can effectively use
advanced technical
equipment and
machinery.
I will join a short term
diploma course for
acquiring better
technical skills
1 Month
Time management
skills
I need to acquire better
time management
skills so that all the
required work should
be scheduled on due
time. All the other
subordinates also need
to have good time
I will organize a
training session in the
company on time
management and all
the staff members will
be invited to join the
program.
3 months
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management skills
CONCLUSION
Summing up the present report it can be concluded that it is vital that effective
management style should be adopted in the entity for managing the business functions
effectively. Different types of managerial styles that can be adopted includes participate,
affilitative, coaching and authoritative leadership style. This styles supports for accomplishing
the desired functions of entity including planning, organizing, coordinating, controlling and
monitoring an in effective way. There are some specific characteristics of a leader and it includes
innovation, honesty, vision, strategy making skills and good communication skills. It supports in
providing better directions and instructions to the followers and it also supports for
accomplishing the required goals in better way. It is vital that communication processes in the
entity should be executed properly so that required data and information can be transferred and
flow of communication can be made smooth. In addition to this it is required that analysis of own
development needs should be done so that weak performing areas can be identified and
development plans can be made for making improvements in those areas. Moreover, many
innovative methods can be used for motivating the staff members towards accomplishment of
specific goals. Performance based rewards can be given and job promotions can also be given for
motivating the team members to achieve a specific goal.
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