Leadership and Management in Premier Inn London Country Hall Hotel

This report discusses the importance of leadership and management in Premier Inn London Country Hall Hotel, focusing on delivering fast and efficient services to gain maximum client satisfaction. It explores the use of change management models such as ADKAR and Lewin's model in implementing changes in technology and attendance systems. The responsibilities of a service manager in a hospitality industry are also highlighted.

Leadership and management have purposes as the leader has followers who follow
them while managers are an art of doing things from others but both share the
common vision. This report is based on Premier Inn London Country Hall hotel that is
headquarter in United Kingdom. This aims to provide excellent offerings to their guest
and also emphasise on delivering fast and efficient services so as to gain maximum
client’s satisfaction.
Create strong relation with sales representative and dealers: The major role
of service manager is to create strong relation with suppliers and manufacturers so that
they could get best quality of products at any time in according of their requirements in
right place. This accelerates the productivity and boost the competitive advantage within
the confines of hospitality industry.
Scenario- Premier Inn London Country Hotel’s management wants to bring the
changes in the attendance system of the employees. This is a change which the workers of
the hotel will be required to face and thus they are strongly resisting this change. For
implementing this change the hotel’s management will make the use of Lewin’s change
management model.
Lewin’s change management model: This model consists of three stages that are
presented as follows:
 Unfreeze: Under this model, it is essential for the people to understand the
changes that is going to take place as it helps in ensuring greater success. The
manager of Premier Inn London Country Hall hotel ascertains the need of
changes and prepare proper planning and strategy so that they facilitate changes
easily.
 Change: In this stage, people tends to bring changes which is one of the challenging
steps as it involves the meeting of stakeholders and employees who renders an
effective solution in day to day operations of a business. Time and communication are
the two key concepts that provide greater benefit to Premier Inn London Country Hall
hotel that help in ensuring success in a changing era.
Refreeze: The manager become comfortable and feel confident and establish good new
relationships and provide a new and systematic working procedure that ensure greater
success and thus promote the growth within the confines of hospitality industry. In order to
attract and retain talent, the checklist is followed by the manager of Premier Inn London
Country Hall hotel are as follows:
 It is essential for the manager to provide an enormous support to employees and
also to provide learning and development. This enhance the growth and thus
provides a greater path in their career.
 The manager should invest its time and energy in imparting them with
appropriate skills which facilitate proper coordination and cooperation in a
workplace.
 The manager should make optimum utilisation of resources from experiences and
Leadership and Management services
Introduction
References
Hayes, J., 2018. The theory and practice of change management. Palgrave.
Shelygov, A.V., Sharonin, P.N. and Todorova, T.N., 2019. The principles of change
management in a modern company. Экономика и предпринимательство. (6). pp.573-578.
Different service organisations with the help
of change management system
A service manager interacts with customer and handle the overall operation of service
department. The major focus of service manager is to deliver fast and efficient services to their
customers and to engage them so as to accomplish task in an effective and efficient manner. It
must have strong knowledge regarding the products or services offers so as to gain generate
more and more customers across the globe. In the context of Premier Inn London Country Hall
hotel, the roles and responsibilities are given beneath:
Achievement of goals: The manager of Premier Inn London Country Hall hotel
monitors the progress of ongoing projects and trends and also focus on working procedures so
that targets are met within limited time period. This increase the productivity and develop
proper coordination and cooperation in a respective workplace.
Solve the queries of customers: This is one of the greater responsibilities of service
manager of respective firm as it solves the queries of customers in a quicker and efficient
manner. This build the trust of customers that increase the effectiveness within a hospitality
industry.
Help to train new employees: The service manager of concerned firm provides an
effective training to their employees as it is very essential in a dynamic environment which
increase the skills and knowledge base and thus cultivates confidence and trust among them.
They also ensure that training would help them in preparing them for higher positions and
accepting challenging roles which in turn increase the efficiency and productivity in case of
hospitality industry.
Scenario- Hilton Hotel’s managers want to bring a change related to new technology
in the hotel. This is a change which will require the management to ensure that everyone feels
comfortable according to the new technology. For this the requirement for the managers is to
ensure that they can make the use of ADKAR model for ensuring the smooth implementation
of the change process.
Another model of change management that could be use by another organisation such as
Hilton hotel is ADKAR model. Various steps of this model can be understood by following
points:
Awareness: This is first step, in this managers of Hilton create awareness among employees
about the change they will going to introduce at workplace. Awareness about the need of
change is mainly developed in this stage in order to ensure its effective implementation.
Desires: This is another step in this managers make efforts to create desire among employees
to take part in change process and support the same. Support of employees of Hilton is very
essential in order to make the process of change a successful one.
Knowledge: This is one of the important and most crucial step of this change management
process in this manager make the employees aware how the actual change will take place at
workplace. Various questions such as what will be roles and responsibilities of employee, who
will be responsible for every activity and many more are get answered in this step.
Ability: Under this step, ability of every individual involved in the process of change is
improved in order to ensure effective implementation of every activity involved in process of
change. Managers of Hilton offer proper training and development activities to employees so
they can easily perform their roles and responsibilities with change implemented at workplace.
Reinforcement: This is the last step, in which efforts are made to maintain the new change
introduced at workplace. every employee of Hilton hotel requires to work as per the new
policies and regulations in order to get maximum benefit of new change.
From the above information, it can be summarised that leadership and management is crucial
for every organisation in order for achievement of goals within short span of time. Various
classical theories such as Taylor’s principle of management, behavioural theory and many
more is conducted and also various leadership styles is analysed that determine to achieve
desired level of output.
Conclusion