Operational Management Strategies and Leadership at The London Hilton

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BUSINESS MANAGEMENT OPERATIONS
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Table of Contents
Introduction......................................................................................................................................3
Task 1...............................................................................................................................................4
Task 2...............................................................................................................................................5
Task 3...............................................................................................................................................9
Conclusion.....................................................................................................................................12
Reference list.................................................................................................................................13
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Introduction
Operation management has a significant role in developing the productivity of an organisation.
The operation management team of an organisation contributes to managing the productivity by
planning and designing different operations. Leaders and managers play a key role in managing
the employees of an organisation that benefits the organisation in the long run. The analysis is
performed on The London Hilton Hotel on Park Lane.
London Hilton on park lane is located at Park Lane in the Mayfair district of London. The hotel
was established in 1963 as the London Hilton Hotel. The hotel is situated on the historic sites of
Londonderry house so that they get a chance for serving more tourists. The hotel is a 28 storied
building with 56 suites and 453 rooms. The operation management process of this hotel is
provided in this study (hilton.com, 2019).
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Task 1
Introduction
The section of this study provides a comparison of the roles of a leader and a manager. The
general characteristics of leader and managers are provided followed by the functions of them.
Different models are used for performing the analysis. The management style of Joan Pearson is
also analysed who is the manager of the Hilton hotel.
P1 Define and compare the different roles and characteristics of a leader and a manager.
Leaders are the employees who motivate the employees for obtaining a better result. The
managers are responsible for managing the working procedure of an organisation (Nikkilä et al.,
2017). The general characteristics of a leader include the ability to lead a team by using
interpersonal skills. The leaders are confident and believe in the actions of the employees, which
helps to acquire employee satisfaction. The leaders develop plans that are beneficial for the
growth of an organisation. The managers perform the activities only that are beneficial for
achieving management goals.
Comparison between the leadership and management
Leaders Managers
 The leaders develop a beneficial plan
and implement it in the working
procedure
 The leaders are responsible for
directing the team
 The problems of the team members are
solved by the leaders
 The leaders monitor the performances
of the team members and report it to the
managers
 The leaders allocate resources to the
employees
 They involve the employees in the
decision-making process so that the
employee morale can be enhanced
 Leader help others to achieve their own
career goals
 The leaders achieve their goals by
using the charisma, inspirational
work, intelligence (Babalola et al.,
2016)
 The managers are responsible for
setting objectives for a company
 The managers direct the employees to
the organisational aims and objectives
(Bolman and Deal, 2017)
 Manager achieve their own goals
through the efforts of the leaders and
employees
 Managers use different business models
and system to design the working plan
of a company
 The managers do not involve the
employees in the decision-making
process
 The common activities of the managers
are organising, planning, giving
commands, ensuring coordination,
controlling the employees
 The managers accomplish their duties
by using the interpersonal skills,
informational and quick decision-
making skills
Table 1: Comparison between the leadership and management
(Source: created by the learner)
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Task 2
P2 Examine examples of how the role of a leader and the function of a manager apply in
different situational contexts
Joan Pearson follows the autocratic leadership style. According to the autocratic leadership
style, the manager is only responsible for decision-making (De Hoogh et al., 2015). Joan Pearson
has not involved the employees in the decision-making process so that the employee morale
cannot be boosted. The employees of this hotel have felt undervalued by this process, which has
been responsible for the decreasing service quality. It has increased the staff turnover rate in the
hotel. The performance of the employees has become poor. The hotel has seen fewer tourists due
to poor service quality. The millennial has not responded to the management of Joan Pearson.
The creative input in the hotel has become poor.
There are other leaders and manager in this hotel, who have accomplished their objectives
successfully. The examples of such successful leadership and management are provided here.
James is a 30-years-old employee of this organisation. James is a successful team leader in
Hilton hotel. The person has guided the employees and developed the working quality of the
organisation. The person follows the democratic leadership style. According to the democratic
leadership style the leader has involved employees in the decision-making process
(Amanchukwu et al., 2015). The leader has guided the employees and solved their problems by
communicating with them. The person is enthusiastic and has a vision that is beneficial for
bringing innovation in the working procedure of the organisation. Employee satisfaction has
been acquired with the help of the leader. James is responsible for directing the team of the
customer service unit. They have developed the infrastructure of the service. The salary of James
is 20,000 pound.
Characteristics trait of James The person is emotionally stable and has the ability of a remaining patient in hard times
 James is psychologically mature and he has the ability to guide employees in a
challenging situation
 The leader is highly energetic and charismatic that has been beneficial for promoting
positive energy in the workplace
 The leader has developed the team orientation that fosters unity in the organisation
Functions
James has a creative vision, which has changed the service infrastructure of the organisation. The
leader has developed strategies for improving the customer experience of this hotel and
implemented it into the working plan. The person has performed the planning, organising duty
properly, which has been beneficial for the hotel.
Adams is the manager of the customer service team and he is responsible for managing the
activities of the employees of the team and leader. Adams is forty years old manager. The person
keeps the account of the progress of works and presents the data to the top management of this
organisation. Adams has helped the employees to maximise the performance level by starting the
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rewards and incentives. This has helped the employees to grow. The overall service quality of
the company is developed by this process. Adams uses the democratic management style to
manage the employees. The manager involves some employees and the leader while making a
decision on selecting any strategy or business model. This has boosted the morale of employees.
Characteristics trait of Adams
 Adams has the experience of management in this field that is beneficial for developing a
management style
 The manager has communication and interpersonal skill that is beneficial for directing the
employees
 Adams is organised in his position that has provided him with a great chance to manage
the leader and employees
 The manager has time management skill and ensures that the work is being completed on
time
 Adams has the ability to delegate the projects
 Adams is highly confident
 The manager respects the employees of the team that has helped to accomplish the
employee's satisfaction
Functions
The manager has planned, organised the employees in a fruitful way. The manager has aligned
the organisational goal with the personal goals of the employees to acquire high performance.
The leaders have reported the performances of employees to the manager and the manager have
provided the employees with rewards and incentives.
The position of manager and leader
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Figure 1: Position of manager and leader
(Source: created by the learner)
Joan Pearson is a former army major. She has used the autocratic leadership style for
maintaining confidentiality. According to the reports, the military leadership can be classified
into two parts, which includes the autocratic leadership and democratic leadership (Glenn,
2019). The officers of higher rank use the autocratic leadership style, as they are accountable for
their own action. Joan has followed the autocratic leadership style for many years so that she has
followed that leadership style in the organisation. This leadership style has not been fruitful, as
the employees of the team have been demoralised by this process. According to the reports of the
human resource management department, the person has also developed.
For example, Joan used to have the responsibility of managing squads, which include 9-10
military armies. She has faced problem while managing the employees of an entirely mobile unit.
The mobile unit includes the transportation section. There are several types of employees in this
section including travel guide, drivers, cook, and others. Motivation and rewards are the reason
for their development. Joan has not been able to manage the unit in such ways. The military
employees have never questioned her decisions as the military employees were only concerned
about performing their duties without expecting rewards and incentives. Joan has not been able
to understand the operation management process of such organisations.
Strength
Joan has a charismatic leadership approach that has been beneficial for inspiring people. The
leader has used the autocratic leadership style, which is beneficial for releasing the work pressure
and responsibilities of the employees who are not interested.
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Weakness
The autocratic leadership style has resisted Joan to form an emotional relationship with the
employees. The employees have felt undervalued that has reduced the productivity of the
organisation.
P3 Apply different theories and models of approach, including situational leadership,
systems leadership, and contingency
Situational Leadership: The situational leadership style is important for developing strategies
based on the current situation. The leader of an organisation needs to manage his leadership style
in a way that it can easily fit the growth level of the employees (Thompson and Glasø, 2015).
This leadership style can be followed by performing the directing, coaching, Participating and
supporting. The coaching process will be helpful for the development of the employees. This
leadership style is a top-down approach. The leader supports the work of the employees as per
this leadership style.
Systems leadership: This leadership style allows the leaders to ensure the cooperative and
coordinating working climate in the workplace (Hu et al., 2015). This process can increase the
productivity of an organisation. The effective system can be designed with the help of this
leadership style.
Contingency leadership: According to this leadership theory, the leaders need to to to develop
strategies based on the situation that they are facing (Jansen et al., 2016). The contingent leaders
are able to match their leadership style with the situation in this process. This leadership style
helps to build the leader and member relationship. The tasks become transparent to the
employees so that the employees can be able to perform better. The positioning power also
enables the leader to reward the employees for boosting employee morale.
The contingency leadership style should be beneficial for the company. Customer service is the
main product of the hotel and the employees need to be well managed for enhancing the service
quality. The contingency leadership style will allow the managers to make decisions based on the
situation (Antonakis and Day, 2017). The leaders will be able to plan and organise the strategies
for coping up with the sudden demand increase. This leadership will also be beneficial for
making quick decisions on challenging situations. The employees are the backbone of this
organisation as they provide services to the customers. This leadership style will be beneficial for
boosting employee morale and develop the service quality of the employees. This leadership
style allows rewards and incentives. Thus, employee satisfaction will be generated with the help
of rewards and incentives.
Conclusion
This is observed from this discussion that the roles and functions of the leaders and managers are
different partially. The study includes a discussion on the leadership and management style of
two successful leaders and manager. Hence, a leadership style is recommended for obtaining
better results
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Task 3
Introduction
This section includes the information on different approaches to operation management followed
by the roles of leaders and managers. This section aims to provide guidance on developing the
service quality of the organisation. The importance of operation management on achieving
business aim is discussed. Hence, the factors that affect the operation management are also listed
out.
P4 Explain the key approaches to operations management and the role that leaders and
managers play.
The mobile unit of the hotel use the three main inventories to control their operation
management approaches. The inventory control strategies include the Just in time, Just in case
and total quality management technology.
JIT: The just in time inventory helps the organisation to reduce the extra expenditures by
managing the wastages (De Stefano, 2015). The organisation provides then customers with the
services of transportation so that they need plenty of resources such as food and labours. This
process helps to save order-limited resources that are beneficial for reducing wastages.
Role of leaders: The leaders plan the employee requirement and strategies for developing the
working systems for the labors (Wild, 2017).
Role of managers: The managers keep account of the total working procedure. The leaders
provide the report to the managers and the managers present it to the top management.
JIC: Just-in-Case process helps to handle the sudden increase in demand. The company sources
products in peak seasons so that they can address the needs of the customers. The mobile unit
stocks enough resources in this process (Vrat, 2017).
Role of leaders: The leaders provide guidance to the freshly recruited staffs so that they can be
able to understand their duties and serve the customers. The leaders motivate such employees
and help to enable their self-proactive skills.
Role of managers: The managers are responsible for providing the new employees with the
rewards and incentives so that the performance level of employees can be increased (Fusco et al.,
2016).
TQM: Total quality management process is beneficial for managing the service quality of the
organisation. The hotel room services and food services are developed with the help of this
process (Sattler et al., 2016). This inventory process is beneficial for enhancing customer
experience and achieving popularity internationally. According to the report, most of the
customers are a foreigner so that the organisation needs to develop the services.
Role of leaders: the leaders conduct a training session for the employees, which is beneficial for
enriching the skills for employees. The leaders also select specific strategies and implement the
strategies into the working procedure to develop services.
Role of managers: the managers help the managers to avail funding for the training session. The
managers also set aims and objectives for developing the services.
P5 Explain the importance and value of operations management in achieving business
objectives.
The aim and objective of this organisation are to provide the customers with a high-quality
service that will be beneficial for developing their travel experience. The total quality
management helps to develop the services. The organisation has been able to achieve an
international reputation by implementing this process in its inventory management process. This
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process has increased the productivity of the organisation. The organisation has developed the
accommodation and travel services. The online booking process is also modified so that the
customers can easily avail these facilities (O’Neill et al., 2016).
The just in time process has been beneficial for reducing wastages and cutting off the extra
budgets. The organisation has been able to serve their customers at lower prices so that the
customer base of the company has been increased.
The just-in-case inventory helps to manage the sudden demands of the customers. The
organisation generates higher revenue with the help of this process.
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P6 Assess the factors within the business environment that impact operational management
and decision-making by leaders and managers.
List of factors
Legal change: the legislation of the country affects the decision-making process of the leaders
and managers. There are several customer protection laws including the defamation tourism, fire
safety laws, safety and security laws (Watson et al., 2017). The leaders and managers need to
make a decision on the installation of more fire hydrants and other safety tools. According to the
data protection act, the leaders and managers need to keep the information of guests secret so
that they need to make a decision on distributing duties on reliable employees. In this way, the
decision-making process of the company is influenced.
Environmental factors: the tourism service is highly dependent on the environment. The
environmental beauty is the reason for driving customer base (Bengtsson-Palme et al., 2017).
The hotel is located at a historic site, which attracts a large number of tourists. The heritage and
historic places are losing their beauty due to environmental pollution. This poses a threat to the
tourism industry. The leaders and managers had made decisions on reducing environmental
pollution by reconstructing such sites. They have also made the decision that the activities of the
tourists and employees will be monitored regularly.
Competitors: There are several big hotels in London such as the Churchill hotel, Brown’s
hotel, and others. The service and efficiency of this hotel are being developed day by day. These
hotels are providing good quality services at a reasonable price. This is causing customer switch
so that the leaders and managers need to make decisions on developing new strategies that are
beneficial for regaining the customer base and lead the market (Fletcher et al., 2017).
Conclusion
the section concludes that the macro environmental factors affect the decision-making process of
the tourism company. The operation management approaches are discussed in this section.
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Conclusion
This can be observed from this study that the operation management process is beneficial for
developing the services of an organisation. The functions of leaders and managers are listed out
for better understanding. The operation management approaches are discussed here followed by
the factors of the business environment that influence the decision-making process of leaders and
managers. The leadership style of Joan Pearson is analysed for guiding the company. Therefore,
it can be said that the democratic leadership style is beneficial for enhancing the morale of
employees. Two successful leadership and management example is provided in this study to
guide the management of this organisation.
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