Developing Manager Report: Management Skills and Development at Hilton

This report examines the application of various management styles within the Hilton Hotel, including authoritative, participative, free-rein, and affiliative approaches, and their impact on employee motivation and organizational culture. It explores the leadership characteristics necessary for effective management, such as Laissez-Faire, autocratic, participative, and transactional styles, along with the implementation of motivational theories like Maslow's and Alderfer's. The report evaluates communication processes, including verbal, written, and non-verbal methods, and analyzes the impact of organizational culture and change, considering both internal and external factors. Furthermore, it assesses the author's own management skills through a self-assessment and SWOT analysis, and outlines priorities for personal and career development, including the creation of a personal development plan to enhance leadership capabilities and address identified weaknesses. The report emphasizes the importance of communication, problem-solving, and decision-making skills for effective management in a hospitality setting.

The Developing Manager

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Types of management styles that Hilton Hotel applies.........................................................3
1.2 Leadership characteristic required in Hilton Hotel..............................................................4
1.3 Evaluate communication processes in selected businesses...................................................5
1.4 Analysis of organisational culture and change in selected businesses..................................6
TASK 2............................................................................................................................................7
2.1 Assessment of own management skill performance ............................................................7
2.2 SWOT Analysis....................................................................................................................1
2.3 Priorities of objectives and targets to develop own potential...............................................2
3.1 Leading and motivating team to achieve organisational goals.............................................3
3.2 Justifying managerial decisions in an organisation...............................................................4
TASK 3............................................................................................................................................4
4.1 Assessing support of managerial and personal skill in career developments.......................4
4.2 Career and personal development needs,current performance to produce a personal
development plan........................................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
In this competitive world, it is very difficult to retain employees in an organisation. So,
now management is opting more and more skilled managers so that they can ensure success ion
the long run. Managers play a very important role in maintaining talent and organising people
working in a company (Malhotra, 2011). They also motivate employees so that their productivity
gets increased and they give good results to company. So, when the manager will handle so
many responsibilities then they will have to take care of themselves also as they need to be
updated with latest skills and knowledge so that they can implement in it in their company. The
organisation which will be referred here is Hilton Hotel. It is an American multinational
hospitality company that is running a broad portfolio of hotels and resorts. It is headquartered in
Virginia. This report will discuss about various management styles that are used in Hilton and its
leadership characteristics also. Along with this, career management and personal development of
managers and employees is also included.
TASK 1
1.1 Types of management styles that Hilton Hotel applies
There are various types of organisations that are running in society and each of them have
a manager who has the responsibility to manage and control the employees of the company.
They apply various management styles so that effective environment is maintained in company.
The managers select the style of management as per the culture and structure that is prevailing in
company. Successful management styles involves developing and motivating others, team
building etc. There are various management theories also that support the advantages of
management styles like participative management, Theory X v/s Theory Y, TQM etc.
The various types of management styles that will be implemented by Hilton Hotel are-
 Authoritative management style – In this type of management style , the managers and
leaders are having full authority to take decisions for the company and they need not take
nay suggestions from the subordinates (Müller and Turner, 2010). It develops a
demotivating environment inside the company as employees feel less confident and
involved. So, Hilton being such a big hotel has to keep its employees moti9vated because
then only they will be able to keep the customers happy.
 Participative management style – In this management style, managers and leader involves
the whole staff while taking decisions. They even take feedbacks from the employees
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who are witnessing the decisions. It develops a joyful environment in company as the
employees feel happy (National Research Council, 2013).
 Free-rein management style – In this, company hires managers and leaders but they are
not given any responsibilities. The staff members have to take decisions on their own and
manage their work as well. For an organisation like Hilton hotel , it is not an appropriate
management style.
 Affiliative management style – It is considered as an effective management style as here
the managers do communication with their employees on daily basis and thus they listen
to their problems and suggestions as well.
1.2 Leadership characteristic required in Hilton Hotel
Leadership is considered as one of the important factor that needs to be present in every
organisation because through this only the managers will be able to induce their subordinates to
make work with more dedication and determination. If a leader wants to be effective then they
need to have the implement a good leadership style in their organisation. These are as follows :-
 Laissez- Faire – In this style , the managers/Leaders does not have direct attention on
employees and doesn't give regular feedback to them as well. But in this, the employees
are experienced and require less supervision.
 Autocratic – In this, the leaders take all decisions alone and does not involve anyone
else. Here, mangers are having full authority on employees and they imply it also.
 Participative – It is also called as democratic leadership style and in this leaders involves
employees in all the functioning of company and boost their morale also by taking
suggestions from them and involving them in decision making as well (Oliva and Gordon
II, 2012).
 Transactional – In this style, leaders give certain tasks which they give to their
subordinates and then these team members are judged on the type of work they perform
in company.
The various theories of motivation that must be implemented by leaders in Hilton Hotel
are :-
 Maslow's need theory – Through this theory, the leaders can understand the needs of
team members very well and then fulfil it by providing them what they want.
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 Alderfer's ERG theory – Through this theory, the leaders try to inculcate motivating as
well as hygiene factors inside the employees. It is also an important characteristic that
needs to be present in leaders (Papke-Shields, Beise and Quan, 2010).
The various factors that affect motivation at work are:-
 Relationship between co-workers
 Managing conflict
 workplace culture
1.3 Evaluate communication processes in selected businesses
Proper and two way organizational communication is must for better outcomes. There
communication process of Hilton hotels are as below:-
Verbal Communication: Manager of company always get in touch with his team whether they are
doing good or not.
Written Communication: This is way of establishing connection between top management and
middle level management to discuss actions of selected strategy.
Non-Verbal : It is basically use for short conversation which is shown by signs.
Linear Communication: when same level employees of selected company have any conversation
with each other. For e.g. when chefs of hotel discuss some recipe and managers consulting
about business actions.
Lateral Communication: This is also called as horizontal communication between functional
level of studied business firm. When a marketing department sends messages to financial
department to take any suggestions of ideas.
Formal Communication: It is top to bottom connection like orders flow from up to down and
ideas and information flows lower level to upper level of managerial grid. In chosen
business identity also follows infos and decisions formally (Schleicher, 2012).
Informal Communication: It is popular as grapevine communication. It is other then formal
communication no proper way of establishment of contacting each other. In organizations
like Hilton hotels it is not very often.
Barriers of Effective Communications
 Jargon: complicated and technical terms do not use more commonly.
 Differences in perception and personal point of views.
 When employees are not aware about unfamiliar accent and languages.
5

 When cultural differences arises it affects communication (Swayne, Duncan and Ginter,
2012).
1.4 Analysis of organisational culture and change in selected businesses
Organisational Culture could be analysed by studying macro and micro points which
affects culture and this leads organizational change within company and it brings change in
work pattern of individuals.
Factors affecting Organisational Culture are as beneath:
1. Internal Factors are as follows:
 Culture Depends upon actions of top management that what is employees suppose to do
and what will be the way of doing that.
 Human Resource Practices: Main practices done by HR which leaves impact on culture
are provision of training and development, monitoring of employees like performance
evaluation criteria etc.
 Socialization: It does not matter how much efficient person is selected and recruited his
performance depends upon organisational culture because they are not fully indoctrinated
about company culture.
2. External Factors are stated below:
 Context of Community: Means how is organization to be perceived by outsiders and
employees are also come from that community that also affect culture that leads changes
in inner environment of company. For e.g. culture of restaurants depends what are likings
of its customers.
 Government Rules and Regulations: For e.g. laws regarding employees welfare, how
business house treats its members and customers relation also effect company culture and
decides changes in environment (Watson, 2013). When corporate house goes other
country to work than it has to accept their rules and regulations.
 National Culture: When corporate culture differs from country's culture it happens when
corporations goes globally then it has to adopt that country's environment that will lead
changes in corporation. For selected corporation national culture affects like till now it is
offering only but in other countries it has to sale veg only, non veg only and both also
with purely different method.
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TASK 2
2.1 Assessment of own management skill performance
If the manager wants to become effective then they will have to inculcate various skills
into them so that they can manage the whole company very well. These managerial skills are
very important to be developed inside the manager as they need to motivate the employees and
increase the productivity of company as well. The various skills that are required to be present in
managers of Hilton Hotel are :-
 Communication skills – It is very important for the managers to have good
communication skills because in a Hotel line, if the organisation wants to attract more
people then they need to be warm and welcoming while doing communication
(Armstrong and Taylor, 2014).
 Leadership skills – The managers must also possess this skill so as to lead the company
in an effective manner. It will help in increasing the productivity of company and work
performance of employees as well.
 Problem solving skills – It is one of the most important skill that needs to be present in a
manager or a leader. In order to understand the problems of employees. They need to do
effective communication with them so that they can understand their issues and solve
them later on.
 Decision- making skills – The managers should always be efficient in decision-making
as they are given the responsibilities to take important decisions for the company .
Skills Very
Rare (1)
Rare
(2)
Sometimes
(3)
Often
(4)
Always (5)
Problem solving skills ✔
Leadership skills ✔
Communication Skills ✔
Decision-making Skills ✔
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2.2 SWOT Analysis
This kind of tool is highly essential for for determining individual abilities and strength in
order to know the areas where there is scope of enhancements. Below is the SWOT Analysis
described:
STRENGTHS WEAKNESSES
Managers of the Hotel have high experience in
dealing with various kind of situations in
team, so that can lead to promotions in
company.
Ethical abilities are present while serving
customers.
There is presence of effective communication
channel which in turn can lead to healthy
relationship with employees (Armstrong
and Taylor, 2014).
Motivation is highly required tool within
workplace in order to make employees
give high quality performance.
Under Manager of Hotel Hilton, there is huge
team working and it is highly essential to
lead them with calm mind and confidence
so that effective decision-making can be
taken.
There are some of the employees which needs
training sessions due to their low
performance. By this they will be more
professional in nature.
Non-satisfactory employees can lead to arise
conflicts and also can hamper the goodwill
of the company.
OPPORTUNITIES THREATS
 It is required by the managers that they
should have appropriate knowledge of
utilisation of latest technologies so that
effective operations can take place.
 Employees should be involved in
decision-making process and while
adopting new services they should be
made part of it so that feeling if
equality can be shared.
 Opportunities for growing should be
determined which are available in
 Presence of strong competitors is equal
to threat for the Hotel Hilton like
Holiday inn and others.
 Limited knowledge of techniques and
tools can be proved threat for the
company (Beamish, 2013).

market.

2.3 Priorities of objectives and targets to develop own potential
For a manager it is highly important to set priorities in an organisation so that operations
can be conducted in smooth manner and thus aims and objectives can be attained in effectual
manner. While setting up of priorities, manager should seek up for the tasks and activities which
needs to be finished first (Berger and Berger, 2010). There are certain things on which the focus
should be made by the managers of Hotel Hilton and they are described below:
3. For completing up task, there is deadline attached with it and the reason behind is that the
performance level of employees should improve and work can be completed within time.
In this way, productivity and profitability can be enhanced and thus goodwill can be
uplifted.
4. It is highly essential for managers to conduct deep research about the elements in which
they are going to take decisions .
5. This way effective outputs can be observed and confidence level can be boosted. In
addition, services provided to the customers will be much more effective as per the
demands.
Objectives Success criteria
(TARGET
DATE)
Actions Implementation Completed
Yes/No
Leadership Styles
learning
02/03/18 Pickings personal
development
sessions
Applying
learning styles on
my team
YES
Latest Techniques 02/08/18 Coaching from
high skilled coach
Utilising latest
technologies in
company
YES
Increasing
management
abilities
15/01/18 Through studying
books and
evaluating
activities of other
Managing full
team
YES

managers.
3.1 Leading and motivating team to achieve organisational goals
The ways through which the employees interact with each other has direct impact on the
performance of an organisation. If employees are motivated then their best can be seen while
attaining the tasks and objectives and thus it can enhance the productivity of an organisation.
Moreover the rate or return will also be affected. There are various ways through which staff
members can be motivated so that objectives can be achieved and those ways are described
below: Pay your people what they are worth: Employees should be paid as per their performance
and position within the company so that their satisfaction level can be fulfilled. The main
reason behind resignation is that an employee fins out the same job in another company
but with higher pay (Budhwar and Debrah, 2013). This is highly important for an
organisation in order to retain employees for a long period of time. This can even help in
establishing healthy relationship between authority and staff members. Provide them comfortable working environment: Working environment is highly
essential element for an organisation as every company aims for high performance
workers and that can be extracted then only when an effectual and positive vibes
environment can be created for employees in which they work. Offering opportunities for self developing: Providing platform for opportunities to the
staff members so that they can move forward in their career. This can be done when an
individual will enhance effective working which can help company to attain its missions. Setting goals: Tasks and activities should be allocated as per the skills and capabilities of
an employee so that aims and objectives of firm can be achieved in efficient and effective
manner (Cuervo‐Cazurra, 2012).
 Appreciate failures: There are certain situations where employee gives their best but still
they are unable to attain the objectives. In this kind of situation, instead of punishing the
failure, sympathy and encouragement should be given to the employee so that morale
level can be uplifted again and then tasks can be attained effectively.

3.2 Justifying managerial decisions in an organisation
In order to attain entire aims and objectives of firm, it is highly essential for managers to
have listening capabilities. Listening to team and communicating and sharing with them helps
managers to take effective decision and other ideas through which the growth of an organisation
can be attained. For Hotel Hilton's manager it is highly essential for him to motivate the entire
team so that customers can get more effective services which leads to higher satisfaction level
and thus goodwill of the company can be improved (Garmston and Wellman, 2016). Utilisation
of resources is done in optimum manner and that is possible only when tracking has been done
on the performance level of employees. Utilisation of performance management can be done in
order to monitor the performance level of employees on the basis of work done by them, points
earned, delay in project completion, generating leads and many more. Moreover its covers the
aspect of Crisis, Non Crisis and opportunities issues due to which organisational objectives can
be attained.
TASK 3
4.1 Assessing support of managerial and personal skill in career developments
In modern scenario, it is highly essential for an individual to enhance his own personal
and professional skills so that career can be uplifted (Jolliffe, Ritter and Stevens, 2012). The
personal qualities of managers shows that the ways through which the whole organisation is
being managed. Some of the qualities are described below:
 Attitude
 Demeanour
 Seriousness
 Dedication and many more.
Some of the professional skills are described below:
 Communication Skills
 Learning skills
 Leadership Skills
There are certain skills which are required by managers of Hotel Hilton and if they have those,
then there will be certain outcomes and they are described below: