Developing Manager: A Comparative Study of Hilton and Marriott

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THE DEVELOPING MANAGER
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Contents
LIST OF FIGURES.......................................................................................................................3
INTRODUCTION........................................................................................................................4
LO1........................................................................................................................................... 5
1.1 COMPARE DIFFERENT MANAGEMENT STYLES OF HILTON WORLDWIDE AND
MARRIOTT INTERNATIONAL.................................................................................................5
1.2 DISCUSS LEADERSHIP CHARACTERISTICS........................................................................7
1.3 EVALUATION OF THE COMMUNICATION PROCESS........................................................8
1.4 ANALYZE ORGANIZATIONAL CHANGE AND CULTURE...................................................10
LO2......................................................................................................................................... 12
2.1 ASSESS OWN MANAGEMENT SKILLS PERFORMANCE..................................................12
2.2 SWOT ANALYSIS............................................................................................................14
2.3 SET AND PRIORITIZE TARGETS AND OBJECTIVES TO DEVELOP OWN POTENTIAL.........15
LO3......................................................................................................................................... 16
3.1 LEAD AND MOTIVATE TEAM MEMBERS TO ACHIEVE DESIRED OBJECTIVES.................16
3.2 JUSTIFY MANAGERIAL DECISIONS MADE FOR THE ACHIEVEMENT OF GOALS AND
PROVIDE RECOMMENDATIONS FOR IMPROVEMENT........................................................18
LO4......................................................................................................................................... 20
HOW OWN MANAGERIAL AND PERSONAL SKILLS WILL SUPPORT CAREER DEVELOPMENT
........................................................................................................................................... 20
4.2 REVIEW NEEDS OF CAREER AND PERSONAL DEVELOPMENT, CURRENT PERFORMANCE
AND FUTURE NEEDS FOR PRODUCING DEVELOPMENT PLAN............................................21
CONCLUSION.......................................................................................................................... 24
REFERENCES........................................................................................................................... 25
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LIST OF FIGURES
Figure 1: DIFFERENT STYLES OF MANAGEMENT......................................................................5
Figure 2: COMMUNICATION PROCESS.....................................................................................8
Figure 3: HANDY'S MODEL OF ORGANIZATIONAL CULTURE..................................................10
Figure 4: MASLOW'S HIERARCHY OF NEEDS...........................................................................17
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INTRODUCTION
Management and leadership play an important role in the development of the business and
the achievement of the desired objectives. The following report will initially compare the
management styles of two different organizations while discussing the characteristics of a
leader (Bratton and Gold, 2017). The process of communication and the analysis of the
organizational culture would be explained in the report. As an Assistant Duty Manager at
Clayton Crown Hotel, London, I would assess my own performance with the help of SWOT
analysis and would set targets that help me develop my potential. I would use my
managerial and leadership skills effectively to achieve the agreed goals and also recommend
some improvements. The later part of the report is focused on preparing a development
plan that helps in improving my skills and abilities and developing my career.
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LO1
Management can be defined as the planning, organizing, directing and controlling the
activities of the business with the help of the employees in order to achieve the goals of the
organizations effectively and efficiently. The managers assign the duties and responsibilities
to the employees and motivate them to accomplish the tasks and attain the desired goals
(Bratton and Gold, 2017).
1.1 COMPARE DIFFERENT MANAGEMENT STYLES OF HILTON WORLDWIDE
AND MARRIOTT INTERNATIONAL
The travel and tourism organisations in the UK offer excellent services to the customers by
applying effective styles of management in the business. The management of the Hilton
Worldwide and The Marriott International develop products and services to fulfil the needs
of the markets and provide adequate training to the staff that helps in increasing their
satisfaction and meeting the objectives (Anderson and Sun, 2017). The different styles of
management used by both organizations can be compared as follows:
Figure 1: DIFFERENT STYLES OF MANAGEMENT
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(Source: Anderson and Sun, 2017)
The Hilton Worldwide is a multinational hospitality company that comprises of 5,757
properties in 113 countries. The manager at the Hilton Worldwide applies different styles of
management depending on the nature and the demand of the situation. The democratic
style of management is used in which all the team members are encouraged to participate
in the discussions and meetings by giving their ideas and opinions to take effective decisions
at the workplace (Della Corte, 2016). This helps in boosting the motivation and loyalty of the
employees. The managers also apply Laissez-faire management approach as the managers
are capable of making effective decisions on their own and formulating the policies of the
organization. The managers at Hilton Worldwide apply transformational leadership at the
workplace to build strong relations with the team members and motivate them to cope up
with the changes in the environment such as technological advancements, etc. that helps in
achieving success in the organization (Della Corte, 2016).
Marriott International is an American multinational company offering hospitality services in
131 countries worldwide have 7,003 properties. The organization follows a democratic style
of management for the employees as they consider employees as their most valuable assets
and treat them fairly and with respect (Ross, 2018). The managers also apply consultative
management approach by asking for suggestions and opinions of the employees who will be
affected by the change before taking any decision or formulating plans or policies within the
organization. Sometimes, the autocratic style of management is also used when there is an
excessive workload and asking for the opinions of the employees may lead to delay in the
processes. Therefore, different styles of management used in the organization help in
increasing the motivation and retention of the employees that result in improved
productivity of the organization (Ross, 2018).
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1.2 DISCUSS LEADERSHIP CHARACTERISTICS
Leadership can be explained as the process of motivating, encouraging, supporting and
directing the employees in the right direction that helps them in accomplishing their tasks
timely and effectively and attaining the desired goals of the organization. The leader must
possess certain qualities such as loyalty, integrity, confidence, influencing power, etc. to be
a good leader (Konar and Hussain, 2018). The characteristics of leaders in the following two
organizations can be explained as follows:
Hilton Worldwide: Conrad Hilton uses transformational leadership in the business and
possesses good qualities of leadership such as risk-taking, determinations, caring, ambitious,
dedication, persistence and visionary attitude that helps in achieving the goals of the
organization efficiently and gaining success (Konar and Hussain, 2018). The leader motivates
and encourages employees to work productively and give their ideas into a business that led
to many new and innovative ideas in the business and provide better results and enhanced
motivation and loyalty of the employees at the workplace. The leaders at The Hilton
Worldwide are people-oriented and aim at providing the best services to the staff and the
customers to increase their satisfaction (Konar and Hussain, 2018).
Marriott International: Bill Marriott is a democratic leader and engages in constant
interaction with the employees to ask for their suggestions and opinions and make them
participate in the decision-making of the organization. Marriott is a visionary leader who
enables the growth of the organization and tries to maximise the satisfaction of the
workforce and the customers by taking care of the interests and needs (Matthews, 2016).
Marriott possesses great leadership qualities that include passion, result-oriented, integrity,
innovative, risk-taker, etc. and believe that the people of the organization must be kept at
priority and should be rewarded for their good performance in increasing their motivation
and change should be managed effectively in the business so as to attain the goals of the
organization and serve the world productively (Matthews, 2016).
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1.3 EVALUATION OF THE COMMUNICATION PROCESS
Communication plays a vital role in every organization that helps in carrying out the
activities of the organization with coordinated efforts and cooperation among different
departments and managers of the organization. With the help of communication, a message
can be sent from the sender to the receiver verbally or non-verbally as per the need
(Barnlund, 2017).
PROCESS OF COMMUNICATION:
The process of communication comprises of various elements that help in transferring the
message from the sender to the ultimate receiver being message understood by the
receiver with the help of encoding, decoding and media (Barnlund, 2017). The step in the
communication process can be explained with the help of the following diagram:
Figure 2: COMMUNICATION PROCESS
(Source: Barnlund, 2017)
COMMUNICATION PROCESS OF HILTON WORLDWIDE
The verbal communication process followed at Hilton Worldwide is as follows:
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Sender: The managers and the subordinates of the organization acts as a sender to transfer
the information such as objectives, policies and activities of the organization to the
employees and lower-level workers (Borza, 2018).
Channel: The channels of communication at the Hilton Worldwide include telephones, SMS,
emails, conferences, presentations, etc. through which the information can be sent cost-
effectively to the receiver and be better understood by them.
Receiver: The receiver of the organization that include the employees that receive the
message and provide feedback to the sender to acknowledge them that the message is
understood by them clearly (Borza, 2018).
Thus, the formal information flow within the Hilton Worldwide can be both, upward that is
from the employees to the managers for communicating the ideas, opinions, problems and
conflicts or downward communication flows from the managers to the subordinates for
delegating the duties and responsibilities and providing information related to the
achievement of the objectives of the organization. The informal form of communication
undertakes among the people sharing common interests that can be seen at the time of
lunch or tea breaks (Borza, 2018).
COMMUNICATION AT THE MARRIOTT INTERNATIONAL:
The process of communication of the company flows formally in the form of verbal
communication that includes both oral and written communication from the sender to the
receiver via various mediums such as presentation, e-mails, meeting, written letters,
reports, messages, video conference, and etc. for sharing important information that helps
in attaining better understanding of the work and processes and increasing the efficiency of
the organization and achieving the desired goals (Borza, 2018).
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1.4 ANALYZE ORGANIZATIONAL CHANGE AND CULTURE
The culture of an organization can be determined as the attitude, values and beliefs that
help in creating a friendly and positive working environment within an organization and
affect the operations of the business and the workforce and also help them in achieving
satisfaction from the job (Intezari and McKenna, 2018).
HANDY’S MODEL OF ORGANIZATIONAL CULTURE:
According to Charles Handy, there are mainly four types of organizational cultures divided
on the basis of their nature of work that can be understood with the help of the following
diagram. Hilton and Marriott use different organizational culture that best suit the
functioning of the organisation and help in achieving targets (Intezari and McKenna, 2018).
Figure 3: HANDY'S MODEL OF ORGANIZATIONAL CULTURE
(Source: Intezari and McKenna, 2018)
Organization of the Hilton Worldwide: The values prevailing at the Hilton hotels include
hospitality, ownership, leadership, integrity and teamwork. The organization employs
355,000 people and recruits the best talent for the organization who work in alignment with
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the values stated by the organization. The organization aims at providing the best working
conditions to its employees so as to ensure good quality of production and increased
motivation of the employees that result in enhanced productivity of the workforce. The
organization follows the role culture in which the rules are set by the top-level management
and everyone follows the rules to improve the efficiency of the organization (Intezari and
McKenna, 2018).
The change is undertaken in the company by asking for feedback and conducting surveys
and market research to cope up with the technological advancements so as to improve the
existing work procedures (Elsmore, 2017).
Organization culture of the Marriott International: The organization follows the task
culture in which the duties and responsibilities are delegated to the staff and they are
motivated to accomplish the targets within the predetermined time period to achieve
success and raise the profitability of the company.
The company focuses on embracing change within the organization to achieve excellence by
adjusting efficiently in the dynamic environment and increase the growth and development
of the business (Elsmore, 2017).
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