Developing Manager Report: Hospitality Industry Case Studies

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THE DEVELOPING MANAGER

TABLE OF CONTENTS
Introduction......................................................................................................................................1
Task 1...............................................................................................................................................2
1.1 Compare the different management styles............................................................................2
1.2 Discuss leadership characteristics..........................................................................................3
1.3 Evaluate communication processes in selected businesses...................................................4
1.4 Analyses organizational culture and change in selected businesses......................................5
Task 2...............................................................................................................................................6
2.1 Assess own management skills performance........................................................................6
2.2 Analyse personal strengths, weaknesses, opportunities and threats......................................7
2.3 Set and prioritize objectives and targets to develop own potential.......................................9
Task 3.............................................................................................................................................11
3.1 Lead and motivate a team to achieve an agreed goal or objective......................................11
3.2 Justify managerial decisions made to support achievement of agreed goal or objective and
recommendations for improvements.........................................................................................12
Task 4.............................................................................................................................................13
4.1 Explain how own managerial and personal skills will support the career development.....13
4.2 Review career and personal development needs, future needs and current performance for
producing development plan......................................................................................................14
Conclusion.....................................................................................................................................15
References......................................................................................................................................16

LIST OF TABLES
Table 1: SMART objectives............................................................................................................9
Table 2: Development plan............................................................................................................14

Introduction
The current report or unit is discussing with the aim of developing understanding of personal
development and career development in the management filed. Different management theories or
styles and leadership characteristics will be discussed by taking the examples of hospitality
businesses such as IHG and Hilton hotel and hence that is helping in making career in the
management. The report will also discuss and review the own potential as a prospective manager
by assessing own managerial skills and analyzing the strengths, weaknesses, opportunities and
threats to skills. The managerial skills and ability will also be represent in the hospitality industry
and will be discussed how the personal and managerial skills support in the career development.
In last, an appropriate development plan will be formulated for developing own managerial and
personal skills for ensuring the career development in the hospitality industry.
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Task 1
1.1 Compare the different management styles
There are different types of management styles that can be adopted by the managers in the
hospitality organizations like Hilton hotel and IHG (InterContinental Hotel Group). It is essential
for the management in the hospitality organizations to effectively manage, coordinate and
control the employees and their activities for delivering quality services to guests or customers
and gaining the competitive advantages. There are given below the comparison of the
management styles between the Hilton hotel and IHG:
Hilton hotel
Hilton hotel is the leading hospitality organization that delivers quality hospitality services to its
guests. The management in the Hotel follow the autocratic management styles in which the
managers take major decisions unilaterally without much involvement of subordinates or
employees. This is a most appropriate management style that enables the managers in the hotel to
make decisions in fast and efficient manners as the managers need not to take concern from any
person while taking decisions (Foster, 2014). Also, this style also enables the managers in the
hotel to take fast decisions in the case of emergency or limited time.
IHG (InterContinental Hotel Group)
IHG is also popular for its quality hospitality services or customer service that is ensuring its
sustainable growth. The management in the IHG follow the Laissez-faire management style in
which managers act as the guide and allow employees to take major decisions (Skogstad et.al,
2015). The management in the hotel encourages subordinates or employees to take risk and take
effective decisions and also provide guidance to employees when needed.
2

1.2 Discuss leadership characteristics
The leadership also plays crucial roles in guiding, handling, encouraging and enabling
subordinates or employees to perform well for achieving the desired goals of the organization.
Leaders in the IHG and Hilton hotel use different types of leadership styles such autocratic and
democratic for making appropriate decisions, leading and influencing employees to accomplish
the organizational goals. In the IHG, the leaders use democratic leadership styles in which they
encourage and allow subordinates of employees in the decision-making. Leaders give equal
opportunities to employees or subordinates to share their innovative or creative ideas and
opinions in enhancing and improving the guest service and gaining the competitive advantages
(Yang, 2015). The communication flows from both side leaders and employees and numbers of
opinions and ideas share between but the final decision is taken on the basis of majority of
opinions. The main characteristic of the democratic leadership is that it provides numbers of
innovative ideas to leaders from employees for achieving the business desired objectives.
On the other hand, leaders in the Hilton hotel use autocratic leadership style that enables them to
take majority of decisions without any input of the employees or subordinates. The main
characteristic of the autocratic leadership is that it enables the leaders to take decisions in fast
and efficient manners when there is limited time to deliver to positive outcomes (Akor, 2014).
This leadership also enables the leaders to unilaterally take effective decisions without getting
concern of their subordinates or employees. This style encourages the less involvement of the
employees in the decision-making and hence may create the problem of high employee turnover.
3

1.3 Evaluate communication processes in selected businesses
The hospitality business organizations such as Hilton hotel and IHG need to have effective and
appropriate communication process and systems for meeting demand and desires of guest on-
time. The management and employees must need to communicate with each other by using
appropriate communication medium so that quality service can be delivered to the guests. The
communication between the management and employees flow through specific process that
involves stages such as sender, message, channel, receiver and feedback, and noise (Nichols
et.al, 2015). For example, manager is a sender who send message to employees about serving the
customers or guest in their hotel in efficient manner. Manager can use an appropriate channel or
medium such as telephonic, emails, etc. to communicate the message with employees. After
receiving the message from the manager, employees can share their feedback or conformation
that they have received the message and will perform their work accordingly to deliver quality
services to guests. But managers and employees may face communication barriers due to noise,
technical problem and language problem.
Also, there are different types of communication such as formal, informal, verbal and non-verbal
that can be take place between the managers and employees. In the formal communication,
managers as well as employees need to follow the communication chain for sharing their
message. For example, employees can only communicate their performance status to their
immediate superiors and then superior needs to communicate with the manager. While, in the
informal communication, communication can flow from any side as managers and employees
need not to follow the formal chain. Also managers and employees can conduct both verbal and
non-verbal communication by using words and sounds, or by using postures and gestures (Zulch,
2014).
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1.4 Analyses organizational culture and change in selected businesses
Organizational culture can be defined as the underlying values, assumptions and belief that
majorly contribute towards the unique psychological and social environment in the business. As
per Handy’s cultural typology, there are different types of cultures that can be exist in the
business organizations such as roles culture, power culture, person culture and task culture.
Person culture: As per this culture, employees or personnel are treated as the valuable asset of
the organization that contributes their knowledge and efforts in achieving the organizational
goals. People develop their teams and perform their roles and responsibilities for attaining
organizational as well personal goals.
Power culture: Power of the people can be identified on the basis of their position in the
organization. In the business organizations, power is only in the hands of few people and they
take major decisions.
Role culture: Roles in the people is distributed and delegated on the basis of their position and
organizational structure. Hierarchical structure is followed and a personnel power is depends
upon their position and only little scope there for expert power (do Carmo Silva and Gomes,
2015).
Task culture: As per this culture, teams are developed and appointed for resolving the particular
problem and accomplishing the task. There is no single power source and team develops their
own objectives for accomplishing the organizational goals.
Changes required
The hospitality organization such as Hilton hotel can adopt the task culture in the workplace
where individual teams can be developed for performing the particular task and delivering
quality services to guests. The decision-taking power can be shifted from one team members to
another on the basis of situation or status of the task. Also the management in the business can
allow teams to develop their own objectives of achieving the organizational objectives (do
Carmo Silva and Gomes, 2015).
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Task 2
2.1 Assess own management skills performance
As an assistant manager in the Clayton Crown Hotel, London, I must possess numbers of
sufficient management skills that can be helpful for me to perform my roles and responsibilities
efficiently. My own management knowledge and skills will help me to perform my roles and
responsibilities and ensure career growth sustainable development of the hospitality business.
Following are given below my own management skills performance as assistant manager:
Communication skills: As an assistant manager, it is essential for me to have effective oral as
well as written communication skills for building healthy relationships with employees as well as
guests. This skill will also be helpful in communicating effectively with senior managers
regarding the employee’s problems and guest service.
Leadership skills: As an assistant manager, it is essential to possess the good leadership skills for
influencing and enabling employees in the hotel to perform their assigned task more efficiently
and effectively (Stansbie et.al, 2016).
Problem solving skills: There may various problems arise in the hotel related to the employees
and their activities so it is essential to have effective problem solving skills as an assistant
manager to provide appropriate solutions and resolve the problems.
Creative skills: As an assistant manager, I must be creative enough to enhance and improve the
employees’ performance and hence guests service. Creativity skills will also help in bringing
changes in the activities of the hotel as per changes in the business environment to improve
business performance (Stansbie et.al, 2016).
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2.2 Analyse personal strengths, weaknesses, opportunities and threats
As an assistant manager, it is essential to analyze the personal strengths, weaknesses,
opportunities and threats by conducting the SWOT analysis. It is essential to analyse weaknesses
and threats in skills and knowledge so that proper training can be taken to eliminate the
weaknesses and convert into the strengths. Following are given below the SWOT analysis of
knowledge and skills as an assistant manager:
Strengths
 My positive attitude helps me to challenge the critical situation in the hotel and provide
appropriate solutions to handle the situation.
 Good communication skills support in building healthy relationships with customers as
well as employees.
 Effective leadership skills help in influencing and enabling employees to perform their
assigned work more efficiently and effectively (Bilgihan et.al, 2014).
Weaknesses
 Face difficulty in managing the time and accomplishing the business work within the
estimated time limit.
 Also lack of team management skills leads to inappropriate performance and outcome
from the employees.
 Face problem in speaking in the front of group of people due to lack of public speaking
skills.
Opportunities
 Working in the hotel as an assistant manager will provide greater opportunities to
participate in the training programmes, seminars, meetings and conference and hence
observe other professionals and acquire new knowledge and skills.
 This will also provide me opportunity to develop career in the management field in the
hospitality sector.
 This will also provide me opportunity to develop relationships with other professionals
and corporate (Stansbie et.al, 2016).
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Threats
 Lack of proper management skills my hinder my career growth and development in the
management field.
 Lack of public speaking skill may create big challenge for me to communicate with group
of people and assign them work efficiently.
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2.3 Set and prioritize objectives and targets to develop own potential
The sustainable growth and development of the hospitality organization can only be possible I as
an assistant manager have to ability to use my management knowledge and skills in efficient and
appropriate manners. It will be essential for me to set appropriate objectives for developing my
own potential that will be easily achievable by taking appropriate development actions.
Table 1: SMART objectives
Objectives Specific Measurable Attainable Relevant Timely
Eliminate the
weaknesses
and overcome
threats
To develop
and improve
the public
speaking skills
by getting
appropriate
training
Can be
measured
through
interacting with
group of people
and getting their
positive
feedbacks.
Enable in
gaining the
competitive
benefit and
hence achieving
the
organizational
desired goals
(Bilgihan et.al,
2014).
Can be
improved by
observing other
professionals,
leaders and
seniors.
5 months
To develop
Team
management
skills
To Develop
appropriate
and effective
management
and leadership
skills.
The
development of
skills can
measure by
analysing
effectiveness in
managing teams
and improving
performance of
employees.
team work can
be ensured by
establishing
effective
communication
systems in the
workplace
Future career
development
can be ensured
by developing
personal and
professional
skills
6 months
Accomplishing
the Self
actualization
needs
To get
promotion on
higher position
as a general
manager
This can be
measured by
analyzing
various
opportunities
This can be
ensured by
developing
management
skills and
Improve my
professional as
well as
personal life.
5 months
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