Developing Manager Report: Hilton and Holiday Inn Analysis

This report provides a comprehensive analysis of management and leadership within the context of the Hilton and Holiday Inn hotel chains. It begins by comparing the management styles employed by each hotel, contrasting authoritative and participative approaches. The report then delves into the leadership characteristics present within the two organizations, highlighting the importance of communication, team orientation, and innovation. Furthermore, it examines the communication processes adopted by both businesses, including verbal and non-verbal channels, and discusses potential communication barriers. The report also explores the organizational culture of Hilton, offering suggestions for improvement, particularly in relation to power dynamics. The second part of the report focuses on the author's self-assessment, including a SWOT analysis and the setting of personal development objectives. Finally, the report concludes with a career development plan outlining steps for enhancing managerial and personal skills, all while integrating motivational theories and their application within the hotel environment.

The Developing Manager

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Comparison of two management styles which are used in two different hotels...................1
1.2 Leadership characteristics within two different organisations..............................................2
1.3 Communication process which are adopt in businesses.......................................................4
1.4 Organisational culture and change in Hilton Hotel...............................................................5
TASK 2............................................................................................................................................6
2.1 Own management skills performance...................................................................................6
2.2 Personal strength, weaknesses, opportunities and threats ....................................................7
2.3 Set and prioritise objectives and targets to develop own potential.......................................8
TASK 3..........................................................................................................................................10
3.1 lead and motivate the employees in achievement of their objectives.................................10
3.2 Justification about managerial decisions taken regarding achievement of goals or
objectives and recommendation regarding improvements........................................................11
TASK 4..........................................................................................................................................12
4.1 Support of own managerial and personal development skills in career development........12
4.2 Career development plan.....................................................................................................12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
A business becomes successful only when the managers of company have certain abilities
and working styles. There are some certain skills which are needed to be possessed by managers
so that tasks and activities can be effectually performed. Developing manager is highly essential
for a company and that can be done by adopting some theories like management style and other
leadership styles. There are various kinds of benefits which are being availed by company when
manager has adopted the developing nature (Beck, Demirgüç-Kunt and Levine, 2010). Good
communication and leadership skills provide assistance in attaining the personal and
organisational goals. All these features help the manager to maintain and regulate relation of
employees and positive environment at workplace. It is highly essential for the manager to
provide effective guidelines in order to conduct operations in an effective manner. Company
chosen for this report is Hotel Hilton which is a global brand which mainly provides hospitality
services in hotels in more than 85 countries. There are various things which will be discussed in
this report like different management styles, leadership characteristics and communication
process which are being used in company along with personal SWOT analysis. Apart from that,
theories of motivation which will be used within environment of company will also be discussed
in brief.
TASK 1
1.1 Comparison of two management styles which are used in two different hotels
Crucial role is being played by styles of management while organising the staff members.
The major motive behind using these kinds of styles is uniting the employees and making them
work on same platform and getting high level of performance. This in turn will help in attaining
the desired objectives. Various management styles are there like authoritative, participative,
Free-rein, affiliate and many more. There are unique features which are being used by all these
kinds of styles and thus, they have their own importance (Bianchi and et. al., 2011). Holiday Inn
and Hotel Hilton are two big brands that provide hospitality services of hotels and resorts. There
are large number of employees who are working in order to accomplish their own targets. Both
hotel's management utilise different kinds of management styles in order to manage the
employees. Management style which is being adopted by both the hotels are described as below:
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Hilton: Authoritative Management Style Holiday Inn: Participative Management
Style
Hotel Hilton mainly utilises this kind of
management style in order to manage their
own staff members so that operations can be
conducted in an effective manner. In this kind
of style, higher authorities mainly take the
decisions. This in turn helps in saving the time
and thus, take effective decisions so that
directions can be provided to employees for
completion of tasks and objectives.
This type of style is majorly used by Holiday
Inn in order to give effective guidelines to staff
members and thus, provide them motivation to
perform their functions. There is certain
process involved like feedbacks of employees
while taking major decisions. This in turn helps
in understanding the issues which are being
faced at workplace and thus, find resolution for
effective management. By adoption of this
style, decision-making process gets improved
and helps in the attainment of targets in an
effective manner.
1.2 Leadership characteristics within two different organisations
Leadership: This term is highly essential element for an organisation as leader adopts
this kind of style to build an effective team and thus, provide them motivation to complete the
assigned tasks within allocated period of time. There are certain skills and abilities which are
being needed to lead the team and extract effective outcomes. Certain skills of leaders are like
good communication, effective listening power, decision making, problem solving and many
others. This in turn helps in managing employees within organisation and thus, attaining targets
as per needs.
Hospitality services which are being provided by both companies across the globe with
the help of large number of employees (Desimone, 2011). There are various teams that are
working on different processes and operations so that desired objectives can be attained within
different countries. There are effective skills which are being required by leaders to manage the
team and those qualities are described as below:
 Communication skill: This can be stated as a highly essential skill which should be
possessed by leaders of both the brands to operate their functions and processes. This in
turn helps in building up of teams and effective distribute roles and responsibilities for
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every team member. This helps in removing the confusion regarding tasks and objectives
which helps in creating healthy relations among all the team members.
 Team orientation: This is the skill which helps in building better teams for completion
of various functions. For this, solution needs to be given by the leaders so that situation
can be faced and motivation can be provided for attaining common goals. To meet set
goals effectually, it is highly essential to work as a team and provide the best services.
 Innovation and creativity: This can be stated as an essential skill which is needed by
the leaders as this helps in creating new kinds of methods for completion of tasks in a
better manner (Duffy, 2013). This will in turn provide many benefits to leaders of both
the companies and will help them to understand various needs of customers with giving
innovative services as per the preferences.
There are various leadership styles which are being adopted by both the hotels and they
are described as below:
Leadership styles adopted by Hilton:
There are majorly two types of leadership styles which are being adopted by the
management of Hilton which are autocratic and action oriented. This helps in skills development
and staff members along with performance enhancing. Such styles are being described as below:
 Autocratic leadership style: In this kind of style, decisions are being made by leaders
without considering the staff members. This aids in making process of taking decision
fast and saves the essential time. This style is being adopted by the management of Hilton
so that decisions can be taken quickly.
 Action oriented leadership style: In this kind of leadership style, teams are being led by
leaders and thus, take the responsibility of performing main functions of team with
helping in attaining end goals (Godefroid, Levin and Molnar, 2012). This in turn provides
assistance in knowing the preference of customers and giving services to attain set
objectives.
Leadership style adopt by Holiday Inn
There are various leadership styles which are being adopted by Holiday Inn and they are
described below:
 Democratic: This type of style mainly helps in motivating the employees specially while
taking the decisions so that different views and feedbacks of staff members are being
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taken. This in turn provides helps in taking effective decisions and thus removes the
issues which are being faced by employees.
 Laissez-faire: In this kind of style, freedom is being provided to the employees while
operating the functions. This helps to grow the innovation and creativity factor to
complete the functions within time (Heijtz and et. al., 2011). Motivating employees and
enhancing the passion is being done in this leadership style.
1.3 Communication process which are adopt in businesses
Communication can be stated as an essential element which provides assistance in
attaining different kind of objectives of firm through the employees (Communication
Process.2017.). Crucial role is being played by communication while distributing the duties to
staff members regarding the functions. This ensures that good relations will be maintained
among the management and staff members. Communication process used by both the companies
are being described below:
 Sender: This is about the person who share and pass the vital data to other person.
 Ideas: This consider about the capable matter which is sent among persons.
 Encoding: While passing main matter, it should be in words, actions or pictures etc.
Such transition is called Encoding.
 Communication channel: This regard about finding of the funnel through which certain
actions and words are passed.
 Receiver: This reckon about the person who witting to have such data.
 Decoding: This includes the process of conversion of such actions and words into
important data.
 Feedback: This includes the process of ensuring that receiver get same message which
intended to provide.
There are number of communication channel which are being used like formal and informal, oral
and written, verbal and non verbal. Hotel Hilton mainly utilise this verbal type of communication
channel but Holiday Inn uses non verbal type of communication channel. Communication
channels are described below:
 Verbal communication: Hotel Hilton has adopted this kind of strategy in order to
communicate with clients and employees. This type of data style includes formal, oral
communication and many more. This provide assistance to managers to effectively
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communicate with employees and thus maintaining the discipline. Moreover, face to face
interaction helps in gaining confidence and loyalty of employees and customers.
 Non verbal communication: Holiday Inn has adopted this kind of communication style
in order to distribute roles and plans in fast manner to employees. Moreover, it includes
informal and written kind of communication (Hogan And et. al., 2011). Such kind of
channel mainly helps in innovating new elements while providing the services. This
mainly contributes in satisfaction of customers and provide platform of opportunities to
employees to grow in their career.
Barriers of communication
 Physiological barriers: These obstructions emerge as a result of the collectors physical
domain. This incorporates about some foundation commotion which impacts the
lessening hearing force and influences the capacity of handle vital substance.
 Physical barriers: This states about such barriers which mainly arise due to geographic
distance between the sender and receiver.
 Systematic barriers: These kind of barriers are being present in structure of an
organisation like inappropriate information system and communication channels. This
will mainly have the impact on abilities to communicate the roles and duties.
 Attitudinal barriers: This states the barriers which are being raised due to attitude and
perception of data receiver. This also states the type of barriers like personality conflicts,
poor management and many more.
1.4 Organisational culture and change in Hilton Hotel
Organisational culture is formed by the kind of functions performed in the company.
Every organisation is having different kinds of organisational structure and thus the culture
followed there is also different. The people who are working in the company comes from
different background and have different roles in company as well. It brings diversity in the
organisation and this helps in increasing productivity as well profitability inside the organisation
as well (Koenig and et. al., 2011). In case of Hilton hotel, the culture which they follow is very
good as the employees who are working there is highly satisfied and that can be judged by their
performance in the company as well. But there are some suggestions that can be used by Hilton
hotel. They are :-
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 POWER CULTURE – The companies who adopt this kind of culture is very fast in
responding towards the events that are taking place near them. It helps them in gaining
more and more business from the market. They are also considered as very much
dependent on the staff members. If Hilton will apply this then it will be every beneficial
for the hotel as they will be able to conduct more and more events. They also have a
belief that they are having a strong control over the resources they utilize (Luthans and et.
al., 2010). This type of culture is generally adopted by organisations that are ready to take
any kind of risks in the market so as to achieve growth and development.
 ROLE CULTURE – Companies who adopt this type of culture have to abide by various
types of rules and regulations. Here, the organisation clearly specifies the roles and
responsibilities of employees so that they can perform their duty in an effective manner.
Hilton hotel is following this type of culture as in the hotel industry each and every
person clearly knows what role they have to perform in the company. This helps in their
functioning in a more easy manner and the guests are also greeted nicely.
 TASK CULTURE – If companies will follow this culture then their main aim will be to
get the task done by the employees. So, if Hilton will think of applying this culture then
the y will have to take care that right people is appointed on right job so that the work is
completed in an effective manner (Mair, Martí and Ventresca, 2012). But this culture will
not suit Hilton as here the main aim should be to make the clients happy and not to just
complete the task.
TASK 2
2.1 Own management skills performance
There are various number of skills which are should be adopted by an individual in order
to become a better manager in Clayton Crown Hotel. The skills of management which are
helpful in attaining the set tasks and activities of business process along with leading of
employees so that tasks and activities can be attained in effective and proper manner so that
objectives of organisation can be attained. There are various skills which needs to be determined
and they are:
Problem solving- It is highly essential for the managers to have skills for problem solving and
thus have certain abilities to find better and appropriate solutions in Clayton Crown Hotel. It is
6

highly needed to have manager in order to provide the training to employees regrading
communication. There should be better quality to search for the best and effective solutions of
the problems arising in an organisation.
Leaderships skills- This can be most essential skills which are being required by a manager so
that effective guidance and motivation can be provided to employees in better manner so that
aims and objectives of firm can be attained (Mitchelmore and Rowley, 2010). Manager of
Clayton Crown Hotel must utilise these kind of skills and abilities to lead the employees in
proper way.
Decision-making skills- In this kind of skills, manager should have better and effective skills of
making decisions in Clayton Crown Hotel so that company can be taken towards prosperity.
This in turn will be aidful in uplifting brand image and development.
Communication skills- In the hospitality sector, crucial role is being played by communication.
Manager of Clayton Crown Hotel must have those skills and abilities so that dealing with
customers can be much more effective and proper.
Skills Very
Rare (1)
Rare
(2)
Sometimes
(3)
Often
(4)
Always
(5)
Problem solving skills ✔
Communication Skills ✔
Leadership skills ✔
Decision-making Skills ✔
2.2 Personal strength, weaknesses, opportunities and threats
It is highly essential to conduct the SWOT analysis so that it can be determine the
strength and capabilities for doing the activities within the company. It can be also helpful in
knowing the enhancing the areas. SWOT analysis is described as below:
STRENGTHS WEAKNESSES
 Clayton Crown Hotel's managers  There are some abilities and particular
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posses some experience which can be
utilised for driving out the expected
results as promotions.
 They can be considered as good selling
along with analytical abilities.
 Manager of Clayton Crown Hotel do
have certain communication skills
which provides help in connecting with
other kind of employees and this in turn
can lead them to know about other
issues (Nandiyanto and Okuyama,
2011).
 There are certain abilities which
manager should have so that trust can
be gained among employees so that
motivation can be provided.
skills which needs to be adopted by
manager of Clayton Crown Hotel so
that team can be lead with full
confidence and thus effective decisions
can be taken.
 It is highly essential for the managers to
follow the codes and rules made by
organisation so that employees can also
follow the same.
 In this hotel, lack of professionalism on
the managers will not be tolerated and
they need to act professional in front of
customers.
 The main weakness of this hotel is that
manager have some bad bits which can
sometime create a problem.
OPPORTUNITIES THREATS
1. There are some new and latest
technologies which needs to be adopted
by manager of Clayton Crown Hotel in
order to improve the quality of
products.
2. There are some effective opportunities
which needs to be captured by the
manager of hotel within marketplace
for enhancing process of business
(Ogunlana, 2010).
1. The major threat that this company faces is
that its competitive rivals who are present in
marketplace.
2. Having limited knowledge can also develop
big threat for the manager of Clayton Crown
Hotel.
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2.3 Set and prioritise objectives and targets to develop own potential
It is highly essential to set up the priorities regrading tasks and activities for the manager
of Clayton Crown Hotel. It provide assistance regarding who will performance well for attaining
the objectives and other goals of firm. While setting up of priorities, it is highly essential for
managers to get to know about the work which needs to be set on priority and which can be done
later on. There are some essential points which needs to be focus on specially while creating
objectives of Clayton Crown Hotel and they are described below:
 There should be deadline which needs to be set by manager of Clayton Crown Hotel in
order to make the work complete within time. This way enhancement can be seen in the
working style of employees and will bring the development along with the productivity
of an organisation.
 It is highly essential to conduct the research before taking any kind of decisions by the
managers so that better results can be attained (Penuel and et. al., 2011). This can provide
help in enhancing the skills along with knowledge.
 Manager of Clayton Crown Hotel should have knowledge about target which are being
decided by company. If the good practices are being implemented within hotel, help can
be provided in attracting the customers for the services.
Objectives Success criteria
(TARGET
DATE)
Actions Implementation Completed
Yes/No
Learn leadership
skills
15/03/18 Participating in
classes of
personal
development.
Executing
learning on my
team members
YES
New and
advanced
Technologies
05/05/18 Taking coaching
from experience
person.
Through utilising
new and latest
technology in
firm.
YES
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Increasing
management
skills
22/04/18 By reading books
and also critical
review the
activity of the
other managers in
an organisation.
Managing and
also directing full
team
YES
TASK 3
3.1 lead and motivate the employees in achievement of their objectives
It is highly essential to motivate the employees so that objectives can be attained within
firm. This can in turn enhance the performance and passion towards the work. There are various
number of benefits which are being derived from leading and motivation of staff members like
effective team building, coordination enhancement, maintaining employee relation and many
more (Pettit, Fiksel and Croxton, 2010). Frankie and Benny's has been provided well established
business and brand name of Restaurant Group Plc. The mission of Frankie and Benny's is to
make the new restaurant number one in Stratford, London. This vision can be attained only if
employees are being managed effectively and motivated for functioning in right manner
regrading objectives. There are various ways through which Frankie and Benny's can motivate
their team for better regulation and it is being described below:
 Pay as per their worth: This kind of approach is highly essential as paying staff
members as per their skills and knowledge. There are many talented people who leave
their jobs or does not show up their actual talent because they are not satisfied So,
effective salary as per their worth helps in retain their employees and achieve their
target of leading new restaurant in London with the kind of payment they are getting.
 Provide them pleasant place to work: In order to improve the operations of business
in London, better services needs to be provided to the team members This helps in
creating positive environment which can enhance the performance. Creating good
behaviour can also be good element among staff members.
 Opportunities for self development: This can be said as another essential element
which can help in developing the restaurant. Every kind of employee wants a higher
10

position and growth development within the career and those chances can be provided
by the hotel so that employees can give high level of performance.
 Set clear goals: This can be stated as process in which the goals are being defined
clearly. This provide benefits to the employee as they got major benefits in knowing the
objectives which they have to attain in Frankie and Benny's restaurant. Their main
focus is on certain skills and knowledge which are being possessed by every employee
and provide work as per their competencies.
3.2 Justification about managerial decisions taken regarding achievement of goals or objectives
and recommendation regarding improvements
There are various kind of decisions which are being taken by Frankie and Benny's in
completing up of objectives. This kind of decisions helps in enhancing of functions an d
determination of forces which can directly affect the completion of targets. There are various
types of strategies which are being applied for getting sustainability (Richards, Taylor and
Ramasamy, 2013). There are various managerial decisions which are being taken by Frankie and
Benny's in completion of targets and they are described below:
 Involvement of employees in decision making process: This can be stated as an essential
process which can help in creating innovative ideas while conducting operations. Thus
can in turn can help out in solving the issues which are being attached with working and
formulating better strategies so that better direction can be gained.
 Customers support: This can be stated as an essential factor on which the profit ratio of
Frankie and Benny's totally depends. So it is highly essential to determine the various
needs of customers and their tastes.
Recommendation for improvements
There are some major modifications which needs to be done by Frankie and Benny's in
London so that expected outcomes can be attained:
 Monitor performance of employees: To control their functions and remove problems, it
is important to monitor their work. This provides the opportunity in development of their
skills and personality.
 Performance management system: Applying of this framework lessens the workload of
administrator and gives them opportunity to take a shot at other critical issues which
builds their proficiency. Such framework functions as standard which guides workers.
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TASK 4
4.1 Support of own managerial and personal development skills in career development
There is high value of own managerial and personal skills in development of career.
There are some essential skills which mainly helps in developing the career and skills are
described below:
 Communication skills: Thus kind of approach mainly focus on the power of person so
that effective communication with others can take place. Qualities of good listener is
also being are also being included which helps to understand regarding behaviour and
views of them.
 Leadership: This can be stated as an essential quality which mainly helps in dealing
with issues and thus resolving them in proper manner (Sigelman and Rider, 2014). Along
with this, opportunities are also being provided so that extra edge to personality can be
given.
 Adaptability: This can be stated as highly essential skill which accept the changes
which are being needed within the environment and strategies of business. This in turn
provides help in development of skills and knowledge regarding new concepts and
enhance the performance level.
4.2 Career development plan
This kind of development plans mainly helps in determining the abilities which are being
developed to boost up the personality along with professional career. There are various tools and
techniques which are being utilised to develop the existing skills along with time period. Plan of
career development are totally based on needs of personal development, current performance and
future needs. Career development plan which is prepared for development of managerial and
personal skills are define below:
Skills Development needed Time required
Flexibility skills This can be stated as an
essential skill which in turn
helps to build up personality.
This kind of skill can help in
getting extra edge which helps
4 months
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in developing of professional
career and attain higher
positions. This in turn will
improve the ability of person
to modify the strategies.
Time management skills This can be stated essential
skills which aid an individual
to attain the tasks within
allocated time. Performance
can be enhanced through
innovative ideas (Wirtz,
Schilke and Ullrich, 2010).
2 month
Motivational skills This can be stated as which in
turn will help in attaining
higher position in company.
Enhance skills needs to have
effective leadership styles.
This in turn can provide
motivation as well.
3 months
CONCLUSION
Managers are a very crucial pillar for any organization. They plays a very important part
in development and expansion of any business. In Hotel Industry the involvement with clients
and customers are more than other industries. Managers should have necessary skills to manage
other line managers along with dealing with customers. Mangers comes just after CEO in an
organization management Hierarchy. With new challenges in the recent time the responsibility of
Managers have increased and they should full fill it.
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Online:
Communication Process.2017.[Online].Available
through;<https://www.mindtools.com/CommSkll/CommunicationIntro.htm>
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