Leadership and Management in Hospitality: Hilton Hotel Manager Report

This report provides a comprehensive analysis of managerial roles and responsibilities within the hospitality sector, using the Hilton Hotel as a case study. It explores various management styles, including paternalistic and autocratic approaches, and assesses their suitability within the hotel's operational context. The report delves into the characteristics of effective leaders, emphasizing coordination, business knowledge, and positive attitudes. It examines the importance of communication, particularly horizontal communication, in fostering efficiency and resolving conflicts. Furthermore, the report investigates organizational culture, highlighting the adoption of a task-person culture and suggesting improvements through training, development programs, and effective policies. It also includes a self-assessment of managerial skills, identifying strengths such as time management and communication, and weaknesses such as quick decision-making under pressure. Finally, the report addresses opportunities for professional development and threats such as long working hours and low salaries within the hospitality industry, offering a well-rounded perspective on the challenges and opportunities faced by managers in this field.

DEVELOPING MANGER

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1...........................................................................................................................................3
1.2...........................................................................................................................................4
1.3...........................................................................................................................................5
1.4...........................................................................................................................................6
TASK 2............................................................................................................................................6
2.1...........................................................................................................................................6
2.2...........................................................................................................................................7
2.3...........................................................................................................................................8
TASK 3..........................................................................................................................................10
3.1.........................................................................................................................................10
3.2.........................................................................................................................................10
TASK 4..........................................................................................................................................11
4.1.........................................................................................................................................11
4.2.........................................................................................................................................11
CONCLUSIONS............................................................................................................................12
REFERENCES..............................................................................................................................14

INTRODUCTION
Manager plays a very crucial role in order to carry business activities and function. With
assistance of manager's contribution, corporation can able to attain success and growth in the
market. Further, he/she is responsible to develop effective policies and practices of business unit
which is suitable for business environment and nature of organisation objective. In addition to
this it can be said that manager of any company is very important person to carry business as
well as achieve its predetermined success. In the absence of manager corporation can not
develop its structure, policies, strategies and practices for survive in the competitive market.
Further He/she is also liable to coordinate, guild , control and monitor employees performance
and evaluate their efficiency. In this project report, various roles and responsibility of manager
has been addressed with respect of hospitality organisation. Hilton is very famous hotel in the
London which have more than 570 hotels and resorts in 84 countries. In this report, the
leadership style and management style has been discussed with the manager of cited venture. In
addition to this organisation culture and communication process has also studied with repect of
Hilton hotel (Badewi, 2016).
TASK 1
1.1
Hilton hotel is world famous hotel in the London which have large numbers of employees
who continuously giving their best efforts to attain its entire success. Hilton hotel have its own
management styles and structure to survive its business operation. Management style is a
characteristic of develop decisions and relating to subordinates. It can be categorised into two
main contrasting style that is autocratic and permissive. Hilton hotel have adopted following
management style in order to take decision of business Chaicharoenthaweekit and Jarinto,
2015). Paternalistic style of management- It is a management approach that involves a
dominant authority figure who acts as a patriarch and treats employees and partners as
though they are members of organisation. In this style of management, leaders decide
what is the best for the employees as well as the organisation. Further the policies are
devised to benefit the employees and the organisation. Under this style of management ,

employees feels attached and loyal towards the organisation. Employees stay ,motivated
and enjoy their work rather than treating it as a burden (Denny and et.al., 2015).
 Autocratic style of management- Under this style of management, manager and higher
authority does not like to participate the employees in the process of decision making of
business unit. Superior do not take into consideration the ideas and suggestions for the
subordinates. All employees totally dependent on their higher authority and they do not
have liberty to take decision on their own. Under this style of management,, personnels
have lack of motivation and some time they feel demotivate because management does
not given them importance in the decision making process (Hassan and Hatmaker, 2015).
As per the above discussion it has been ascertained that there have different concept of autocratic
and paternalistic management style. Paternalistic management style is more suitable for the
Hilton hotel because under this style management gives a value and effective important of
employees. As it know the Hilton is hospitality business which is largely depends on the
employees performance so as it is very important to motivate and manager them for higher
productivity. That's' why paternalist management style is appropriate for cited venture.
1.2
Leader is a person who is responsible to mange large numbers of subordinates in the
organisation. Further he/she have to direct, control, monitor, motivate and guild subordinates
performance at workplace. Leaders play a very significant role in the organisation to develop
effective success and growth. In the context of Hilton hotel, senior manager is responsible to
carry business activities and develop effective policies and practices for firm. Following re some
characteristics of effective leaders and its impact of the organisation (Massa, Farneti and
Scappini, 2015). Effective coordination skill- This is the most essential quality in the senior manger of
Hilton hotel through which He/she can able to transfer his important information to
subordinates. With assistance of effective communication skill, manager effectively
convey business related rules and explain the policies in front of employees. Further
manager can share his knowledge and suggestion of working to employees by impressive
communication skill. Knowledge of business survival and creativity- Senior manager of Hilton hotel must
have the effective knowledge and idea of business survival in the competitive market.

Manager have must knowledge to developing effective strategies, policies, practices and
structure of business so as it can compete with rivals in the market (Massa, Farneti and
Scappini, 2015).
 Positive attitude and motivation- Senior manager have positive attitude so as he/she can
motivate and inspire subordinates for higher productivity and performance at workplace.
Manger should encourage employees by use of effective financial and non financial
rewards. Further manager should develop attractive incentive and compensation policies
so as employees can inspire and motivate for effective and higher performance.
1.3
In the Hilton hotel, communication is very important function through which employees,
staff members, manager and other members of business unit can transfer their information with
each other. In addition to this communication process is also important for enhance the guest
experience as it conveys their queries to staff members and members can resolve their queries in
an effective manner. In order to fulfil all these mentioned aspect, Hilton hotel has been adopted
the horizontal communication process under which transmission of information between people,
divisions, departments or units within the same level of organisational hierarchy. With assistance
of this kind of communication process, organisation can able to overcome the conflicts and
misunderstanding between various departmental (Rocha, Mollo and Daniellou, 2015). Effective
use of horizontal communication in the workplace can enhance productivity by making
information sharing, problem solving, collaboration and conflicts resolution more efficient. With
assistance of horizontal communication process in the Hilton hotel, it can solve the issues and
conflicts between same level department. In the horizontal communication process, corporation
has been adopted the written form of communication. Under written communication process, all
members and employees in the management transfer their message and data by use of report,
memo, emails, fax, notices etc. Generally higher authority of cited venture has use the notice in
order to convey their information to lower level department. On the other hand lower level
management convey their message to higher management by use of emails, reports and fax etc
(Scarbrough, Panourgias and Nandhakumar, 2015).

1.4
Every business organisation have their own culture and structure which assist it in
survive its functions and activities. Corporation culture is a system of shared assumptions, values
and beliefs which govern how employees and staff members behave with each other. These
shared values have a strong influence on the people in the corporation and dictate how they
dress, act and perform their job. With assistance of effective organisation culture, employees
have able to adopt the rules and principles of business. Culture is one of the major aspect of
business which define the ways and criteria to perform, dress, react, interact and contribute
towards organisation. There are various types of culture such s task, power and person. Hilton
has adopted the task person culture. According to the person culture, management focuses on the
employees requirement related to their working condition. It provides effective importance to
personnels so as they can perform their job in an effective manner. There are various changes
that can improve the organisation cultures in positive manners which are as follows (Zhao,
2015).
 Hilton hotel culture can improved by providing effective training and development
programs. Through effective training, employees can improve their professionalism,
quality, skills, knowledge and criteria of working. Thus, through this innovation and
creativity can bring in the corporation. This will assist in increasing the culture of the
Hilton hotel.
 Management needs to develop effective policies and strategies of business so as every
employees can complete their work in effective manner. There is required to establish
such policies and rewards system so as employees can effectively motivate and gives
their best contribution to organisation (Smith and Barrett, 2016).
TASK 2
2.1
In the Hilton hotel as a manger I have various roles and responsibility towards
organisation success and growth. Further I am also responsible to develop effective and suitable
polices and practices of working so every one can cope up with organisation goal and working
condition of business environment. I order to fulfil all these mentioned responsibilities and role, I
have various managerial skills and attributes which assist me in achieve my predetermined

purpose. Following are some managerial skills and quality which carry by me to contribute in
organisation-
 As a manager of Hilton hotel I have effective communication skill which assisted me in
transferring my information and message to all departments. Further through this skill I
have able to give presentation in the general meeting. Effective communication skill can
attract employees and motivate them for higher performance (Oppong and Gold, 2016).
 I have also leadership skill through which I have controlled, monitored and evaluated
employees efficiency at workplace. In addition to this, through this skill I have
effectively developed a team and coordinate with team member.
 I have project management skill through which I can prepare the effective structure of
working and develop the criteria of deadline.
 One of the best skill in my self is time management skill through which I have
accomplished my task related to the objective of hotel. My main objective is to increase
the profitability of Hilton hotel and render effective customer satisfaction. Therefore, I
have actively participated in each and every activities which is related to business
progress (Aryee and Walumbwa, 2016).
2.2
Strength
 Effective time management skill is my
major strength in the organisation
through which I have managed lots of
customers. Further through this skill l
have handle high level business
projects within a specific period of
time.
 Effective communication skill is
another my strength through which I
have effectively transferred my
perceptions and knowledge top
employees at workplace.
Opportunities
 There should opportunity to attempted
effective training and development
programs. So as I can more develop my
personality and professionalism in this
field.
 Opportunity to show my skills and
knowledge at large level of platform in
hospitality industry.
 Opportunity to attend global level
personality development classes and
seminars and workshops so as I can
improve my entire knowledge related to
business survival (Nolan and Garavan,

 I have impressive coordination skill
through which I have developed
effective team and support subordinate
in their task. Further through this skill I
have health relationship with all level
department in the hotel.
2016).
Weakness
 In the heavy workload situation, I got
angered on the employees due to the
high stress and frustration of work.
 I am quite ineffective to take fast and
quick decisions related to business
activities and functions.
Threats
 In the hospitality industry,long
working hours and long schedule is
very large threat for manager because
he/she has to work more than 12 hours.
Further there may be night shift which
can create problem in the personal life
of manager.
 Another threat is related to salary. In
the hospitality industry, manager salary
is very low which is not sufficient
according their hard work.
2.3
As per the above discussion it has been ascertained that there are various types of
weakness in my personality which can decrease my efficiency in the Hilton hotel. As a manager
of cited venture my main objective is to increase profitability of business and render effective
and quality services to customers. In order to overcome my weakness in my personality and
improve my professionalism I have to set my priorities and objectives (Lundgren and Jansson,
2016).
Targets and objectives Ways to improves Priority level
Develop decision making In order to improve the
decision making process in the
company I need to develop my
Top priority

self confidence and self
motivation. I need to attend
effective personality
development classes where I
can learn the skill to take self
decision.
Effective coordination In order to develop
coordination I have to organise
team meeting and team
activities so as every one get
interact with each other .This
will bring effective work
environment in the business
and I can able to support
subordinates in business
enterprise. Further through this
session I can also improve my
leadership skill (Nolan and
Garavan, 2016).
Medium priority
Improve personality In order to develop and
improve the personality and
professionalism , I need to
attend training and
development program where it
can learn various skill and
knowledge related to the
business activities and
function. Further I can also
learn technical skills and
methods.
High priority

TASK 3
3.1
As a manager of Hilton hotel, my first priority to manager all employees inn such a
manner so as they can effectively contribute in the organisation and motivate for higher
performance. Effective motivation and encouragement can increase the overall progress of Hotel.
Following are some measures to increase motivation and engagement in human resources (Paul
and Shrivatava, 2016).
1. In order to encourage employees in the organisation manager needs to develop, attractive
policy of incentive and rewards. By this they can motivate for higher performance and
take initiative for higher performance.
2. Participation of employees in the decision making process is the best way to motivate
them and realise to them that they are very valuable and important part of the business
enterprise.
3. Effective welfare programs also assist in motivating employees in the organisation,.
Through this programs, personnels can reduce their stress and take some advantage of
employments (Nolan and Garavan, 2016).
4. Effective training and development program also helpful in order to motivate employees
for higher performance
3.2
In the Hilton hotel, there main objective is to increase profitability along with impressive
customer satisfaction. In order to achieving this goal, manager required to take some effective
managerial decisions. Some managerial decision which support the determined goal are as
follows- Team development- Manger should develop an effective team and its policies so as every
one can able to share their personal conflicts and issues with each other. With assistance
of team development, there may build a health working environment under which every
one can openly communicate with each other (Nolan and Garavan, 2016). Engagement of employees- Management should invite employees in the process of
decision making. Under this they should allow to share their views and suggestions

related to business working. Through this strategy, employees confidence will increase
thus their performance will automatically increase.
 Attractive motivation tools- This is the best managerial decision which should take by
management under which organisation should develop attractive financial and non
financial motivation policy. Through this personnels will motivate for higher
performance and take initiative for higher task.
TASK 4
4.1
As per the above entire discussion it has been ascertained that Being a manger in the
Hilton hotel, I have acquired and developed new learnings and skill through which I can develop
my personality and professionalism. On the basis of SWOT analysis I have analysed that I have
lots of weakness related to taking fact and quick decision in management. I also observed that I
have strength of time management which has assisted to manage large numbers of customers in
the hotel. While carrying out my responsibilities I handled team in various situation that have
assisted in learning new experience. As per these my positiveness and strength I am looking for
opening my own hotel. My all experience and strength support me in my career plan.
Being a manger I have also strength of coordination and team building which assisted me in
carrying positive attitude. This will assist me in motivating my own hotel personnels and
subordinates. However I have weakness of angry behaviour, on this I will give my best efforts to
remove (Aryee and Walumbwa, 2016).
4.2
Being a manager in the Hilton hotel , have various roles and responsibility to develop
effective practices and manage subordinates at workplace. In have various excellent personnel
and professional skills such as communication, management, coordination etc these will assist
me in managing business activities and function. However, I have some weakness so in this area
i have to work on. Here is a review of my career and personal development needs, current
performance and future requirement in the following development plan (Nolan and Garavan,
2016).

Development
Needs
Actions Plan Application Deadline
Decision making
needs
I can improve my decision
making power by practically
resolving business related
problems. Further I can attend
some personality development
workshops by which I develop
my self confidence and ability
to take self decision.
Managing business related
decisions very quickly
3-4 weeks
High work load
handle skill
I can attend the health and
welfare programs where I can
able to overcome my stress and
frustration. Further I should
attend some yoga and health
classes.
Managing high workload
situation
2-5 weeks
Personality
development
I should attend training and
development programs where I
can learn new skills and
knowledge related to working
at workplace. Further I should
attend some seminars and
workshops related to
personality development
(Nolan and Garavan, 2016).
Handling all the activities
and functions at workplace
by my own.
3-5 weeks
CONCLUSIONS
From this project report it has been concluded that, effective communication process is
also significant to know the conflicts and issues arisen between various department in the

corporation. Further an appropriate organisation culture is directly linked with the effective
outputs and progress of business. It has also explained in this report that organisational culture
composed of various characteristics that range in the priority from high to low. It is also
concluded that manager is liable to develop effective structure and culture for the firm so as
every employees can perform their job in impressive manner and motive for higher performance.
By use of effective strategies and policies manager can render effective customer satisfaction. In
additional to this, it has also concluded that manager should attend various personality
development seminars and training and development class so as he/she can develop their
effective personality and professionalism.

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