Clayton Hotel Case Study: Leadership and Management

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Developing managers
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Table of Contents
Introduction......................................................................................................................................3
LO1..................................................................................................................................................4
1.1 Compare different management styles...................................................................................4
1.2 Discuss leadership characteristics..........................................................................................6
1.3 Evaluate communication processes in selected businesses....................................................7
1.4 Analyze organizational culture and change in selected business...........................................9
LO2................................................................................................................................................11
2.1 Assess own management skills performance.......................................................................12
2.2 Analyze personal strength, weaknesses, opportunities and threats......................................14
2.3 Set and prioritize objectives and targets to develop own potential......................................16
LO3................................................................................................................................................19
3.1 Lead and motivate a team to achieve an agreed goal or objective.......................................20
3.2 Justify managerial decision made to support the achievement of agreed goal or objective
and recommendations for improvements...................................................................................21
LO4................................................................................................................................................22
4.1 Explain how own managerial and personal skills will support career development...........22
4.2 Review career development needs, current performance and future needs to produce a
development plan.......................................................................................................................23
Conclusion.....................................................................................................................................26
References......................................................................................................................................27
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Introduction
The development of managerial skills in the hospitality industry is becoming a very serious
issue. Organizations are looking much forward to develop managerial skills to maintain the
operation and sustainability of the hotel industry. Management of a hotel often conducts training
& development programs to influence their processes and increase the work efficiency.
However, the development plans are beneficial for the team members. The main objectives of
developing managerial skills are to provide good leadership qualities in managers and establish
effective communication within management.
Clayton hotel is one of the most reputed hotels in the UK has decided to change their strategies
as well as management approaches. In order to work effectively, their managers are required to
apply different leadership styles and motivational approaches because no matter how
sophisticated technologies they use get sustain eventually effective managerial skills are the root
of hospitality to control the work bifurcation and structure.
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LO1
1.1 Compare different management styles
Based on the industry of hospitality and tourism, the hotels are very crucially following their
management styles (Savickas, 2018). In order to defeat their rivals and another player in the
market, they enable different techniques to work with and also apply highly advanced evaluation
tools to measure the performance. There are especially two organizations in the hospitality
industry first is Clayton hotel and second is the Hilton hotel. Both are the reputed brands in the
UK and working for higher productivity and recognition. Their different management strategies
have applied in this global world such as:
Management styles of Clayton hotel
In order to increase brand awareness and recognition across the country, the management of
Clayton hotel has analyzed different management patterns and styles which are more significant
and effective. The adaptation of different management styles in practices ensures profitable
results and enables bringing new customers. They consider different management styles to
involve tangible qualities and ensure how they manage people. They follow management styles
such as:
 Autocratic: Holding a higher place in the hotel industry makes its value more worthy.
Therefore, in order to maintain this sustainability, they have to take a decision
unilaterally.
 Consultative: This type of management style establishes loyalty between employees by
taking fast-paced decisions workplace.
 Persuasive: The persuasive management styles authenticate and finalize the decision
after monitoring it. It proves a great option to include experts’ advice.
Management styles of Hilton hotel
The management styles of Hilton hotels are mostly used to diversify their business. Leadership
and teamwork in their practices show how they apply different management styles according to
the projects and situation (Savickas, 2018). They follow modern management styles such as:
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 Motivation: Their management styles include several reward systems such as declaring
employee of the month & year, extra bonuses, programs of travelling discounts.
 Behavioral management: It includes face-to-face interactions and weekly-based
meeting to review performance and find any issue or problem.
 Management science theory: Qualitative processes such as customer feedback to
identify the comfort zone of customers.
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1.2 Discuss leadership characteristics
In order to operate the business in an effective manner, the management of Clayton hotel should
understand the importance of leadership in practices (Shumate, et. al., 2018). Leadership
qualities and characteristics are must be suitable for the work. Managers are more likely to use
the bureaucratic leadership at the workplace but they need to understand that employees needs &
requirement. The characteristics must be suitable with the goals & objectives and also related to
the abilities of managers. There are several strategies have been followed by the managers of
Clayton hotel such as:
1. Vision: The logical thinking and excellent thought process are very necessary to set up a
clear vision. Leadership is all about clear vision and logical thinking. The thought process
of leaders always works differently. They perceive the objects in a very different manner.
They always try to accomplish their ideas about what they think.
2. Integrity: The leadership in business also responsible to make every employee satisfied
so that they maintain integrity and loyalty between employees and operations. The factor
of honesty is very important in the business because it maintains good working
relationships.
3. Humility: The leadership must be humanistic and more realistic to understand the
problem. The perception level of a leader must be very understandable. Being a reflective
personality, a leader should keep in mind that he must control their attitude.
4. Strategic planning: In order to perform every work, strategic planning is very essential.
Sometimes the strategic implementations are proven more effective than the actual. The
strategic planning is subjected to outstanding performance and also holds the ability to
look forward.
5. Focus & cooperation: It is a good sign of being successful when the leaders only focus
their work and do not have a concern related to what is happening (Solomon, et. al.,
2016).
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1.3 Evaluate communication processes in selected businesses
Communication is the most important and primary function in any business organization. In
order to force any work the sharing of information is very necessary. The main objective of
applying communication is to structuring the communication message. The use of data and
information in projects and businesses must be shared among the employees. In the industry of
hospitality and tourism, the role of communication is very necessary. Like other functions need
systemization, similarly, communication also needs an appropriate process and systematic view.
There are some elements related to the communication process as follows:
Source 1: (Author, 2019)
The above graphical representation illustrating this process and show that how Clayton hotel
utilizes this process in practice to establish communication. This is the process illustrating as
follows:
 Sender: The communication process includes sender because the sender is the person
who sends the message. The sender transmits the message. The managers can be
considered as the sender in order to force any message.
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sender Message Encoding Channel Receiver Decoding feedback

 Message: The message can be any signal relates to the context of the receiver. The
content which has been sending by the sender to the receiver is a message. A message
can be in the form of verbal and non-verbal.
 Encoding: The sender is required to use certain or non-verbal methods to convey the
information international messages. How the receiver interprets or perceives the message
is encoding.
 Channel: The path is used by the sender to send the message is a channel. There are
several suitable methods used by the sender to send the message such as oral and written
(Spyropoulou, et. al., 2018).
 Receiver: A receiver is a person who receives the message from the sender. The message
may include and perhaps it never gets delivered to the receiver. Therefore the message
must be intended to the receiver.
 Decoding: The receiver perceives the message is the way is decoding. There is no
guarantee that the message will be conveyed by the sender would correctly understand by
the receiver.
 Feedback: The feedback is the response of the receiver on the received message by the
sender. The feedback is based on the interpretation or perceived message by the receiver.
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1.4 Analyze organizational culture and change in selected business
In order to achieve the goals and objectives, there are some major changes which need to address
(Spyropoulou, et. al., 2018). The primary change is to administrate a framework for analyzing
the organizational culture as well as provide an explanation on its internal or external cultural
factors which influences the organizational factors.
The administration of a structure to analyze Clayton hotel’s culture
The culture of Clayton hotel is the set values, norms, beliefs, customs & traditions, lifestyle and
attitude. These factors are not mentioned anywhere but people go with these attribute. These
factors come while people deal with the Clayton hotel. In other words, it can be said that the
culture of Clayton hotel is way too typical in handling customers such as innovation in risk
management, significance to small details, smart orientation on results, aggressiveness,
flexibility, etc.
An explanation on internal or external factors that influence the culture of Clayton hotel
Internal factors
The impacts of internal factor can be done through its management levels, workforce, business
environment, etc (Thompson, 2015). The top-level management of Clayton hotel also affects its
culture because how top management hierarchies will react and decide the norms; others have to
follow these norms. Other hierarchies may also affect the organizational culture such as
delegation of authority, risk management, HR management etc.
External factors
External factors can affect the business in terms of local & regional community, customers,
suppliers, vendors, etc. These factors hold two sides’ government rules & regulation and national
culture. Based on these factors Clayton hotel signifies that how they treat their employees and
how they maintain the customer relationship. These all come under government rules &
regulations and also may affect the organizational culture.
Evaluation of current organizational culture
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The culture of Clayton hotels is required to understand the cultures of other countries in order to
explore the business. The centre of attraction in hospitality is customers and suppliers.
Implications of high-quality services and safety of customers can be helpful to increase the value
of organizational culture (Valentine, et. al., 2018).
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LO2
Introduction
In order to manage the work based system of hospitality, the managers are required to review
their own managerial skills and abilities. A major concern for managers is to distribute time and
effectively allocate the work at the workplace. Time management is the most important factor to
review the performance and identifying the potential (Wang, et. al., 2018).
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2.1 Assess own management skills performance
Clayton hotel is one of the most reputed and recognized hotels in the industry of hospitality. This
is hotels is very popular and famous for providing high-quality services to the customer at very
digestible prices. It is basically a part of the supreme hotel chain Dalata hotel group. High quality
of services and good customer relationship is the main objectives of hotels in the hospitality
sector. However, these requirements cannot achieve without their skilled managers. As a
manager in Clayton hotel, I have analyzed my own skills and abilities which proves very helpful
to uplift the performance of my staff and also enhance hotel recognition. I mentioned below my
skills which are required:
Skills & abilities Manifestation
Leadership skills I personally assumed that I am holding required leadership quality
which can enhance the potential of my team as well as intrinsically
motivate my teammates to work for achieving organizational
objectives (Martínez-León, et. al., 2018).
Personal skills If we talk about personal skills the point will stick good
communication, interaction, motivation, etc. As I have analyzed my
inter-personal skills are very much suitable to influence my staff and
also greet the customers very happy.
Organizational &
strategic planning
I found my strategic planning is very good and I am enough capable
of managing the work timely. I assumed that the utilization of
resources is very important to force any activity and strategic
planning is very important for that.
Creative skills Creativity in work is very necessary to impress the customers and
attract them towards the hotel. I mainly focus on ultimate
presentation but also never compromise with the quality (Pagliacci,
and Proietti, 2018). As a manager, the biggest challenge is to conquer
the problems come while operating any work. I also have to ability to
solve the problems arisen while working.
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