Leadership Theories and Operational Management at Hilton Hotel

This report provides a comprehensive analysis of management and leadership within Hilton Hotel, exploring the distinct roles and characteristics of managers and leaders. It delves into the differences between managerial functions and leadership roles, applying various management theories such as contingency theory and systems theory. The report examines the role of managers and leaders in different situations, including employee strikes and conflicts, and outlines several management and leadership theories, including scientific management, trait theories, behavioral theory, participative theories, and situational leadership, to ensure growth and sustainable performance. Furthermore, it evaluates the strengths and weaknesses of these theories and approaches, assessing their impact on the organization and its future development. Finally, the report explores the importance and value of key approaches to operations management in achieving organizational objectives and evaluates how managers and leaders improve operational efficiencies to successfully meet business objectives, including the impact of external business environment factors on operational management decisions.

Management and
Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1. Introduction.............................................................................................................................1
2. Description on manager and leader and comparison of their roles and characteristics.........1
3. Differences of managerial functions and leadership roles by applying management theory.
.....................................................................................................................................................3
4. Role of manager and leader in different situation..................................................................4
5. Different management and leadership theories for growth and sustainable performance of
company......................................................................................................................................4
6. Strengths and weaknesses of different theories and approaches stated above. .....................5
7. Managers and leaders impacts on the organisation and its impact on future development....6
TASK 2............................................................................................................................................7
1. Introduction to operation management and explanation on the key approaches adopted by
Hilton Hotel.................................................................................................................................7
2. Roles and responsibilities of managers and leaders in successful management of the
operation of company. ................................................................................................................7
3. Importance and value of the key approaches to operations management in achieving
organizational objectives successfully. ......................................................................................8
4. Evaluation of managers and leaders in improving operational efficiencies to successfully
meet business objectives.............................................................................................................9
5. Impact of external business environment factors on operational management decisions by
leaders and managers..................................................................................................................9
6. Critical evaluation of the application of operations management to manage the factors that
impact on the wider business environment. .............................................................................10
7. Recommendations.................................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Management and operations is an essential element of managerial system within every
organisation that includes various functions related to designing, production, sales and operations
of a firm. It assists a business to design and control each and every activity performed, from
converting raw material to finished goods or production to sales. In this present assignment.
Hilton Hotel been chosen. It is a hotel industry who has its branches in many countries. This
project will cover description of manager and leader and comparison of their roles and
characteristics. In additional to this, different management and leadership theories for covered
for growth and sustainable performance of company. Importance and value of the key
approaches to operations management will also be described briefly.
TASK 1
1. Introduction
Hilton is an American multinational private company. It manages hotels and resorts from
the year 1919. Headquarter of this company is in McLean, Virginia, United states. Organisation
has More than 570 Hilton hotels and it has branches in more than 85 countries. It is founded by
Cardon Hilton. It has huge number of competitors across the world such as Marriott, Hyatt,
Peninsula etc. It provides many services to its clients by way of complimentary arrivals and
transfers at time of departures(Kozjek, Rihtaršič and Butala, 2018). Hilton majorly focuses on its
growth by way of giving best services to its customers and opening new hotels and resorts at
maximum possible locations. Hilton hotels is following flat organisation structure such that it
takes out maximum profits from every rooms allotted to clients.
2. Description on manager and leader and comparison of their roles and characteristics.
Leader: Leaders are that individual who motivates their followers in order to achieve a
specific goal. They form teams and give innovative ideas to their subordinates and develop trust
in all stakeholders in order to complete the task assigned to them.
Manager: Manager is that person of a company who is responsible to look out the entire
management system of organisation. Every employee has to report to manager for the duties
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assigned to them. Decision related to planning, organising and directing lies in the hands of a
manager.
Characteristic of leader:
Effective Communication skills: Leader must be good at communicating policies and
procedures. He must motivate and advice employees in such a way that organisational goals can
be achieved. Leader of Hilton are future oriented and considered to be visionary. A leader is
always good at listening all the problems of his subordinates and give suggestion to them
accordingly (Kompella, Juniper Networks Inc, 2018).
Risk taking ability: Leaders focus on achieving goals and objectives. Even after so
many failures, they take failures as opportunities and work positively again for their aims. Leader
of Hilton always remain motivated even after receiving failures in his path.
Visionary: Leaders make all the possible efforts in order to change their vision in to
reality. They remain always motivated towards their goals.
Roles of a leader:
Required at all levels: Leadership is persuasive, which is required at all the levels of
organisation. It is performed through guiding employees properly and counselling of
subordinates.
Representative of company: leader of Hilton is an individual who represents the Hilton Hotel at
seminars, meetings and to public at large.
Characteristic of manager:
Time management: Managers of Hilton has sufficient skills for time management.
Which helps them to perform their task effectively and efficiently.
Versatility: Managers are the ones who perform all the work of an organisation whether
it be planning, organising, staffing, controlling or directing. Manager of Hilton are versatile in
performing their duties which helps the company in achieving goals and objectives.
Roles of manager:
Monitoring: This is the basic work of a manager to check every work assigned to employees
and monitor the same. In this manager collects all the activities that can affect enterprise.
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Negotiator: Manager bridges the gap between top level management and employees of the
company. He listens to all the problems of workers and communicate it to higher
authorities.
Basis Leader Manager
Meaning Leaders are those people of a
company who motivates
employees to achieve goals
and objectives
Manager is that person who do
all the activities related to
management of the company.
Risk Leaders takes risk in order to
try something innovative
Managers minimize the risk so
that problems can be avoided.
Protects Leader always protects their
subordinates and followers
Managers protects themselves
before anyone.
Conflicts Leaders always deal with
situation and solve every
conflict comes to them
Managers try to avoid all the
conflict comes in their way.
3. Differences of managerial functions and leadership roles by applying management theory.
Contingency theory: As per this theory of management, Manager of Hilton should
consider all the situations and aspects that are important while taking any decision. This theory is
based on that approach which classifies that behaviour of management is entirely dependent on
situation for which decision is meant to be taken (Coetzee,2018).
System Theory: This theory of management says that nature and society is a possibility
by which one can analyse objects of the groups which work all together so that a result can be
achieved.
Functions of management:
Planning: It is the first function of management system which bridges the gap between
where company is standing today and where it wants to reach. Manager of Hilton plans after
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analysing the complete situation as per contingency theory and will cover all the aspects related
to the situation.
Organizing: Hilton managers try to organize resources of company in the most
effectively and efficient manner. This Function of management will be accomplished after
considering system theory of management where objectives should be determined first and work
will be organised in groups so that results can be achieved.
Directing: It is the most important function of management system where the managers
directs and guides to employees of Hilton to complete the work allotted to them (Lamba and
Singh, 2018). It is important to direct in right direction to achieve the goals of company
Staffing: Staffing is a process which is carried out by managers of organisation. Manager
of Hilton provide jobs to those who are capable of performing work of the company. In this
process, training and development of employees is also performed by managers of firm.
Roles of leader:
 Motivator: It is the duty of a leader to motivate its subordinates so that they can achieve
goals of organisation. But a leader should ensure that employees will get motivated after
considering every situation. No worker get any harm during the process of motivation.
 Required at all levels: Leadership is persuasive, which is required at all the levels of
organisation. It is performed through guiding employees properly and counselling of
subordinates.
 Representative of company: leader of Hilton is an individual who represents the Hilton
Hotel at seminars, meetings and to public at large.
4. Role of manager and leader in different situation
Many a time, Employees go on strike for different reasons. Same situation has been
faced by Hilton hotel where all his workers went on strike for increment in their salaries. At that
point of time, managers and leaders should analyse situation completely and take actions
accordingly. Leaders will conduct meeting of seniors and to level management and discuss about
increment in wages of workers. All employees will be assured of better incentives and perks in
the future.
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In a situation of conflicts between employees and employers, leaders and managers will analyse
the complete scenario and listen to both the parties to conflict. Leader of Hilton will resolve
conflict so that work of organisation will not get affected.
5. Different management and leadership theories for growth and sustainable performance of
company.
There are various theories of management which are described below.
Scientific management theory: This theory focuses on improving efficiency of employees of a
company. It majorly focuses on production department and its growth through use of innovative
technology. Employees are hired to perform daily task which is in addition to machineries.
Hilton Hotel follows this theory so that fair amount of work can be done by all the employees.
This theory says that morale or workers should always be boosted by giving them appraisals on
timely basis.
Contingency theory: As per this theory of management, Manager of Hilton should consider all
the situations and aspects that are important while taking any decision. This theory is based on
that approach which classifies that behaviour of management is entirely depends on situation for
which decision is meant to be taken.
Leadership theories
Trait theories: This theory says that people have some qualities which makes them a
good leader such as Extrovert or self confidence and good communication skills. This all traits of
a person helps him in becoming a potential leader. Trait theory of leadership focuses on
analysing mental, physical and social characteristic in order to gain more understanding of what
is the characteristic or the combination of characteristics that are common among leaders.
Behavioural theory of leadership: In this theory specific behaviour of a leader is
studied which helped him in attaining success (Kandampully, Zhang and Jaakkola, 2018). This
theory focuses on action and work of a person rather than mental quality of an individual.
Participative Theories: Participative leadership theories says that best leadership style
is one that focuses on other individual rather than one own self. These leaders promote
participation and contributions of group people and help group members feel more relevant and
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committed to the decision-making process. In participative theories, however, the leader retains
the right to allow the input of others. Such theory of leadership is very helpful in promoting and
motivating employees. As it promotes employees involvement by leaders in organisation.
Situational leadership: This theory says that there is no single best style of leadership. It
changes according to different situations. Leader of Hilton adopts all those styles according to
the situation at that point of time so that they can be more successful.
6. Strengths and weaknesses of different theories and approaches stated above.
Contingency theory
Strengths
 This theory helps in analysing all
situation.
 It helps leaders to become effective in
all phases.
Weaknesses
 It assists lots of change in
organization.
 Employees of company feel a
sense of insecurity.
Trait theory
Strengths
 It helps in knowing leaders qualities
and set standard to know them
 This approach has long researched
analysis which supports this theory.
Weaknesses
 Many things are taught in training
period but are being inherited by
employees.
 All environmental factors are being
ignored under this theory.
Situational leadership
Strengths
This is the easiest kind of leadership style as
Weaknesses
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leader have a complete scenario in front of
them before taking any decision.
Leaders needs to face large amount of pressure
because he needs to constantly analyses
different situations
7. Managers and leaders impacts on the organisation and recommendations for future
development
Leaders and managers of Hilton hotel plays important role in improvement of company
by following ways.
 Managers provide feedback to employees on regular basis which helps in encouraging
them towards their work. Motivated employees will contribute more to a firm which will
result in overall growth of company (Peltonen, Junttila and Salanterä, 2018).
 Training is provided to new joiner by managers which helps them in gaining knowledge
about entire work system. Trained employees will contribute in better way which will
help in development of M&S.
Recommendations for future development of Hilton Hotel.
 Hilton Hotel Should hire experts for training and development of employees. Trained
employees contribute more in achieving goals of the company.
 Hilton hotel should make a different department working on the feedbacks that are given
by clients of hotel.
TASK 2
1. Introduction to operation management and explanation on the key approaches adopted by
Hilton Hotel.
Operations is an essential element of managerial system within every organisation that includes
various functions related to designing, production, sales and operations of a firm. Operation
management department of Hilton Hotel has been established in order to create the maximum
possible efficiency. It is concerned majorly with providing services in the best possible way so
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that maximum profit can be taken out from the same. This department focuses on controlling
cost in order to maximise profits.
Key approaches adopted by Hilton hotel:
Total Quality management: This approach focuses on customer satisfaction by providing
quality services to the consumers. Hilton hotel follows this approach in order to attain client
satisfaction by providing the best quality services to them.
There are majorly five principles of TQM which are followed by Hilton Hotel
 Every task must be done in quality manner by the company.
 Major focus is customer satisfaction
 There must be a strategic approach for betterment
 Hilton hotels is improving its services on continuous basis. Just in time inventory
management approach: It is that approach which says that services should be provided
as per the requirement of the customers. It helps in increasing efficiency and maximise
profits of the organisation (James and et.al., 2018). More customers will be attracted if a
hotel will provide services as per their need. Hilton hotel provide services for arrival and
departure of their clients as per their need. This helped in more booking from people
( Just in time inventory management approach,2016).
2. Roles and responsibilities of managers and leaders in successful management of the operation
of company.
Roles and responsibilities of a manager: A manager is a person who manages entire
management of a company. He carries out all the function of management such as planning,
organizing, controlling, staffing and directing.
Administration: Manager of Hilton oversee the operation of area for which is
responsible. He helps employees in achieving things by providing right direction. An impressive
manager is the one who sets a vision for organization or department, and have their staff see the
worth in that imagination (Kenul and et.al., 2018).
Training and development: It is the duty of manager to provide training to new joinee
so that they can learn complete work system of organization. This will help employees in
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learning new things and understanding work that they have to perform in company.
Roles and responsibilities of a leader: Following are the roles of leader of Hilton company.
Motivator: It is the duty of leader to motivate its subordinates for accomplishment of
goals and aims. Many a times employees feel that they will not able to perform their duties and
feel demotivated, Leader motivate them to give their best (Roles and responsibilities of a
leader,2016).Leader of Hilton gives the idea of how work should be done and motivate them to
do all work on time so that goals can be achieved.
Representative of organisation: leader of Hilton Hotel represents entire company. He
represents the concern at seminars, conferences, general meetings, etc. His role is to
communicate the explanation of the organisation to outside public. Leader represents his own
department within the firm.
3. Importance and value of the key approaches to operations management in achieving
organizational objectives successfully.
` Approaches to operational management plays a vital important role in achieving
organizational objectives. As mentioned above, Hilton hotel follows total quality management
approach and Just in time management approach which provide benefits to company in
following ways.
 Total quality management follows the concept of providing quality services to customers
which will result in improvement of services of the client. Customer is the one who gives
final result about the performance of the organization. Hence, satisfaction approval by
customers will help in achieving organisational objectives.
 TQM approach will help in increasing loyalty of customers towards a company. It will
retain customers for longer term which will result in overall increase in revenue of Hotel.
 Just in time approach provides as per the requirement of clients. It will increase overall
profitability of firm. Hence, Hilton hotel will achieve its goals by following this
approach.
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4. Evaluation of managers and leaders in improving operational efficiencies to successfully meet
business objectives.
Manager of Hilton follows these strategies to achieve business objectives.
Use of new technology: Managers and leader can focus on using better technology to
improve operations of company. This will result in improving overall services of hotel with the
help of innovative technological system. Leader of Hilton have used innovative technology by
way of providing online booking services to their clients. Hotel has its complete details on its
website.
Continuous improvement approach: This approach is followed by managers by asking
suggestion from employees of the company. Changes are implemented by managers after asking
to all the work man about the same. Results are measured by leaders to check the level of
improvement after changes has been made (Taylor and Vachon,2018).
5. Impact of external business environment factors on operational management decisions by
leaders and managers.
Following factors will have overall impact on operational management decisions.
Government Policies: Different tax laws are implemented by government with time to
time. Hilton Hotel has faced so many changes in tax rules because it has branches in more than
885 countries. Operation department follow such practices that can accept changes so that
company can survive and give a tough competition to its competitors.
Natural disasters: Natural calamities can occur anytime without any knowledge of
person. So managers and leaders should be prepared for the same.
6. Critical evaluation of the application of operations management to manage the factors that
impact on the wider business environment.
There are many factors that has wider impact on overall development of a company.
Reduction in cost is the major focus of operational department so that prices can be reduced and
it will attract more clients for booking of hotel and resorts. But on the other hand, reduction in
prices will result in loss to hotel.
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