Report on Management and Operations at Hilton Hotels (Unit 4)

This report provides a comprehensive analysis of Hilton Hotels' management and operational strategies. It begins with an introduction to Hilton Hotels, exploring its organizational structure and the roles of managers and leaders, differentiating between management and leadership. The report then examines the application of management and leadership in various organizational situations, evaluating the strengths and weaknesses of different approaches, and assessing the impact of leaders and managers on Hilton, offering suggestions for future improvements. Part 2 introduces the key operations of Hilton Hotels, detailing key operational functions and identifying the responsibilities and roles of managers. It further explores operational approaches, evaluates the influence of the external business environment, and proposes strategies for improving operational efficiencies to meet business objectives, incorporating management and leadership approaches. The report concludes with recommendations and a summary of the findings.

Unit 4 -
Management and
Operations

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
PART 1............................................................................................................................................3
Introduction about Hilton hotels..................................................................................................3
Role of manager and leaders and difference between management and leadership....................4
Application of role of management and leadership in different organizational situations..........4
Strengths and weaknesses of different management and leadership approaches........................5
Impact of leaders and mangers on Hilton and required future improvements.............................5
PART 2............................................................................................................................................6
An introduction to the key operations of Hilton hotel.................................................................6
Key operation functions and identifying the responsibilities and roles of manager....................7
Explanation of key operational approaches to operations management.....................................7
Evaluation of impact of the external business environment factors that generally affect the
decision of managers and leaders................................................................................................8
Improving the operational efficiencies to meet the business objectives using management and
leadership approaches-.................................................................................................................8
RECOMMENDATIONS.............................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Management is a process of planning as well as organizing activities and resources of
business generally to achieve particular goals or objective in an efficient and effective manner.
Efficient in the management means to complete the tasks in correct manner and at minimum
costs. Hilton hotel is an global brand and it is located in McLean, Virginia, United states. The
organization target market is corporates, Leisure travellers, families and many more. This report
includes the brief introduction of the organization structure. Along with this the report also
define the roles of leaders as well as mangers and also highlight the different between the
leadership and management. The report also analysis different roles of leadership and
management in the application to the different organizational situation. Report also includes the
strength and weaknesses of leadership and management with the support of theories of the
leadership. Moreover, the report will also introduce key operations of an organization. As well as
details of each key operation functions also identify roles and responsibility of the managers in
key operation. Furthermore, report also includes efficiencies that can be improved to successful
meet the objective by using the approach. Report will include some recommendation for future
improvement.
MAIN BODY
PART 1
Introduction about Hilton hotels.
Hilton hotels is a well- known and a well recognized name in the overall hospitality
sector or industry in particular. The services and the operations of the hotels are conducted in
different countries present all around the world in particular (Loughnan., 2020). It is basically a
global brand name of full service resorts and hotels as well. The company was founded by
Conrad Hilton. And was founded in the year 1919, which makes the company present in the
market for more than a century in particular. Hence, the company also has a lot of experience
related to the market and the changes that occur in the market, as the company has sustained
itself through these changes over the decades of its presence in the hospitality industry.
The company mainly follows the hierarchical management and organizational structure in
particular (Tran. Bisazza. and Monz., 2018). This is because of the major reason which is the
size of the company in particular. Due to the size being massive, which means the company
operates in around 94 countries with around 580+ branches of its hotels in these countries it

requires this structure only. Also, the structure can be described as divisional as the overall
business is divided into three divisions in particular, which are, ownership division, which
consists of 146 hotels, timeshare division, which has 4419 hotels and franchise and management
division, which has around 45 properties.
Role of manager and leaders and difference between management and leadership.
Managers and the leaders play a major role in the overall growth as well as development
of the company in particular (Chiu. Balkundi. and Weinberg., 2017). Managers are the
individuals that are specifically responsible for planning, organizing, preparing budgets,
coordinating, and further controlling and executing the activities or the tasks within the
companies in particular. Whereas, on the other hand, the leaders are the ones who basically set
the goals and the objectives for the team members for the purpose of encouraging the employees
to perform more enthusiastically as well as confidently. Both of these are equally important for a
company in particular.
There are many differences between the concept of management and the concept of
leadership as well, where on one hand leadership is referred to as a skill mainly for the purpose
of leading others in the organization, on the other hand, management is basically an art for
organizing things and coordinating things systematically and also in a manner that is considered
to be efficient (Bolden., 2016). The basis of leadership is trust and the basis of management is
control. The concept of leadership basically focuses on inspiring the people and also encourages
change and the concept of management on the other hand focuses on management of the
activities within the company and it also brings stability.
Application of role of management and leadership in different organizational situations.
Mainly in a company that is as big as Hilton hotels, and also has a huge customer base in
particular, the company obviously is required to have management and leadership that is efficient
and is also effective in particular (Pettinger., 2020). The major theory of management that is
defined by Henry Fayol is that management has five major steps. And if these five major
functions are performed proficiently within a company and in accordance to the internal and the
external factors impacting the working of the company, then the growth is obvious in particular.
First the classical approach is used in Hilton, for the purpose of dividing the work
between the employees. The pay and the compensation policies are also formed within the
company to fulfil the basic needs of the employees. The scientific approach of management style

is used for making major improvements in the levels of productivity of the employees by using
scientific approaches (Bucata. and Rizescu., 2016). The systematic approach to management
basically focuses on the procedures and the practices of management. This also helps in creation
of procedures that are specific and precise and are basically used for the completion of the tasks.
The contingency approach supports in solving complex and critical issues of the hotels. Human
relations approach makes the employees of the company a very major resource which further
helps in enhancing their performance by understanding their needs. Therefore, the management
styles used by the company are authoritative, directive and coaching.
Hilton hotels uses the autocratic leadership style for the purpose of management of the
manpower inventory present within the company in particular (Chukwusa., 2018). Precise
commands and orders are basically given to the employees and the company expects the
employees to efficiently work as per the responsibility and the work that is assigned to them.
Strengths and weaknesses of different management and leadership approaches.
The major advantages of directive leadership in particular are that it allows to provide a
structure to the tasks that are unstructured, it focuses on the security and the safety, it also creates
clarity among the roles of the employees, it is also easy to learn and lastly, it enhances the
motivation levels of employees. The disadvantages are, it basically restricts certain employees to
take initiative, it also avoids collaboration, also the increase in the burden levels of the manager
happens and it also reduces the morale levels of the employees. In authoritative management
also, the managers bring clarity and the major goal is growth and sustainability of goodwill. One
of the major con is that the responsibility of the management in this case increase too.
In case of leadership the autocratic leadership has pros as well as cons. As per the pros in
this style the decision- making process is not time- consuming, the goals of the organization are
reached unambiguously, the chain of command is clear and precise, the levels of productivity
also improve and the employees are also encouraged and motivated. The pitfalls of this
leadership style are, the creativity levels of the employees within the organization is mostly
stifled, the alignment of the employees vision and the company's vision is not always possible,
this can further reduce the morale of the employees and the levels of autonomy are also reduced.
Impact of leaders and mangers on Hilton and required future improvements.
The managers and the leaders in a company that is so big, deals in various countries, with
diverse variety of people or individuals, and has a recognized position in the market and motive

of working sustainably is very relevant. As per Hilton hotels the company is using the best
possible and the most suitable strategies and techniques within the company. The managers and
the leaders have a major impact on the maintenance of the goodwill of the company and
improving the revenues of the company as well. This is because the tasks are precisely assigned
to different individuals as per their competency, qualification and proficiency. This also supports
in better performance of the employees which further leads to competitive advantage for the
company.
The only aspect which needs development is the levels of pressure and burden on the
leaders and the managers. As they are also individuals, and employees of the company, the
implemented techniques and theories burden them a lot. This might further harm their quality of
work. This might also impact the overall employees of the company as they work according to
the managers and the leaders. Hence, the company needs to implement delegation of work and
responsibility for decreasing the stress and work load on the managers and the leaders.
PART 2
An introduction to the key operations of Hilton hotel
The need and requirement for right people in right potions or department is very
important for any hotel business generally to run successfully (Bagnera. Stewart. and Edition.,
2020). Hilton hotel is provided many services to their customers. They provide good quality
services to the customers as per their need and requirement. The Hilton Hotels can be classified
as full service hotel. Accordingly, as range of its services is very extensive as well as includes
meeting, wedding and also banquet facilities and some special event services, retail facilities, gift
shops, restaurants and an lounge, swimming pools, food and beverage services and other
services. Since it is a luxurious hotel, so they generally offer a various set of superior quality
services with premium price.
Front office department:
This department is performed different functions such as reception, room assignment,
reservation, registration, settlement of the bills of guest and many more. The Front Office
employees are generally responsible for welcoming guests, check-ins as well as check-outs and
room bookings (Rutherford., 2021). As a first point of contact with the customer or visitors, they
usually play a huge role in the customer service as well.
Sales and marketing:

This department generally keeps up as well as utilizes marketing channels to make advantage of
the hotel. The need to spread brand message, and also convert projects to the guests, so Sales &
Marketing team is generally perfect go-to. There are credible Hospitality sales as well as
marketing agencies that generally effectively carry out tasks for organization.
HR:
This is an important department of an organization. They manage the human capital of the
organization. How to manage or handle the task and employees in an organization. They are
responsible to select the right candidate for the right position in an organization. They prepare
the motivation as well as training and development plan for the employees so the employees feel
motivated and do their work in effective manner.
Key operation functions and identifying the responsibilities and roles of manager
Key operation function of the Hilton hotel are HR, finance, front office and many more.
The roles and responsibility of manager are:
 The role of manager is to hire skilled as well as talent candidate so the vacancy is full fill
by the suitable candidate (Legrand. Chen. and Laeis., 2022).
 Its manager responsibility that they have to put the right individual in the right place on
right time.
 To look after activities to be accomplished on time with desired result.
 To manage resources as per or according to their potential and skills.
 Manager also analyse the need or requirement of the employees as well as to motivate
them to do task in effective manner.
 Manager has to work with the leaders to increase productivity as well as potential of the
employees.
Explanation of key operational approaches to operations management
The approaches are mainly used to understand operation management better. However,
these approaches generally help in analysis situation in an organization as well as taking the
actions accordingly (Davahli. And et.al., 2020). Just in time is an approach use in the Hilton
hotel. This methods helps generally focusing on process of the production. The production is a
process is to completed on time as set targets. This also helps mainly in obtaining the result that
are set earlier in the planning. With the help in decreasing the wastage of resources as well as
using them to their full potential give positive impact on operation.

TQM is total quality time is a process is help in the planning for long period as well as
help to get more success (Dzhandzhugazova. And et.al., 2016). The success result particularly
for long period of the time and also helps in earning profit. This approaches helps in maintain the
quality as well as price of the services and product that is offered by an organization to their
customers.
Evaluation of impact of the external business environment factors that generally affect the
decision of managers and leaders
Demographic factor:
The companies with the successful services and products also evaluate this factor of their target
market to make sure they will meet the need and requirement of the customers. So it will affect
the decision-making of the managers and the leader. Such factors are age, nationality, gender,
income , level of education and many more.
Competitive factor:
The business can also increase their market share to take competitive advantage in the market.
As the Hilton hotel has a wide market and also a lot of the customers the decisions need to be
more specific and according to the demands (Ivanov., 2019). This mainly depends on the
manager and the leaders as in Hilton the autocratic leadership style is used. This give all the
authorities as well as responsibilities to the leaders. Proficient leaders will support the employees
which will increase the productivity levels of the employees in the company. This will further
provide the company with competitive advantage. Hence, it totally depends on the way of
leading and managing the HR and the financial resources within the company.
Improving the operational efficiencies to meet the business objectives using management and
leadership approaches-
It is very important for the companies to improve the efficiency of the operations as this will help
them in meeting the goals of the organisation and this leads to the successful organisation. There
are various leadership techniques which will enable the Hilton Hotel to improve its operation
such as-
Understanding the business operations: It is very important for the managers to pay attention
towards the business operations as this will help them in understanding the areas where the
improvements are required. All the systems which are used within the operations of the Hilton
hotel must be evaluated through KPI’s.

Providing the training to the employees: The one of the most important aspect is to train the
employees as this will enable the leaders to feel valued for the employees. This improves the
productivity of the employees as through this the employees stay motivated and inspired by the
leader (Tien, 2019).
Prioritising the employees: The leaders must ensure to give the priority to the employees as this
will help them in increasing the efficiency in the work. The leader of the Hilton hotel must
understand this and ensure that more priority is given.
Following the above mentioned approaches of the leaders and management of Hilton
hotel will enable the companies to improve the operational efficiencies of the organisation. This
will help them in improving the productivity which will ultimately lead to the success of the
company.
RECOMMENDATIONS
From the above report it can be concluded that it is very important for the companies to
effectively manage the operations of the organization. As this will help them in maintaining the
productivity of the companies through application of the approaches related to the leadership and
the management. The company must pay attention towards the operations of the company and
make the improvements wherever required. The company must develop the goals and the
objectives of the company which will help the leaders to move the employees within the right
direction and by using the various tools for the success of the company. The leadership style of
the leaders must be according to the situation as this will enable them to motivate the employees
to work for meeting the objectives and the goals of the organisation.
The company must adopt the technological advancement within the organisation as this will
improve the operations which are used within the organisation (Alayoubi, Al Shobaki and Abu-
Naser, 2020). The communication among the employees and the leaders must be clear and
effective as this will help them in encouraging the employees to develop the operations of the
organisation as there are various operations which are incorporated within the organisation. The
success of the company is highly depended on the operations of the organisation. The
companies must ensure to use the best leadership approaches to improve the operations so that
the company can achieve the objectives effectively and efficiently.

CONCLUSION
From the above report it has been concluded that management is very important in an
organization to perform well. As Hilton has good brand recognition, so they have to operate in
effective manner. The above report explain an organization structure as well as define the roles
of both the leaders and manager also includes key difference between the leadership and
management. Report also illustrated the different roles of leaders and management in the
different organization situation. Report also evaluate the weaknesses and strength of the different
approaches of the management and leadership with theories and also an introduction of the key
operations of an organization. Moreover, the report also detail each key operation function and
key operating approaches to operations management as well as their values. Furthermore, the
report also evaluate impact of the external business environment factors generally that affect
decision by manager and leader. Al last the report elaborate some key recommendation for
organization improvement.

REFERENCES
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