Leadership, Management Styles, and Communication in Hospitality

This report delves into the core aspects of leadership and management within the hospitality sector, using the Marriott and Hilton hotels as case studies. It explores diverse management styles, including scientific, systems, and human relationship approaches, and evaluates leadership characteristics such as autocratic, democratic, and bureaucratic styles. The report also assesses communication processes within these organizations, highlighting the use of written and verbal communication methods. Furthermore, it examines organizational culture, encompassing power and role cultures, and discusses strategies for team leadership and motivation to achieve targets. The report concludes with a self-assessment of managerial skills and a personal development plan, providing a comprehensive overview of effective management practices in the hospitality industry.

1

INTRODUCTION................................................................................................3
TASK 1.................................................................................................................3
1.1 Different Management Style........................................................................3
1.2 Leadership characteristics............................................................................4
1.3 Evaluation of communication process.........................................................4
1.4 Organisational culture..................................................................................5
TASK 2.................................................................................................................6
2.1 Completed in PPT........................................................................................6
2.2 Completed in PPT........................................................................................6
2.3 Completed in PPT........................................................................................6
TASK 3.................................................................................................................6
3.1 Lead a team to achieve targets........................................................................6
3.2 Managerial decisions support to attain goals...............................................7
TASK 4.................................................................................................................8
4.1 Own managerial skills.................................................................................8
4.2 Career and Personal Development Plan......................................................9
CONCLUSION...................................................................................................10
REFERENCES...................................................................................................11
2

INTRODUCTION
Success needs management in activities and process of the organisation and it
have to be done by the managers. Successful organisations are having hierarchy
management which is having different levels which is having various managers
according to needs. Tour and travel industry is having a large scope for manager and it is
including several types of organisations like Hotel, travel companies and restaurants. So
this industry is having various jobs for new manager who has completed their studies in
management. These students have to use management styles to develop their firms
(Emden, Calantone and Droge, 2006). This report is having focus on the hospitality
industry which is having two leading organisation like Marriot and Hilton which is
related to the hotel. These are having different branches in big cities and they believed to
deliver luxury services to their clients. Manager is having their staff so now this is their
duty how they manage their staff members to attain their shared goals in pre decided
time limits. Manager has to use effective leadership styles like democratic leadership, to
make their organisation more productive to deliver their services. Most of the time
manager has to use their interpersonal skills to resolve problems in their work. They have
to use self-analysis to make them more effective according to the hotel and they have to
reduce their drawbacks to be more successful in their work. They have to plan for their
career and to be on a more challenging role in the hospitality industry.
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TASK 1
1.1 Different Management Style
Manager can use different types of management styles according to their work and
projects which they have in their organisation. Here are some of them;
Scientific management style; This is a management style which is mostly used in the
production line, this management is having focus on the development of production line
according to the need. Managers can use this management style to make production line
more cost effective and faster. It is also known as Taylorism because it is produce by
Fredrick Winslow Taylor. This management style is effective for those organisations
which is having large production line and they are having different types of products to
sale.
The system approach; It is having systematic stages of management factors which are
intercoonected and having dependency on each other.
Human relationship approach; Employees wnats their recognization in their
organisation by thie work. It makes them motivates towrads their work and goals. In this
management style each and every employees is having their subordinates which supports
and helps them in their work if he feels a need.
These all management styles are having big difference according to their scope and
focus of work. The democratic is most useful for the contemporary needs of hospitality
industry because it is including employees in the management and they can make better
policy and decisions for the organisation.
1.2 Leadership characteristics
The top level authority of an organisation is leading their employees, these persons
are making directions and their subordinates have to follow this. Leadership is having a
potential to make a huge change in conditions but it is possible if leaders are strong and
positive (Bancroft and Gamble, 2008). Leadership is gives a charge in employees to
make their activities more effective and faster. Here are some leadership styles which is
used in different conditions;
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Autocratic management style; this is a traditional management style which is ruled
by the higher authority of management. It is used by the Marriott Hotel, their higher
manager are making policies, rules and regulations and these have to follow by their
subordinates. In this, manager is not taking help of their middle and lower level
employees (Thomas, 2006). They are making directions and guidelines for a particular
time period which have to follow by their staff members any how. Marriott is having
hierarchy management levels but they are not including these all levels in decision
making. Most of the time higher authorities are take charge to resolve issues without
taking suggestions of their undertaking employees.
Democratic management style; this latest and effective management style used by
several big organisation to make them successful. This is used by the Hilton hotel to
make an effective management to attain their goals in decided time period. In this
managers are using their subordinates to make decisions. The Hilton hotel is having
different departments and, each department is having a manager, if any department is
having some problem regarding to work, the departmental manager arranges a meeting
with their undertaking employees to resolve the problem. Manager and employees are
making equal efforts to make their organisation more successful.
Bureaucratic leadership style; this is a type of management style which is not
having any influence of lower level employees; it is used by the Marriott hotel. In this,
leaders are having straight forward vision for their decisions and they are focused on
their aim. This leadership style is applying a set of rules in the hierarchy of management
(Morgan and Liker, 2006). These rules are helpful in decision making. This leadership
style is having some feature like; fixed duties, hierarchy of authority, technical expertise,
system of rules and written documentation. Leaders have decided a fix duty for a
particular employee on the basis of their personal skills and abilities. Leaders have made
a written document of rules which have to follow by their employees; it is having several
sub sections for different types of conditions which can be faced by the company.
1.3 Evaluation of communication process
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Hilton and Marriott both are having different communication system; both
organisations are leading in the hospitality industry for their services. They are using
communication system which is made by their leaders and managers to communicate
with their different teams. Communication is a need of business; managers are having
several topics, orders and information which have to communicate with their employees.
For an example; stock managers are having shortage of raw material of foods so they
have to make a communication with the purchase department in this time they have to
follow communication process which is prescribed by leaders.
Transformational leadership style; this leadership style is known for making
changes according to the needs of the Hilton hotel. Most of the time leaders have made a
policy to attain financial target in a particular year. In this time, they can face different
types of market and organisational conditions; it is not possible to follow that particular
policy so they have to make some quick reaction to adjust it according to organisation
needs. This leadership style is having a integration of activities according to the need of
conditions. Changing and self-awareness is also a feature for this. Manager and leader
are aware for changes which can be possible in market and organisation.
Communication process of Marriott;
Marriott hotel is using written format for communication, they are having
computer which is connected via internet connection. So whenever they have to make
communication they use it. Written format is having a characteristic, it is having clear
information e.g. if the stock manager can make a list which is having different items with
different quantity and they can send this list to purchase department to buy this raw
material immediately (Sadker Zittleman and Sadker, 2012). They are using mails which
can be used as a proof in legal formalities. But it is having drawback also, it is not quick
as a verbal communication.
Communication process of Hilton Hotel;
The Hilton Hotel is having their own communication process and system; they are
using technology to make better communication with in their teams. In the first they are
having order flow chart in hierarchy, if their top level management is having a order
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which have to be spread out in the whole hotel, they have to use this order flow chart.
This is arranged in a horizontal system. They are using written and verbal
communication process, they are using written formats for orders which transmitted in e
mail in different departments and if they are having some information which has to be
transfer immediately, they are using Bluetooth microphones for this. They are using
different type of communication process for different types of situations which is making
them stronger to make services.
1.4 Organisational culture
Every organisation is having a culture which is based on beliefs, values and
business ethics. These beliefs and values control behaviours of their employee, each
organisation is having different organisational culture which is created a regular
development in working styles. New employees always adopt organisation culture and
they behave according to it. They make their behaviour, dress code and relations as their
senior shows them (Billings and Halstead, 2015). Here are some examples for
organisational structures;
Power culture; in this type of culture, few individuals are having authority to make
decisions and policy for the whole organisation. Top level management is having their
focus on achievements not on the performance styles. It is a traditional work culture
where higher level authorities are making rules and regulations for employees and they
want results without knowing how they can achieve this. Management and leaders have
decide a target for each staff member which have to be attain in the given time period.
This culture is not appropriate for employees; they cannot implement their ideas in their
work so it is making difference in between the organisation and employee.
Role culture; this is an another type of culture where every person is having their
significant role in the organisation and they have tied with rules which is made by the
higher authorities. Each person is having their own role in cited firm and they have their
own duties which have to fulfil by their activities. Staff members are working in a chain
system and each and every person is depends on another which is making a self-
responsibility in them.
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The Hilton Hotel is having a planned change in their culture they are making
changes in roles and responsibilities. Friendly environment can make more easier way to
attain their targets so they are focused now on friendly environments (Ormrod, 2013).
Employees can perform better by making collective efforts. So the management is
making different teams for different type of work, which is increasing bonding in their
employees and making a healthy friendly environment.
TASK 2
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TASK 3
3.1 Lead a team to achieve targets
Motivation is a much needed factor to attain the targeted goals, it is having a
potential to generate work from employees. Jamie Oliver is a famous chef which is
having a speciality in typical British cuisines now they are opening a new restaurant in
London. They are having targets regarding to profits and number of customers. They
have to attain these targets by the efforts of different teams. They are having different
teams like; production team, caterer team, marketing, distributing and advertising teams.
The marketing team is having so much need of motivation because they are the main
team which can make them strong in the market (Jones, Jones and Del Camp, 2013).
Here is some steps which can motivate the team to achieve their target;
 Pay a respectable amount on behalf of their efforts and every industry is having a
fix rate on a particular time period. Jamie Oliver has to give the same salary which
is another organisations are giving to their marketing persons.
 Provide a healthy work environment to make marketing strategies and as well as
they have to make positive work environment for them. Work environment direct
impacts on the employees and it integrate them with the organisation. They feel
like a part of the firm and they make more efforts to make it successful.
 Marketing manager have to give suggestions for upcoming opportunities, as they
are working in a new market, they are having different type of opportunities like;
offices, shops and corporate which can use their products as a lunch.
 They have to use incentive scheme for their marketing teams, if someone in the
team have attain their targets the organisation is paying an attractive amount as an
incentive. This is effective to generate work from marketing persons.
 Marketing manager has to share marketing strategies of same type of
organisations of this field and they have to make examples which can be
implemented in Jamie Oliver’s condition.
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So the above all given suggestions can be used in to motivate the marketing team
of Jamie Oliver.
Maslow's hierarchy of needs is a motivational theory which is used by the organisation to
motivate their employees. Here is their advantage and disadvantage;
Advantages;
It helps to understand employees behaviours and as well as that factors which can
motivate them. By using this departmental managers can easily analyse their employees
expectations and factors which can impact on their performance.
Disadvantage;
This theory is works only hierarchy and most of the times it does not work on all of the
employees which are working in the company.
3.2 Managerial decisions support to attain goals
Most of the times managerial decisions are supportive for cited organisation,
manager are having a responsibility to manage working activities of their undertaken
employees. The Jamie Oliver is a well-known brand in the restaurants so their managers
are focused to manage their brand image in customers(Purcell and Hutchinson,2007).
The general manager wants that their products are having a original taste which is a
identification of British cuisine. Here is some type of managerial decisions are available
which proves that managerial decisions are supportive in attain goals;
Organisational decisions; Managers are making decisions which is making direct
impact on the whole organisation. These decisions are taken for betterment of the work
process and it is helpful for employees also.
Personal decisions; these are type of decisions which is taken on the basis of
performance of employee. These types of decisions are having a personal aim on
someone and it is totally based on him. If an employee is having consistent low
performance in their work, manager can make decision for training and motivation
session for them. This type of decisions is always effective to increase work ability of
employees which is also helpful to attain the organisational targets.
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Group Decisions; when manager are taking decisions with taking help of their
subordinates called as a group decision. As Jamie Oliver is having new branch in
London, they have to make integrated efforts to make it successful, their employees have
to share their ideas and feedbacks regarding to work, service and products. This is always
beneficial for the organisation and as well as for each employee, it is helpful to develop
condition of cited firm.
Routine decisions; It is taken for daily basis activities, manager is having different
type of issues in different working days and they have to solve this by their personal
skills. Most of the time, it is related to the work (Jenkins, 2009). As now Jamie Oliver is
having various types of British Cuisine in their menu so they have to maintain proper
stock to make these delicious dishes. If they are having shorting, their stock manager has
to fulfil immediately so they have to take decision for this. These all decisions are having
a direct impact on the consumer.
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TASK 4
4.1 Own managerial skills
Managers are having some interpersonal skill which is making their work easier.
These skills are helpful to make managerial decisions and to make organisation
successful. These skills are helping to make a shiner career as a manager in the
hospitality industry. Here are some managerial skills;
Communication; this is an important element for a manager, I am having different
teams which is guided by me and it is essential to be communicative with them. I have to
make communication with each member to know about their problems and their review
about work. This covering a gap in between manger and employees, it is increasing the
effectiveness of orders. Cause order cannot be followed if it is not clear(Fereday and
Muir-Cochrane, 2006). This is a type of interpersonal skill which is making effective in
my work and I can get better opportunity on the basis of this. If a manager is having
effective strategy for their organisation but it is not useful if their manager cannot
communicate it with their employees.
Time management; this is another factor which is known as a common feature in
the manager. Every activity has to be done on right time and it can be done by the time
management. Hospitality sector is having different projects as I working in the Hilton
Hotel, I am having different task which have to be performed in a single day, and this is
possible by the time management. I am setting priorities and after it I divide my
remaining time according to it. It is making me more effective in my work and I am
achieving my task properly. This is making my performance better according to the need
of the organisation and as well as this is increasing my position for top level
management. I can attain difficult task by setting priorities and time management.
So the above give skills are helpful for me to make a better career in the Hilton
Hotel, I want to be general manager in this and these skills will definitely help me to take
this position(Dredge, 2006). But I have to make increase some qualities to be more
productive for the organisation;
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Personal skill development plan
Skills How can I make better
this skill
Days to convert
these skills
Criteria to decide that
target is attained.
01.
Implementation
I can implement
strategy in a better way
by taking help of my
seniors.
30 Days
When my team achieve
task by implementing
my strategies.
02. Coordination I have to increase skill
to make coordination in
between teams. I have
to make my
participation in
different types of
strategies which
implemented in
different teams.
45 days
When my different
teams working as
single team.
4.2 Career and Personal Development Plan
It is essential to manage a consistency in the performance cause manager’s career
based on their performance. They have to make regular personal development cause
personal development impacts on the career development. As I am working as a manager
in the Hilton Hotel, I have to be more effective for organisation. I have to use my skills
to attain organisational goals. As I am having communication and time management
skills which is making me effective for organisation(Holt and et. al., 2007). But as well
as I am having some personal issues which is hampering my management work in Hilton
Hotel. I have to increase my work efficiency increase my effort sharing in attainment of
organisational goals. Right now my seniors are impressed my work and they have made
appreciation several times for my work. But as I have mentioned that I want to be
general manager of cited hotel, I have to develop more skills according to the need of the
firm. I have to analyse what are the needs of the hotel and how can I make me more
productive for organisation. I have to increase some more skills which helps in the
business and as well as for my career. I have to be more focus on my career because it is
the right time to make a change in my position. As now I have four year experience in
this industry and I have basic knowledge of this industry and management. Here is a
career development plan for my future needs
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Career development plan.
01. Where I am right now?
As I am working as a departmental manager in the Hilton Hotel, I am having a
chance to learn basics of management of hospitality industry. I have to gain my basics
for this industry to reduce basic problems of employees.
02. Where I want to be?
I want to become General Manager of Hilton Hotel, I have an attachment with this
organisation because I have joined it when I was a fresher. I have learned about
management and hospitality industry so now this is my moral duty to be supportive for
the organisation (Mills, Bonner and Francis, 2006).
03. Time period to attain this position?
I have to be on General Manager’s position in next five years so I have to be more
focus on my work. I have to take serious my work and as well as I have to focus on my
competitors which can be other departmental manager.
04. What can be supportive element for me?
I have to be prepared for future opportunities so I have to be confident on my
skills. My performance and my work is supportive element to attain this position (Modi
and Mabert, 2007). I am having healthy relations with my seniors which are making a
favour to attain this position.
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CONCLUSION
The above concluded report is having focus on the developing manager in the hospitality
industry and it is having focus on the managerial skills which is a base of a successful
manager. This report is having included different organisations like; Marriott and Hilton.
These are the leading organisations of hospitality industry. This report have been
concluded on different management styles like; democratic and autocratic which is
having a large difference in their impacts. As well as leadership style is also having a
large difference and it have to adopt according to the organisation’s targets. Each
business entity is having their own working culture which makes a control on
employee’s behaviours. Work culture is having lot of impact on the employees and their
performance. So firms have to make positive work environment which can increase the
work potentials of employees and increase the productivity of organisation. Manager has
to make self-analysis to make them better according to the organisation’s needs because
it is essential to be as productive as the requirements of the firm.
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