Leadership and Management: Dorchester Hotel Report Analysis

This report examines leadership and management practices within the context of the Dorchester Hotel, a luxury establishment in the UK. It delves into the roles and challenges faced by leaders and managers, particularly concerning cultural diversity within the workforce and customer base. The report analyzes the importance of leadership and management functions in achieving organizational goals and highlights various leadership and management approaches employed by the hotel. Key areas of focus include people skills, business skills, responsive initiatives, building morale, and the advantages and challenges of managing cultural diversity. The report also explores different management approaches, such as the systems approach, contingency approach, and scientific management, to effectively manage the industrial workforce within the hotel setting, emphasizing the need for adaptability and coordination across various departments to ensure customer satisfaction and maintain the hotel's premium image.

LEADERSHIP AND
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
Roles & challenges in leadership and management across cultures......................................3
Leadership and management approaches for effective management of industrial workers...6
Equality and diversity issues which can occur across industries ........................................10
Challenges experienced in the industrial workforce............................................................11
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Leadership in context to an organisation is the ability to influence and motivate
employees of a business firm for carrying it's respective activities in efficient manner. It
enhances the performance of an organisation by evaluating different aspects involved in
operational activities of the workforce (Warner and Zhu, 2018). It enables a firm to achieve
organisational goals and objectives keeping in mind individual goals of respective employees
working in an organisation. Leadership is the process of developing abilities of an individual
and motivating them to work out of their comfort zones that will help in providing flexibility in
firm and will establish good working environment in the business firm. It is the key that helps in
reaching out to best of the abilities of employees working for betterment of company. On the
other hand management of a firm is defined which includes proper conduction of business
activities in a business firm. It includes implementation of appropriate and effective planning
structures of an organisation with a motive to attain efficiency in working of the workforce. In
this report Dorchester Hotel is been taken into consideration with topic focusing on difficulties
when leading and managing across cultures and importance of management and leadership
functions helps the firm to achieve desired goals and different leadership as well as management
approaches used by the firm is also been highlighted. The Hotel is located in U.K and provide
wide range of services as well as products to guests or tourists. It also has many competitors
such as Hallmark Hotel, Kempinski Hotels, Corinthia Hotels etc. It is been said that if
management of a given firm is sound then there are higher chances of firm to achieve success in
it's respective business plans. By maintaining proper coordination between respective
departments of the firm it helps in increasing accountability in the workforce and helps in
avoiding up of unnecessary wastage of limited resources of the firm.
Roles & challenges in leadership and management across cultures
Leadership qualities play a significant role in managing various roles of hospitality
industry of tourism. Due to recent economic downturn of pandemic situation, managers have
faced a lot of challenges in the hospitality industry that consist of many hotel accommodations,
less travel visits from different cultural destinations, more safety norms etc. These issues hereby
should be solved instantly and require good management leaders to act upon their people skills
as well as business skills.

In context of The Dorchester Hotel, one of the leading 5-star hotels in United Kingdom
have examined various roles & skills a leader in hospitality industry should posses mentioned
below:
People skills
Fair remuneration to employees with reward incentives for good performance motivates
them to improve their management roles such as ability to solve problems, work on non-verbal
communication, maintaining strong customer relations etc. The Dorchester Hotel measures
employee performance weather good or bad on the basis of their delegated work and gesture
towards guest visits at hotel. Every staff member working be it receptionist, manager, front-line
workers or room service employee are trained to be self- leaders and be responsible for their
particular job roles (Sheriff, 2017). Customer relations is also an important aspect of every
worker in hospitality which includes, solving guest complaints, introducing hotel policies and
handling of customer grievances etc. Travellers from all over world have different cultures and
come from variety backgrounds having distinct languages. Managers with good communication
& knowledge of different languages can help solve this issue of understanding among varied
guests visiting the hotel experience.
Business skills
In relevance to chosen hotel company, managers are required to have good skills such as
knowledge of computer technology, handling of procedures in bookkeeping, checking all bottom
line documentations etc. Various decisions are taken in relation to current situations such as
cleanliness of rooms, maintenance of proper hygiene standards, sanitization and use of signs &
symbol boards to people not aware of certain languages.
Leadership & management roles
Responsive initiative- Before starting a particular work , The Dorchester Hotel make sure
that their leaders take the initiative to respond to every action subordinates are taking by
explaining them the policies & plans of the enterprise. (Sheriff, 2017).
Confidence and motivation: Hospitality industry itself leads many people to establish a
common goal such as customer satisfaction through attainment of group activities. Therefore,
chosen hotel make sure that their leaders making groups should be confident enough to make
followers who respect his decisions and also motivate them towards achievement of a common
objective.

Building morale & coordination in work environment- The management role of chosen
hotel manager here is to build a positive culture at workplace that boosts staff morale utilize their
abilities to achieve centric goals. Also maintaining coordination within teams at The Dorchester
experience provide a competitive advantage to company over others in hospitality sector.
Leaders of hotel here synchronize personal interests of every worker with organisational
objective to fulfil primary motive of both resulting in effective coordination.
Advantages & challenges of managing or leading cultural diversity at chosen workplace
context
Diverse cultural perspectives: Employees recruited from different cultural backgrounds
prove to be more productive for organisation as they may inspire innovation & creativity having
wide range of viewpoints personally or professionally. In context of The Dorchester Hotel,
colleagues from different culture faced a challenge of their voice not being heard at times of
inclusive autocratic culture. For such a situation leaders were told to inspire diversity of thought
at chosen hotel to innovatively deal with new customer needs & wants (Ruben, De Lisi and
Gigliotti, 2016).
Local market insights & multicultural teams: Expansion into new markets give a
competitive advantage to multicultural teams of any organisation in tourism sector. Multicultural
workforce have several benefits such as local connections in hospitality industry, native language
skill knowledge, regional understanding etc. to boost up the business internationally. But the
cultural team may lead to negative stereotypes & prejudices among distinct religions. In
relevance to the chosen Dorchester Hotel, the primary role of leaders is to establish integrity
among multicultural groups having conflicting opinions (Sayadi, 2016).
Professional communication & work styles: Recruiting from a diverse talent pool help
chosen hospitality & tourism firm launch more adaptable range of services to guests through
good professionally communication. Since workers are from different regions, professional
interaction is just not enough to unite them work together. As misinterpretations is a big problem
they may face having varied work styles. Role of Manager in context with chosen hotel is to
make sure migrant staff members don't face any problem regarding navigation of visa,
expenditure of accommodation or proper implementation of employment laws ethically. Also
leadership roles are to boost morale of employees by creating mutual respect among each other
with good understanding skills.

Cross-cultural opportunities & etiquettes: People from different cultural background get
a fair advantage of personal & professional growth together in a team. Since they get to explore
new ideas, values, behaviour & skills of each other. Managers and leaders face a challenge of
etiquettes employees value or consider to be important may raise conflicts amongst one another
in chosen hotel company. In context of The Dorchester Hotel, creating a healthy competitive
environment among diverse cultural workforce will result in better productive outcomes.
Dealing with different cultures in chosen firm, leaders play a significant role in directing
his subordinate towards a particular achievement path of clearly defined goals in tourism
industry. Cultural perspectives therefore comes with various dimensions such as inequality
acceptance among diversity employees in hospitality firm. Other dimensions are Individual or
collective success decisions, Masculinity vs femininity perspectives, long term or short term
orientation level in accordance with the company objectives. It is important how leader manages
to interact with teams consisting of multicultural backgrounds influencing different aspects of
management. Leaders doing Natural interaction with individual employees has helped chosen
hotel expand their leadership teams. Also motivated staff to actively participate in every event or
activity organized by The Dorchester Experience leading them to flexibly adapt in dynamic
hospitality & tourism enterprise (Pihlainen, 2016).
Leadership and management approaches for effective management of industrial workers
Every organisation needs to effectively manage their workforce in order to gain desired
results from various departments in a timely manner. This is because workforce are an essential
aspect of every organisation despite their size, nature of product or range of commodities
offered. Management of workers in an industrial organisation is necessary step for overall
development of the company as it increases the output and quality of work of each employee and
results in collaborative effort between workers of various departments to accomplish various
organisational goals (Renz, 2016). This is helpful in increasing the profitability and productivity
of the firm for perpetual success of the company in every field. Management approaches used for
effective management of workforce in relation to premium hotel The Dorchester in Park Lane,
London is provided below:
Systems approach to management
This approach to management views each organisation as a system which consists of
various sub elements which work together in a collaborative fashion to conduct tasks for the

overall benefit of the systems. In other words the systems approach to management concentrates
mainly on the interrelation and dependency on each department present within an organisation to
accomplish various goals which pave way for success of the firm. This management approach
requires evaluation of each element as a different part of the organisation conducting various
functions and evaluation of these elements as part of the larger organisational system is also
essential for construction of policies which increase the efficiency of the company and assist in
reaching an advantageous position in the industry. In relation to the London based hotel the
Dorchester, this approach to management provides required assistance for effective management
of various divisions of the Hotel such as Housekeeping division, Front office, HR department
and many others to work with co-ordination and provide maximum satisfaction to each consumer
for maintenance of their premium image (Higgs and Dulewicz, 2016). This helps the
establishment enhance experience of each consumers as all their needs and expectations are met
effectively and swiftly due to collaboration from various divisions of the firm.
Contingency approach to management
This management approach states that as every business faces various conditions, there is
no singular approach for solving conflicts and management of organisation during decline in
output as the causes are different in various cases (Lehtonen, 2018). This approach to
management concentrates on management of different situations depending on the variables and
characteristics of the issue. The management department should not apply the same management
approach to every circumstance and change their style in accordance to the problem. In relation
to the respective establishment, this approach to management is helpful in tackling different
situations faced by the company in management of workforce by changing their procedures for
management depending upon the conflict. This results in swift management of various issues as
it allows usage of wide range of ideas for solving any barrier to maximum efficiency of the
workforce. Apart from this, the mangers gain flexibility in solving various issues as they have a
wide variety of options for managing the issues related to staff.
Scientific Management approach
This approach for effective management of workforce is centred around the belief that
every decision related to management of employees can be showcased in mathematical terms
and equations. Thus, any problem faced during management of workforce is easily solved by
understanding the mathematical variables at play and finding the solution in rigid mathematical

terms. This approach to management is formed due to the increasing expansion of industries and
increase in complex factors affecting effective management of employees and the need of
mathematics and scientific elements to solve such complex problems. In relation to the
respective company various tools provided by this management approach such as operations
research, simulations and construction of models to identify the cause of problems in workforce
management is used by the given organisation to manage various problems and construct a plan
which helps the company understand various conflicts of their workforce (O’Neill, Sohal and
Teng, 2016) . Mathematical methods are helpful for the company in effective management of
various tasks as they deal with a large quantity of consumers on a daily basis. This approach is
not useful when the management issue is related to perspective and emotions of employees and
can not be used in every situation.
Human relations approach
This approach to management is based around the human component of every
organisation. This approach focuses on the significance of impact on the workers output and and
their satisfaction level by various social and emotional factors such as relationships between
workers and their superiors, social groups within the workplace, communication portals and
structure of casual leadership in the workplace (Armstrong and Taylor, 2020) . Personality of
each employee and their association with the company is a chief factor affecting the output of the
firm cording to this approach. This approach is unique from other management techniques
because the inherent emotional and social factors which are present in every situation related to
workforce are addressed in this approach. By the usage of this approach, the Dorchester hotel has
been able to understand the human components such as cultural backgrounds, social groups
based on religious or cultural similarities within their workforce which has impacted positively
on overall workforce management (Hitomi, 2017) . This is because such components can only be
understood through the lens of this approach and assist the management tackle conflicts which
affect the output and quality of work formed due to cultural or social factors.
Group behaviour approach
This approach views every organisation which involves employees working as a group as
a kind of social being with charterers and dynamics similar to a social group. This theory states
that group dynamics have a huge impact on the daily activities of the workforce and each
individual employee should be considered as part of larger social group. As the respective

organisation includes employees working together to provide each consumers effective services
and enhance their consumer experience, this approach provides required aid in understanding
casual aspects such as communication ways between workers and achieve effective
organisational behaviour by understanding group dynamics present in the firm (Litterer, 2018) .
Leadership Approaches
Leadership means giving instruction or directing the employees to fulfil the organisation
need and motivate the people or group of people to achieve the target effectively. (Hallinger,
2016). The leadership approach or skills is applicable at all level of management from mangers
to employees. Leadership influence people and to have a vision , it is not only about managing
the people and their work. To be successful leader they should recognize the achievement of
others, act fairness they should not differentiate between the culture, long term plan. The
common approaches of leadership are as follows:-
Democratic Leadership :- This style is also known as 'participative leadership' . This
style means where the lower level managers hold their position for future and also take decision
in board meeting of the company. The employers take opinion from their employees. In context
to Dorchester, they tell employees what to do and they have to do (Hallinger, 2018) .
Autocratic Leadership:- In this style of leadership, they take decision without taking any
opinion from others and their motive is to follow the leader. It establish roles and duties, rules
that clearly communicate. In Dorchester, the manger control all decision and any employee give
opinion they only choose on the basis of judgement and ideas.
Laissez faire leadership:- This style means the the employees can do whatever they want
to do. This approach is opposite to the autocratic leadership. In Dorchester the supervisor
monitor their employees and give feedback to their performance.
Transformational Leadership:- It means the leaders give the task to complete on time.
They push the employees outside to their comfort zone, the leader give deadlines to complete
and after they give more challenging task to complete. In Dorchester, they motivate their
employees to see how capable they are. This approach can be in risk when the they don't receive
the proper guidance and the new responsibilities.
Transactional Leadership:- It means the leader give the incentives to their employees
when they do precise work and it motivates. This approach motivates employees and review the
performance of employees. In reference to Dorchester, roles and responsibilities are establish for

employees and review how they put their effort in work in worth time. They give rewards to their
employees.
Bureaucratic Leadership:- This leadership is not as autocratic leadership rather in this
approach leaders consider and listen the opinion of employees but when the the employees
opinion is against the company policy or if there is conflict in the past practices they reject it. In
Dorchester, supervisor fix duties of employees and they apply the rule for decision making
(Haile, Emmanuel and Dzathor, 2016) .
Situational Leadership:- According to the situation they adopt existing environment and
organisation needs. This approach is flexible and they modify the style as the requirement
changes of the organisation. When the needs of the organisation changes they have to move from
one approach to another . In context to the Dorchester, when the management change their there
style according to requirement they have to see that strategy fits to new changes (Grigorenko,
2019).
From above discussed matter, it has been examined that management is wider term &
includes range of approaches. It is crucial for both leaders & managers to be aware about such
methods on basis of which it become easier to make decisions in appropriate way. Further, by
properly using of these methods, leaders become well aware of using their style in most efficient
manner.
Equality and diversity issues which can occur across industries
Leadership and managers have wide range of roles & it is important for them to focus on
these challenges which can be faced by them when managing across cultures. It is crucial to
focus on information regarding cultures so that it is easy to make decisions in effective manner.
Equality & diversity is a large concept which is adopted by every enterprises with aim of
managing relations amongst people & market. There are various types of difficulties which are
faced by leaders of Dorchester when managing across cultures which are discussed as follows-
Work style- In this difficulty, the working style of every individual is different from each
other. It is important to focus on different work style on basis of which it is easy to achieve
positive results. In relation of Dorchester, the work style of managers & leaders rely on work
load.

Information gaps- It is another issue which is faced when leading & managing across
culture is being done as due to gaps and difference in viewpoint of individual culture which
impact upon role of managers as well as leaders at larger scale.
Equality and diversity is important concept which is needed to be considered with proper
considerations. It is because across cultures, perception of people on equality as well as diversity
is different.
Acceptance and respect- It is viewed as fundamental value that leads to successful
diversified workplace. In relevance of selected entity, employees, tourists are presented of
different cultures which impact on organisational strategies at wider level.
Gender equality- It is another issue which occur across industries as because in this
competitive world, every individual wants to access to equal opportunity & there are many
people in enterprises which focus on gender equality in both negative as well as positive way. In
relation of chosen entity, they solve manage this issue by hiring both men & women relying on
their talent rather than on gender (Fischer, 2016).
Therefore, from above discussed matter, it is seen that it is essential to identify the issues
of equality & diversity which can occur across industries so that goals & objectives are achieved
in proper manner., Furthermore, it is crucial for both leaders & managers to focus on processes
& procedures of organisation whether they are being processed in proper manner or not.
Challenges experienced in the industrial workforce
There are number of challenges been faced by an industry while conducting it's business
activities. Whether it might be external which includes competition, change in government
policies, social, political, technological environment of a business firm, or it might be internal
which consists of internal disputes, lack of coordination, lack of motivation in an organisation. In
regards to chosen organisation it's higher authorities aims at solving any issues or challenges as
soon as possible and makes it sure that it doesn't affect working of firm for a longer period of
time (Gotsis and Grimani, 2016) . With light to the fact that every organisation whether it is
small scale or large scale have to go through respective challenges in the workforce while
formulating as well as implementing it's operational activities. Management of chosen
organisation keeps in mind various aspects of challenges faced by the firm and ensures better
working of the firm towards it's success in objectives. Various challenges faced by an
organisation can be divided into two parts which are;

INTERNAL CHALLENGES
Problems with colleagues: In this it is to be provided that if in a given organisation there
lacks good communication between respective departments of the business firm. It leads to arise
in miscommunication which further leads to disputes in an organisation. Due to this it affects
productivity of an organisation and creates a loophole in success in companies objectives. In
context to chosen organisation management master this challenge by promoting teamwork and
equality. They treat respective employees of an organisation equally irrespective of their caste,
religion etc. This helps in creation of healthy and more productive environment of the workforce.
Unwillingness to acknowledge problems: If in an organisation the way to approach
challenges are casual it becomes hard for it's management to cope up with new challenges or
marketing trends. The management of concerned workforce overcome this challenge by adopting
to various innovative approaches in their planning function and works as per trending demands
of respective companies customers. It helps the business firm to establish it's goodwill for a long
period of time and boosts of net sales of an organisation (Bogataj, 2019) .
Lack of integrity: Due to rise in competition in business and corporate fields,
management sets various standards in respective operational activities of a firm. In order to boost
moral of each employees working for betterment of an organisation. However, this leads to
creation of unhealthy competition in working environment of the firm which results in
hampering human trusts between employees and lacks personalisation in working environment
of an organisation (Carter and Peters, 2016) . With relation to chosen company, it management
overcome this challenge by promoting feeling of love and working as a team in the workforce.
It's management carries respective personal goals of employees with completion of goals and
objectives of an organisation.
Ineffective training and development programs: Due to improper training and
development sessions given to employees of an organisation may lead to undefined respective
job roles and may lead to stress and poor productivity of an organisation as a whole. To
overcome this issue management of Dorchester keeping in mind limited resources of the firm
provides effective training sessions to their employees that helps in better their better
performance towards organisational goals and creates healthy working environment in the
workforce (de Sousa, 2018). It enhances adoption of innovative approaches for conducting

various operational activities and provides a bridge towards better growth by achieving
companies goals and objectives effectively.
EXTERNAL CHALLENGES
Uncertainty: It is very well known that there are high uncertainties in performing
respective tasks of an organisation. For any business firm it becomes hard to predict that their pre
decided plans and policies by it's management will get success in it's operations or not. Most of
the time business policies are to changes due to changes in external environment of a business
firm. For tackling with this challenge, management of taken organisation focuses on formulating
flexible plans in the workforce which are easy to modified as per marketing trends and needs. It
helps the company to cope up with dynamic environment of a business firm and serve best to
respective companies customers (Bush and et. al., 2019).
Globalisation: Due to globalisation business firms from various nations got the
opportunity to sell their respective products and services in international markets. Although it
helped companies to increase their market presence but it lead to increase in competitions that
lead to closure of small scale business enterprise and also impacted sales of large scale industries
also. In order to compete with this challenge management of respective firm adopts various
marketing trends and focuses on customer demand based productions.
Technological Advancement: As due to increases in day to day advancements of
technologies it becomes important for the management of a business firm to keep up with pace of
it. As technologies makes respective tasks of an organisation easier and finds an effective way to
pursue organisational goals and objectives. In regards to Dorchester, higher authorities of the
firm focuses for adopting various new technologies and finds innovate approaches to do
respective tasks of an organisation.
It is stated that discussed paragraph shows about internal & external challenges that are
being faced within industrial workforce. Moreover, it is duty of manager to make ensure that
these challenges are properly examined so that positive output is achieved. Industrial workforce
faces such challenges due to flexible situations in market. So, effective strategies are needed to
be implemented on basis of which it is easy to access to solutions in proper manner (Bogataj,
2019) .

CONCLUSION
From above discussed report, it is concluded that it is important to manage leadership
and managerial activities so that goals are accomplished appropriately. So, discussion has been
made on difficulties when leading and managing across cultures. It is evaluated that it is
necessary for hospitality industry to have knowledge about different cultures so that it is
convenient for them to carry out their business activities. Furthermore, it is too analysed that
they need to adapt changes after recognition of culture & market of tourism so that appropriate
type of decision making process is processed.

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