Leadership and Management Analysis: Hilton and Wagamama Report

This report provides a comprehensive analysis of leadership and management practices within the hospitality sector, specifically focusing on Hilton Hotel and Wagamama Restaurant. The report begins by exploring classical management theories and their application in a service industry context, including human relations management and chaos theory. It then delves into the roles of leaders and different leadership styles, such as autocratic, democratic, laissez-faire, and paternalistic, comparing their implementation in Hilton and Wagamama. The report also examines the influence of Handy's organizational culture model. Furthermore, the report reviews the management and leadership styles in the two chosen organizations and investigates internal and external factors impacting management styles and cultures. The conclusion summarizes the key findings, highlighting the importance of effective leadership and management in driving competitive advantages and organizational success within the hospitality sector.

LEADERSHIP AND
MANAGEMENT
Table of Contents

PART 1............................................................................................................................................3
INTRODUCTION...........................................................................................................................3
P1. Different classical management theories and apply these in a service industry context..3
P2. Explain the role of the leader and different leadership styles in a service sector industry
context....................................................................................................................................5
CONCLUSION................................................................................................................................7
PART 2............................................................................................................................................1
INTRODUCTION...........................................................................................................................1
P3. Review the management and leadership styles in a specific service sector organisation 1
P4. Investigate the internal and external factors that influence management styles and cultures
in one of the hospitality businesses........................................................................................3
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

PART 1
INTRODUCTION
In present business organisation, both leaders and management plays a crucial role that
aid in attaining various goals and objective of a company that is performing operations in
hospitality sector. Management refers to managing overall business and function of a company in
order to reduce all the risks and aid in running overall operations in specific time frame
(Algahtani, 2014). On the other hand, leadership can be defined as leading a group of people or
an organization in order to achieve different goals and objectives. Two different organisations
that are being chosen under this report are: Hilton Hotel and WAGAMAMA Restaurant. On the
other hand, this section of assignment will include role of the leader and different leadership
styles in a service sector industry context and a classical and contemporary management theories
are also going to applied in an organisational context.
P1. Different classical management theories and apply these in a service industry context
The classical management theory is completely based on a belief that, employees in an
organisation do not have needs related to job satisfaction or social needs, the requirements which

employees have are only physical or social needs. Hilton hotel and WAGAMAMA can use this
theory for achieving their goals and objectives by applying some tough changes in organisation.
Application of classical management theory in working management of both of the organisations
are as follow :-
Human Relations management: This theory of management says that employees always
like to get engaged in a team where they can get chance to grow and develop themselves, so that
they can gain their personal aims and objectives. Hilton hotel is one the biggest hotel in the
world, and to keep themselves growing it is important for them that they should provide their
employees chance to grow and develop (Birasnav, 2014). This all will help them, in increasing
the employee engagement with organisation and also help in attaining the goals and objectives of
organisation. While on other hand, WAGAMAMA is also one of the biggest restaurant of UK
and they also provide environment which help employee to grow and improve their skills, so that
they get chance to develop themselves. Therefore, for both of the organisations it is very
important to make an environment where their employees get chance to grow and develop their
skills, so that they can achieve their personal goals and objectives. This all help an organisation
like Hilton hotel and WAGAMAMA restaurant, to achieve the targets set by their leaders and
managers.
Chaos Theory of management : This theory of management use to describe the
unpredictability of the system and use to describe the energy which is generated by the system
during their movements, but they appear like they have lack in direction or predictability
(Bolden, 2016). Hilton hotel can use this for gaining knowledge about the current conditions of
their organisation, so that they can check how far is they from their goals and what measures
should they have to take in order to gain their objectives. Whereas, WAGAMAMA also can use
this for gaining appropriate knowledge about the progress in the changes or step which they have
taken for benefits of organisation. This all help them in making future plans according to it, so
that they can attain their goals in a specific time period. For achieving this in an organisation,
both of business can use this, and for accomplishing this there is no fix set of style which they
have to use. According to contingency theory of management, they can use any style which is
appropriate according to the situation and the style which can give them result is best for them in
that conditions.

Handy's organisational culture can be used by companies for identifying the businesses
culture, which is very important for an organisation like, Hilton and WAGAMAMA. Some
factors which are described in Handy's topology is as follow :-
1. Power culture : In this organisations like, Hilton hotel and WAGAMAMA, use to divide
their power into very few people only like CEO, and other important people of
organisation.
2. Role culture : In this culture, organisation like, Hilton hotel and WAGAMAMA use to
give proper knowledge of roles and responsibilities which their employees have to
follow. This help each and every employee of organisation to maintain their work by
their own (Bolman and Deal, 2017).
3. Task culture : Task culture allow an organisation to achieve their task by some
individual or by their teams. As task is very important for an organisation, therefore the
power in a team get divided and get shifted according to the requirements (Quince and et.
al., 2014).
4. Personal culture : This is a type of culture where individual in an organisation like
Hilton hotel and WAGAMAMA use to see themselves as single entity and also see
themselves as superior then business. This help organisations to get staff which is full of
equal talent and skills.
(Sources: Handy's Model of Organisational Culture, 2018)
Hilton hotel use to follow the culture of power in their organisation, and only the big
entities of organisation have power to take decision (McCaffery, 2018). This lead to make the
Illustration 1: Handy's Model of
Organisational Culture

organisation stronger in power and decision making and also help in achieving goals and
objectives in effective manner. WAGAMAMA use the role culture in their working, this help
them in making a strong control over their system and also help in effective working of
employee. As each and every employee is aware about their roles and responsibilities so that
they can take decisions by their, which is best for their working (Bush and Glover, 2014).
P2. Explain the role of the leader and different leadership styles in a service sector industry
context
A leader is a person who is responsible for providing goals and objectives for any
organisation. There are different roles and responsibilities of leaders in a business (Goetsch and
Davis, 2014). The roles of leader of Hilton Hotel and WAKAMAMA restaurant are discussed as
under-
Leadership is required at all levels of management- Leadership in Hilton and
WAKAMAMA restaurant is required in top level management for providing policies and plans
to achieve organisational goals. In middle and lower level of management leadership is executed
in formation of strategies to achieve personal and organisational tasks.
Leader acts as a guide and friend- In both hotels a leader helps in providing guidelines
to team members in performing various tasks given. Leader also supports employees by giving
them advice for performing better (Chin, 2015).
Leader solicits support- Leaders need support of employees in accomplishing tasks of
organisation. In these hotels a leader analyses the suggestions of employees and implement them
in making plans for programs in hotel.
Different leadership qualities are followed by leaders to promote rules and policies in
organisation to make it profitable in business. The action of leaders in attaining goals of
company is called as leadership (Gamble and Thompson, 2014). A good leader posses all
qualities to control operations, human relation and manufacturing in the organisation. Following
is the list of different leadership styles implemented in various companies-
Autocratic- In this kind of leadership style, leader has full authority and power to make
decisions of the organisation. Leaders following this leadership does not take suggestions and
ideas of followers to make decisions. Autocratic leaders take decision on their own without
discussing them, with anybody else in the company. Autocratic leadership offers absolute control
over a group in company. Leaders are tagged as bossy nature or dictator type because they take

control over every business situation all alone. This leadership is beneficial when there is a need
of immediate solutions to business problems. Autocratic leaders are less liked by subordinates as
they take decision on their own without influence of subordinates.
Democratic- Democratic leadership is a type of leadership in which all individuals of the
company are involved in making decisions for the organisation. It emphasis on collaborative
work and freedom for giving ideas. Responsibility of providing decisions is shared between staff
members along with a leader who guides them. Democratic leadership gives mutual respect
among staff members and managers. Open and candid conversations are involved in participative
or democratic leadership. This leadership help in promotion of teamwork and togetherness in
teammates. Leaders in a democratic leadership gives autonomy to employees. This leads to
higher engagement of employees and hence overall productivity also increases. Democratic
leaders want opinions from a number of employees. These leaders are able to provide a clear
direction and decision making for teams.
Laissez Faire- This leadership is also known as delegative leadership. In this type of
leadership leaders do not involve in decision making process rather decisions are taken by group
members. According to researches this leadership style results in lower productivity. Then also
there are some business conditions where there is a need of Laissez Faire leadership. A leader
following this kind of leadership do not provide guidance to subordinates or team members. A
complete freedom is given to team members for solving problems. Although power is with
followers yet leaders take responsibility of decisions and actions of team members.
Paternalist Style- In this kind of leadership an authority is involved which acts as
patriarch and employees are treated as a partners in taking decisions for business. But in return of
this leader expects employees to be loyal and trustful towards organisation (Donate and de Pablo,
2015).
HILTON HOTEL WAGAMAMA RESTAURANT
In Hilton Hotel leaders follow the autocratic
style of leadership. In a hotel industry there are
several issues faced in business where a quick
decision making is needed so leaders of Hilton
take decisions on their own without
WAGAMAMA restaurant follows democratic
style of leadership in which decision authority
is provided to team members who are guided
by a leader.

interference of other employees .
CONCLUSION
Based on above mentioned report, it is being concluded that both leaders and managers of
a company consist with different roles to manage the overall work and to develop number of
policies for the betterment of company. Through this, organisations like Hilton Hotel and
WAGAMAMA Restaurant may directly competitive advantages, productivity and profitability at
the same time. On the other hand, chaos and human relations management theories stays
effective that aid employees in improving their skills and shows all over uncertainties within the
business. Through this, right decisions can be made by an organisation at correct time.

PART 2
INTRODUCTION
In modern era, business organisations in hospitality sector follow different management
and leadership styles according to their organisational structure, goals or objectives. This section
of report is going to keep its focus on role as leader vs role of manager in Hilton Hotel and their
differences that aid hotel in reaching to new heights. Through this, maximum benefits could be
gained by hotel in specific time frame. On the other hand, internal and external factors that
influence management styles and cultures within an organisation has also been included under
this report which will aid in understanding the concept of both leadership and management at the
same time.
P3. Review the management and leadership styles in a specific service sector organisation
In modern time, hospitality sector is carrying a versatile nature where consumer needs,
trends and more gets changes on a regular basis. Thus, it can be said that both leaders and
managers of any organisation under hospitality sector needs to understand them in order to
become much more effective within a company. Since, Hilton Hotel is a global brand of full-
service hotels along with the resorts, it offers different things like accommodation, food,
travelling, event space, conferences and more. Thus, it is necessary for leaders and managers of
this hotel to focus on range of changes and then plan to attain common goals of Hilton Hotel to
grab a good position at marketplace (Van der Voet, 2014). In present context, Hilton hotel
consist of both effective leaders and managers in different hotels in all over the world and they
are carrying various roles and these are given below:
Role of a Leader in Hilton Hotel Role of a Manager in Hilton Hotel
One of the main role of leader in Hilton Hotel
is that he/she bring innovation within the
company, that means leaders makes
modifications among policies so that hotel may
directly start offering customers with right
services as per the trends.
Main role of a manager in Hilton hotel is to
manage the overall work in specific time frame
so that no risks takes place within the
operations and working of Hilton. Through
this, a manager could directly aid Hilton hotel's
employees in improving its skills, performance
at workstation and living standards as well.

A leader in Hilton Hotel basically plays an
important role i.e. role model. That means,
leaders in Hilton hotel basically being treated
by employees (subordinates) as a role model.
They stays motivation and filled with full of
enthusiasm which ultimately aid them in
motivating others in Hilton.
Another role of manager of Hilton hotel is that
to stay reactive rather than proactive because, a
manager basically believes in a range of
traditional approaches that means, using the
same things without modifying it where tried
and tested approaches are used in order to pull
out favourable results in specific time frame.
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Proactive approach is being used by leaders in
Hilton hotel which helps in reaching to new
limits and aid individual in developing
effective range of policies for employees and
company to reach to an all new level within the
existing marketplace where Hilton is
performing its operations.
Strikes on efficiency is being considered as
another role that manager of Hilton hotel
basically carries at workstation. Through this,
manager selects the best or effective employees
which aid them in hitting desired targets in
specific time frame.
Motivating others can also be considered as a
role of leader in Hilton hotel and through this,
individual basically delivers speech or
develops a range of policies as well related to
reward system so that skills of staff could
effectively be improved and company would
start hitting its targets as well.
Stick to rules regulations made by government
or by leaders can also be taken as a role of
manager within Hilton hotel in order to reach
to new heights. Through this, maximum
benefits are being gained by individuals as per
their requirements (Fernández-Muñiz, Montes-
Peón and Vázquez-Ordás, 2014).
Another role that Hilton hotel's leaders carries
and i.e. coordination. Here, leaders basically
coordinates among companies operations, new
plans and with governmental policies as well.
This helps them in taking decisions as per the
requirements of Hilton Hotel.
Another role of manager at Hilton is to pay
attention to details like feedbacks which has
been given by staff, consumers and make
modifications among existing working so that
effective modifications could be made right on
time and deliver the best experience to staff
based on their requirements.
Modifications among organisational policies in
order to offer the best to both customers and to
employees as well of Hilton Hotel.
Control risks is necessary in modern
hospitality sector and the same role a manager
plays in Hilton Hotel at the time of offering
customers with a lavish experience.
Comparison among different roles of managers and leaders:
Leader of Hilton use to make visions for their organisation, which they have to follow,
where as manager of Hilton use to make strategies and plans that help in completing that visions.
Leader of Hilton can make change in the working of their organisation while, manager have to
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make plans that help them in attaining that changes in organisation (Colbert, Barrick and
Bradley, 2014). Leader of Hilton can make changes in their working principles while on other
hand, manager of Hilton can make changes in their rules and regulations. Leader of Hilton have
to be unique in nature and have to be innovative while, manager of Hilton have to follow the
styles and theories which are used earlier.
Leader have to motivate their employees, so that they can attain the change where as,
manager have to solve the conflicts between the employees in Hilton. Leader take decisions that
may increase the risk in working of organisation, while manager have to take decisions which
increase the stability in organisation. Leaders in Hilton have to think strategies which help them
in long term gaols of organisation, where as manager think for making the short term goals of
organisation.
P4. Investigate the internal and external factors that influence management styles and cultures in
one of the hospitality businesses
External factors that can affect the management styles and culture of Hilton hotel :-
Managing diverse talent : While hiring new employees, it is very important for managers
to keep in mind that they have to hire employees which have different talent and skills, so that
the work force of an organisation have variety in their skills. This all help an organisation to
make some innovations in their products and services, so that they can gain some competitive
advantages and also with increase in share of profit in market. But for managing variety of talent
in an organisation like Hilton, manager of them are required to make some changes in their
managing style, so that they can use those talents in effective manner. This all help them in
maintaining their talent in order to achieve their goals and objectives (Swanwick and McKimm,
2017). The style which managers of Hilton use earlier was Autocratic, but for maintaining proper
variety in talent manager of Hilton have to change their style from Autocratic to Democratic, as
every employee in organisation is not same and also not ready to accept the decisions which are
made by their managers and leaders. Therefore, manager of Hilton decides to take the view
points of their employees, which also help them in making new and effective ideas that can help
them in increasing their profitability. Also, this all help employees by increasing their interest in
different activities performed in organisation.
Digital and innovative creations : Innovation is very important part for an organisation,
as it help them in growing their business and also help in increasing their profitability. In modern
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