Pearson BTEC HND: Leadership and Management for Hilton Hotels Report

This report delves into the leadership and management strategies employed by Hilton Hotels, a global leader in the hospitality industry. It begins by exploring various management theories applicable to Hilton, including classical, behavioral, and modern approaches, and identifies their relevance in the current market scenario. The report then examines the roles of leaders and different leadership styles, such as directive, transformational, and implicit leadership, with a focus on how Hilton implements these styles to achieve customer satisfaction and organizational goals. Furthermore, it analyzes the internal and external factors influencing Hilton's management styles, such as revenue fluctuations, employee engagement, and the impact of global events like the COVID-19 pandemic. The report also highlights the strengths and weaknesses of Hilton's management practices, discusses current and future required hard and soft skills, and provides a comparison with other service industry organizations, concluding with insights into the evolving landscape of leadership and management in the hospitality sector.

Leadership and Management
for Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
P1 theories of management applicable in Hilton Hotels..................................................................3
P2: Roles of leader and leadership style;.........................................................................................4
P3. Hilton leadership style:..............................................................................................................6
P-4 The factors that influence different management styles of Hilton Hotel..................................7
Internal Factor -........................................................................................................................7
External Factor.........................................................................................................................8
Strengths and Weakness of Hilton Hotel.........................................................................................9
Strengths....................................................................................................................................9
Weakness....................................................................................................................................9
P-5 Current management and leadership hard and soft skills..........................................................9
Soft Skill.....................................................................................................................................9
Hard Skill.................................................................................................................................10
P 6 Future management and leadership skills................................................................................11
P 7 Compare and contrast different service industry organizations..............................................12
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Management is a part of organizations, when management is introduced in the organization they
have developed some theories so they can implement that theory for different situations. These
theories assist to manage people within the organization, motivating, creating decisions,
allocating and negotiating for resources and making deals. Hilton hotel and resorts is a global
brand originated in the US in 1919 who has 584 hotels and resorts across the world. This report
helps to understand what different management theories are and what theory is applicable in
Hilton hotel for management.( Silva, 2016)
P1 theories of management applicable in Hilton Hotels
As the market situation changes in the last few years the management theories also modified
according to the market scenario. To run the company and handle the mass production
management needs people who can achieve these goals. These theories are very important to
operate the business. There are mainly three category in management theories such as Classical
Management Theory which focuses on execution and increasing production second is Behavioral
Management Theory which Centre to increase on human aspects and perceiving the workplace
as social environment and the last Modern Management Theory is a mix of previous two
theories, while combining the modern scientific methods and systems thinking.
Scientific management theory: this theory focused on operations to reduce the waste and
production timing. These theories provide scientific methods to improve the efficiency of
employees.
Administrative Management Theory: this theory was created by Henri Fayol who clarified
about all the business activities that a business must conduct which is primary business activity
and also provides detailed strategies for managers.
Bureaucracy Theory: this theory provides a framework to make relevant decisions for
organizations.( Northouse,2018. )_
Human Relations Theory: it assumes that the organization as a social entity. This theory
identifies that money is not enough to convince employees and provide ways to increase
employee performance.

Behavioral Science Theory: this theory assembles the factors of psychology, anthropology and
sociology to deliver a scientific basis. It evaluates why employees are motivated by particular
factors, such as social needs, disagreements and self-actualization.
Quantitative Theory: it was developed at the time of world war 2.It was using specialists from
multiple scientific professions to understand the issues around combining systems of people,
materials and systems. This theory was developed especially to strengthen and provide support to
military decision-making.
Systems Theory:- system theory states that management and organisations have interrelated
beliefs and Rather than viewing the organization as a process or bundle of process and each
department is part of an overall system and management must promote the goals and process
flows that serve the overall organization.( Thompson and Glasø,, 2018)
Contingency Theory: Contingency Theory was developed by sociologist Joan Woodward after
she verified that some companies performed better than others. And she found that high
performing organizations make better use of technology and their managers made better
decisions in situational contexts. This believes that effective managers must be flexible to
unusual situations and circumstances. As per the clarification Hilton has 146 hotels with 59,463
rooms which are owned or leased by Hilton Worldwide and believe to improve the
organizational culture to facilitate the nature of unity and improve the speed of decision making
at all levels.
P2: Roles of leader and leadership style;
Every organization leader plays an extremely important role as he might be the owner of the
company and he is responsible for all the actions he takes. He is responsible for generating the
vision of the company in the long run. Leader role in Hilton organization is to create a good
portfolio in terms of reputation in the hospitality industry. Without the vision organization can
not work properly so it's the leader’s duty to decide the objective and make employees
understand the objectives. Hilton has already established its business across the world and it's
their objective to become worldwide and provide their services globally. It's a leader’s duty to set
up the strategies and through effective communication he needs to provide details about the plan
and assign managers to get a track record of the plan. Leaders should be effective communicator

as well as motivators. (Akdogan,and Kale., 2017)Understanding the organizational needs,
helping the employees through communication, motivates them for work. Leaders are also a role
model for its employees so he has to interact with employees by personal meetings, interaction,
reporting and also he must establish organizational structure which includes an organizational
chart outlining the chain of command. Customer satisfaction is very essential, so leaders are also
responsible for their employees and have to give feedback on time to encourage them. As Hilton
is world based company has large staff and managing them on same time is very crucial, so for
that leader has to hire line manager for different- different region or location, these line managers
are liable to resolve the conflicts and difficulties raised by the workers and provide them proper
resolution and give them suggestion to improve their performance. Leaders are also liable to get
report of each and every employee and with a help of these reports they can easily evaluate the
performance of the employee and appraise the employees, give rewards also give feedback for
their work and provide right direction.
Leadership styles: every leader has its own styles or approach towards the situation and it
includes direction, execution of plans and motivating employees. There are three types of
leadership style. Authoritarian (Autocratic), Participative (Democratic) and Delegative (Laissez-
Faire).
Authoritarian- the leader who adopts these styles basically believes in policies and procedures
of organization and directs the work done by group of people with close observation. Many
researchers stated that there was less creativity persons under an authoritarian leadership style.
They only focus on assigning work completion in given period of time. They are less creative
and not take participation in decisions.( Akdogan, A. and Kale, E., 2017)
Participative (Democratic) Leadership- this leadership style stated that they take participation
from their employee while making decisions. People are more motivated in this kind of
leadership because Participative leaders make their group feel like they’re part of a team, which
develops loyalty within the group.
Delegative (Laissez-Faire) Leadership: A delegative leader will provide the essential tools and
resources to finish the project and will take accountability for the group’s decisions and actions,
but provide power to the group.

P3. Hilton leadership style:
Hilton follows traditional management styles which more focused on customer satisfaction by
providing them more leisure and tourism experience with hotel and resort. They follow different
styles depending upon the different situation. Their main target is to get long term growth and
success.
Directive: directive leadership helps leaders to manage hotel activities in efficient manner to
give best experience to customers. The employees are motivated by the management through
strict follow-ups of task and work, maintain discipline through assigning line managers who will
take strong action for their mistake, resolve the conflicts and take strong control of the staff
through this method.( Al Khajeh,2018.) This technique is useful when company is facing any
critical issue but it has some weakness that in this kind of leadership people are not so creative
and not take initiative in decision making process and there are only liable to their goals is to
complete their assign work. They will not think beyond the box. This technique is depending on
very old aspects and after some time people will left the organization and there are not loyal to
the organization.Hilton is transformational leader who provide instigation and personal
examination. These define vision, risk taker and dedication toward the organization. Apart from
the directive style they also believe that anyone in the organization can manage the business one
day it called aliases - faire management styles. They hired capable mangers and allow them to
take important decision regarding some aspects of hotels and make relevant strategies that
company can adopt do attain the goals. They also encourages the employee and provide support
to its staff to achieve the desired result of hotel and making best experience for customer when
their are staying in the hotel. (Al Khajeh, 2018.)
But it can faces issue after applying this strategy because in wide context culture diversification
plays vital roles because all the individuals are different from each other and belong from
different culture, as it is a International Organization leader should have to co operate with all
segments, people and adjust with them very quickly.
Implicit leadership: Hilton follows these leadership in this people decision underlying through
assumption, perspective, beliefs, and influence .they understand others by their traits and making
organizational goal.
Autocratic leadership: they follow this leadership for managing the staff or their employees
Worldwide by making entity. Through this they assign work and task to each and every members

of organization, give specifics orders to staff members and expecting to complete their work in
given period of time.
Action oriented leadership: As its name reflects the term management decides to give
authorities and organization powers to its employees. These employees are liable to take decision
in absence if leader and manage the business for specific time duration. These employee will
assigns the task of other employees, helping them to understand the work and if they have any
difficulties, so he should be aware about this and resolve the issue on time, taking control and
inspecting the work which are us assigned to them.
P-4 The factors that influence different management styles of Hilton Hotel
As the covid-19 has brought many changes in the hospitality industry, it is also affected by
internal and external factors. The internal and external impact on the Hilton Hotel are as follows-
Internal Factor -
Revenue and sales - The hotel faces a slowdown in the profit and sale of services after the
pandemic situation. The revenue in quarter fall by 77%. The situation of lockdown has affected
tourism, which overall impacts the services of Hilton Hotels.
Decreases Employee Engagement - As the sales and revenue decreases, the employees working
in the hotel morale also decline. The level of employee engagement during Covid-19 has
lowered. The employees faced the risk of layoff.
Quality of Services - High quality raises the price of services like good food, cleaning rooms,
and maintaining luxury. (Akdogan and Kale, 2017.) The customers do not want to spend more on
luxury in Covid situation. So, it has affected the quality of services and the cost of the services.

Policy change - The policies of Hilton hotel are changed as many employees are working
remotely. The safety and securities of customers and employees have become the priority of the
organization.
More use of technology - One positive impact is the use of technology in the Hilton hotel has
developed. Scanning devices are available, cleaning machine is used more and online reservation
before 24 hours are the facilities available to customers.
External Factor
Tours and travel reduction - The government of many countries have canceled flights and
foreign visit for the people. Globally the flights are getting canceled due to the lockdown
situation in some cities and states. The tourism industry also suffers a loss in the second and third
quarters of 2020.
Reservation Cancellation - Many business tours and conferences have been discontinued due to
pandemic situations, which has led to the cancellation of reservations in Hilton hotel. The Hilton
was hosting an international convention in mid of year, but due to the pandemic, all the
reservations and booking got canceled.
The segment also suffers - Hilton hotel is segmented in the different divisions like the foods
sector, cleaning services, nearby trips, and luxury shops in the Hotel. (González-Torres and et.al.,
2020.) This sector also got affected due to the pandemic and they have also faced the loss.
Change in government policy - The new rules and regulations of government like maintaining
social distancing, maintaining cleaning guidelines, the safety of employees and customers,
compulsory to wear the mask, have forced the industry to make new policies and apply
government rule in the hotel.

Strengths and Weakness of Hilton Hotel
Strengths
Hilton is a luxury hotel with lots of room and facilities. In the Covid-19 situation, the hotel
can be convert rooms into isolation wards for medical staff and other corona warriors. When
international travel is restricted, hotels can more focus on UK tourism, which will also help to
raise the economy.Use of artificial intelligence in hotels like at reception, cleaning with
machines, and interviewing with AI. More use of Siri, ok google, and Alexa.Increase the
transparency among customers and safety precautions of employees and staff.
Weakness
Change in policy and maintaining rules provided by the government for safety.The risk
that customers may not prefer the hotel which was used as an isolation ward for corona
warriors.Other segments like restaurants are suffering from loss due to a reduction in tours and
travel.Assess current management and leadership ‘hard’ and soft’ skills providing evidence from
specific service sector examples
P-5 Current management and leadership hard and soft skills
A good leader is one who has the combination of the skill set required to manage the
organization. In the hospitality industry leader plays an important role, they need to be full of
hard and soft skill. In the current situation of the leadership skill which is essential in Hilton
hotels are as follows –
Soft Skill
A leader should be creative, that can find a new solution to the current situation. Creativity
should in work and services provided to customers. For example, the services given to customers

can be improved by using more technology at the workplace, as the use of software and
programming tools.
When a leader has the active listening skill, the contribution to the services provides high input.
Active listening improves work performances. As when any customers complain about any
services in the hotel, the leader listen to it carefully and make effort to solve the complaint of
customers.
The skill of delegation works positively for other team members and for increasing the services.
(Bates and Morgan, 2018.) A good leader trust other team member and provide them new
challenged and opportunities to grow. A leader can allow restaurant staff of hotels to work on
new dishes for customers.
A leader should be flexible and able to work in every situation. Leaders are always open to new
possibilities and work in any given condition. When employees are working remotely, an
efficient leader works in any flexible hours to serve customers.
Hard Skill
A leader should be well efficient in planning marketing strategies that attract more and
more customers. The use of digital marketing should be properly utilized. The marketing should
be competitive. In the hotel industry, the offers and discounts should be clearly displayed on the
social media account and website of the company.
Health and safety are most important during the pandemic, a leader should be well aware of
health and safety law. They should be responsible for ensuring that laws are followed
accordingly. New rules of government in every industry should be adopted systematically.
The hotel industry is divided into many segments like a restaurant, shops, cleaning services, and
many more. (Suprapti and et.al., 2020.) A good leader should be able to manage every sector

using the soft skill. For example, when employee morale is low it is the responsibility of the
leader to motivate every employee.
Recruitment and staffing planning is also a leadership skill that works on how many people are
needed in each sector and what skills are required for a specific job.
P 6 Future management and leadership skills
In the world of globalization and with a pandemic like Covid-19, new skills are to developed by
managers and leaders for the growth of the hotel industry in the future. Here are some
management and leadership skills that will help in the new working environment of the hotel
industry.
Working in Digital Environment - Most of the employees are working remotely with the use of
digital platforms and technology. The use of technology will increase at a rapid rate in the future.
(Bartsch and et.al., 2020.) Every organization will work more digitally than normal working.
Technical skills should be mandatory for every employee. Being more efficient in technical skills
will be comfortable for hotels, customers, and employees. It will maintain no personal contact
with other people like customers, co-workers, suppliers, and other staff working in the hotel. The
skill will also be helpful to understand artificial intelligence which is the future of every industry.
For example, robots can be used in the future to serve food to customers but to control and
manage the working of robots technical skills are required.
Developing Cognitive Skills - Cognitive skills are related to deep thinking for new ideas and
innovation for any kind of problem. This skill enables one to focus on the task and complete it
within a time period. It keeps away from distraction and helps to remember more information
while working on a single task. (Binswanger and Salm, 2017.) Cognitive skills create new and
innovative ideas which are required in remote working time. It also creates the ability to grab the
information quickly and then to explain it to other people. Cognitive skills like speedily working,
high-memory helps hotels to do work on time and maintaining customer satisfaction.

Social and Emotional skill - When most of the employees are working from home, then the
social connection does not built-up among employees. The social culture among employees is
very important as it creates a relationship among them and the chances of conflicts are reduced.
The communication between employees creates a sense of social learning among employees
which helps in overall performance improvement. The leaders have to work on their
interpersonal skills to engage every employee with the company. While working in the hotel
staff has to maintain social distancing which will create a communication gap between
employees. Leaders should make the same exercises and activities through which staffs get to
know each other and get committed emotionally.
Adaptability skill - The pandemic Covid-19 teaches that in every situation the work should be
always continued. No matter what the situation is, a leader and employees should be adaptable
and flexible. (Raciti, 2020.) The new working conditions have brought a change in work culture,
policies, and self-awareness, and personal safety. A leader should be ready for any such situation
in the future and even employees should also be prepared for any change in the working
condition. For example, in the future, the working will be fully automatic and staff has to just
control and monitor the technique, so the employee should be adaptable in that situation.
P 7 Compare and contrast different service industry organizations
Leadership and management have brought wide changes in the working style in a different
industry. The remote working culture was not common a few years ago, but it is the new normal
for every organization. (Role of leadership in change management.2020.) The leaders utilize
time and resources to bring positive change to the company. Whenever a problem arises in a
company, employees look at their leaders for the answer and that brings a change in the
company. The process of leadership and management in implementing change shows that -
Leadership and Development -Leadership is not only about managing and developing
employees but it also about bring change in the company that benefits both employees and the