Leadership and Management: Hilton Hotel Service Industries Report

This report provides an in-depth analysis of leadership and management practices within the service industry, specifically focusing on the Hilton Hotel. It begins by exploring classical management theories, including hierarchical structures, specialization, and incentives, and their application within the hotel. The report then delves into various leadership styles, such as democratic, autocratic, and laissez-faire, and the roles leaders play in influencing employees and achieving organizational goals. It further examines different management styles, including consultative, servant leadership, and persuasive styles, along with bureaucratic, transactional, and transformational leadership. The report also identifies both internal factors, such as employee engagement and commitment, and external factors, like market trends and competition, that influence management. Finally, it addresses current and future management and leadership skills required in the service industry, including change management within different service industry organizations.

LEADERSHIP AND
MANAGEMENT
FOR SERVICE
INDUSTRIES

Table of Contents
INTRODUCTION...........................................................................................................................3
P1 Classical Management Theories............................................................................................3
P2 Roles and Different Leadership Styles..................................................................................4
P3 Management and Leadership Styles......................................................................................6
P 4 Internal and External Factors that Influence Management...................................................7
P 5 Current Management and leadership 'hard and soft' skills...................................................9
P6 Future Management and Leadership Skills Required..........................................................10
Future Leadership Skills...........................................................................................................11
P 7 Different Service Industry Organizations’ Change.............................................................11
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
The skills which help to lead the individual or group of individual in an organization with
the help of different types of management methods and techniques to ensure the efficiency of the
operation. Leadership is very essential to maintain the human resources and also guide them to
produce the best outcome in performing their task in an organization. The leadership and
management in the service industry is very important as the industry is customer oriented which
will help the employees to increase the potential to provide better services to increase the
satisfaction of the customers. In this report there is in dept study about the management practices
and leadership styles adopted by Hotel Hilton to ensure the excellent services, the hotel also have
to analyze all the factors which can impact the growth and also decrease the efficiency.
P1 Classical Management Theories
Classical management theory are the traditional management techniques which help the
managers to guide the employees as in this management theory the managers have a belief that
employees have only economical and physical needs. The classical management do not focus on
the other needs of the employees which also decreased the efficiency of the employees and the
organization. The organization only focused on exploiting the human resources and making them
work to increase the profit maximization. So the theory help the management to understand the
challenges and make an ideal work environment for the employees to fulfill their needs and also
increase their efficiency. Hotel Hilton also felt the importance to adopt the classical management
theory to provide the better management productivity to the organizations and also increase the
potential of the organization to meet the objectives effectively. (Ross, 2017)
Hierarchical Structure
Hotel Hilton analyses the management have to divide the management into three parts
according to the level of authority and also the skills and potential of the employees. The first
level was the top-level management in which all the Chief executives and managing directors are
appointed, in second level all the manager, and supervisors which are also the middle level
management and is responsible to provide a proper link between the lower and the top-level
management. At the lower level management are the front line managers or the operational
managers which are majorly responsible to operate all the management of the activities of the

respective department and also report to the middle level management. They are responsible to
provide the guidance to the employees and the worker in the organization on the regular basis.
Specialization
This theory also helped the management to understand the importance of skills and
knowledge to place the right person at the right jib and increase the efficiency of the
organization.(Evans, 2017) Hotel Hilton is also understood dividing the objectives of the
organization into small parts and assign each small part to the employees which have specialized
in that and also have knowledge and skills to perform that particular task by this it will make the
management efficient and also the objectives of the organization will be achieved effectively.
This will also help the organization to avoid multi tasking for the employees and focus on only
one aspect of the operation which will also help to increase the efficiency of the employees and
provide cross departmental training to increase the knowledge and potential.
Incentives
Hotel Hilton also felt the importance to motivate the employees so that they can also
increase the efficiency of them and provide them with incentives. The theory states that the
employees will increase their work if the company will appreciate their work and also reward
them for doing their work properly. The organization also introduced the system y which they
can analyze the performance of the employees which will help the management to determine
which employees are efficient to give the incentives. By giving incentives to some employees it
also motivates the other employees to increase the efficiency and be competitive to get the
incentives as well.
P2 Roles and Different Leadership Styles
Hilton Hotel have analyzed that the organization have to adopt the effectiveness
leadership styles and so that they can provide a proper vision to the employees and also motivate
them to increase the effectiveness of the employees which will also help to increase the
efficiency of services of the hotel and increase the satisfaction of the customers. (O’Keeffe,
Ozuem and Lancaster, 2016)
Leadership Styles

Leadership styles are the fundamental concept of the organization and Hilton hotel have
to adopt the leadership styles according to the situation of the market trends to make the
consistent growth and achieve the objectives of the organization.
1. Democratic Leadership- this leadership style is the one in which the all the authorities to
make the effective decisions is taken by all the members of the organization. This
leadership styles help the management to face the challenges and make effective
decision together as a team and it also helps the employees to get motivated because it
gives them the sense of participation. (Fewings and Henjewele, 2019)The hotel Hilton
also encourage the employees to participate in the decision-making process which also
increase the new talents and innovative ideas which will increase the quality of services
and provide satisfaction to the customers.
2. Autocratic Leadership- in this leadership style the decision is taken by one top-level
leaders, and they guide the organization according to their way. This leadership styles is
very effective when the organization have to change the management structure or have
to take a major decision for the organization and employees are not supporting with the
decisions at this time the leader have to adopt this leadership so that they can increase
the effectiveness of the organization and make all the employees follow the orders.
Hotel Hilton also have to understand the factors that when to adopt this style of
leadership as it can demotivate the employees and also decrease the retention of the
employees in the organization.
3. Laissez-Faire Leadership Style- this leadership styles helps the organization to
understand the potential of the employees and also them take the effective decision on
their own and. This leadership styles is also helpful to increase the motivation and
retention of the employees in the organization. The Hotel Hilton can also use this
leadership style to make the employees take the decision as it will also provide them
with better knowledge how to handle the situations and make them more potential to
increase the efficiency of the organization.
Roles of Leaders
 They are responsible to influence all the employees in the organization to make them
more efficient in doing their task.

 They also help the employees by motivating them and increasing the skills and
knowledge which will increase the values, culture to make them better person.
 The leaders are also responsible to provide the proper guidance to the employees so that
they can understand the task and achieve the organization objectives.(Bernardo and et.al.,
2018)
 They also have to solve the disputes by providing the healthy work environment for the
employees.
P3 Management and Leadership Styles
Hilton hotel have to analyze the effective management and leadership style so that they
can effectively use the resources and maximize the output to increase the efficiency of the
organization and increase the profit margins.
Management Styles
1. Consultative- in this the management will consult their subordinate before tasking the
decision to recheck the facts and figures which are impacting the performance of the
organization.(Burke and Hughes, 2018) This style of management help the organization
to improve the employees by using different performance evaluation techniques.
2. Servant leadership management- in this the managers are responsible to support their
employees and develop them to increase the efficiency and make them better skillful
employee which can handle any task. The managers also provide the proper guidance and
understanding to the employees so that they can increase the efficiency of the
organization and increase the profit margins as well. The hotel Hilton have to adopt this
management styles as it helps the employees to understand the behavior of the customers
by using different strategies and increase the particular skills which the customers wants
to get satisfied. This will also help the employees in the hotel to develop their education
level and achieve the personal goals which will increase the motivation level of the
customers.
3. Persuasive styles- this management style will help the employees of the hotel Hilton to
retain them and also create the trust on the management of the hotel. As this style enable
the management to create the sense of understanding to the employees about the
importance of the vision and mission of the organization, and they will also help them to

attain the level of skills and potential to reach the objectives easily with the help of
effective strategies and management structure of the organization.
Leadership Styles
1. Bureaucratic Leadership- this leadership style will is a restrictive leadership, in this the
employees are allowed to give their suggestions to the leaders but the leaders rejects the
suggestions thinking that they are already successful with the current styles and
strategies, and they do not need to change it as it will increase the cost of change and also
use much resource than productive activities.(Konar, Ali and Hussain, 2018) The Hotel
Hilton will not use this leadership style as this is only used by the tradition organization
and old company which have old thinking about how to grow the company after the
success. In this the employees of the hotel will be discouraged and also want to leave the
organization as they are not heard and not taken into consideration.
2. Transactional leadership- this leadership style is not effective every time. But the Hilton
hotel can effectively adopt this leadership style as they can motivate their employees by
giving them incentives and bonuses to them. The employees will be entitled to the to
every activity which help the organization to grow. For example if the employee refer 5
employees it will provide them with the referral bonus.
3. Transformational Leadership- in this leadership style the leaders are responsible to
provide with the bonus and reward to the employees as in the transactional leadership but
there is slight difference in both the leadership styles, tranformational leadership the
employees are entitled with the bonus on the set target of the task, and they are required.
In this the employees have to put their best in order to achieve the set target by the
leaders. This is very successful leadership styles across the world which also increase the
potential of the employees and achieve the organization objectives effectively. (Barrow,
2016)
P 4 Internal and External Factors that Influence Management
Internal factors of the company Hilton is as follows.
Employee Engagement and Commitment
There is a strong communication between the company, management and the employees
of the company. The bound is build on the trust factor which is very important so that the

employees and management can be comfortable working together. When all the departments of
the company work in a sink that will get the company a lot of profitability and make the
company work very efficiently and make a better standards for themselves (Archibald and
Archibald, 2016). There are a lot of employees in Hilton who are loyal and are there for a long
run and are putting in their personal best for the company to grow because the company is doing
something in return for them too. The management makes sure that they are fair to all the
employees and the makes them engage in their own work fields. Which is by all the employees
of the organization feel the importance of themselves and in the company.
Internal Relationship
There is a great bound of the company and the stakeholders of the company and that is a
very important factor in the company. This factor is giving the company a strength which the
other company's may fall to have. The bound is made stronger by making the trust between the
two stronger and that is possible when there is transparency between the two and the
stakeholders have a say in the company's decision-making factor. Hilton Hotel is very good with
keeping their relationships with everyone who is associated with the hotel chain and that is
important since the internal factors can effect the company from working efficiently. When there
are more ideas and says in the company though there are going to be conflicts but there are a lot
of new ideas which can come up because of the involvement of the people affiliated with the
company (Rahimi, 2017).
External factors of the company Hilton is as follows.
Digital and Innovative disruption
There is a growth in the competition in the recent years and Hilton will have to change
there methods and strategies so that they can get customers to coming in the hotel. There are
digital bookings and digital marketing for all the companies and that is very important for
everyone because that is getting in a lot of customers in all hotels (Turner, 2016). A lot of
websites which are coming up and Hilton too has started their own website so that they can
market themselves even better.
Globalization and Promoting The Capabilities on A Global Level
There is a lot of competition globally in the world and Hilton is getting the promotions of
the company higher because there want to be the leading company. The customers who are
coming in the hotel are the loyal customers to the company. The company has many loyal

customers because Hilton has been in this field from a long time and over time they go loyal
customers in their company (Choi, Wallace and Wang, 2016). There is a different style of all the
employees and managers working in the company and there are a lot of innovative ideas which
are coming in the people who are working with this company so that they can make a
competitive advantage in the market.
P 5 Current Management and leadership 'hard and soft' skills
Soft Skills
Responsibility
There are responsibilities of all the people who are working in the company because they
all have to do their part in Hilton properly so that the company will be able to run efficiently. The
employees of the company make sure that there is no negative growth of the company and the
customers who are coming to stay in the company are having a good stay in the hotel (Syed and
Ozbilgin, 2019). All the complains and requirements of the customers are met and solved so that
they come again and again to the hotel. There are code and conducts of the hotel which are
followed by the managers of the hotel o that they can maintain the standards of the hotel and the
customers can look up to the hotel. There is proper training which is given to the employees of
the company to that they can serve the customers the best of the hotel.
Communication
The managers of Hilton are very experienced so that they can deal with the customers
very well and make the most out of the customers. There is a kind of tone which the manager
must have regarding all the employees of the organization which is that they need to change with
the customers needs and wants and that factor is very important. All the decisions which are
taken by the management is given out to the employees by the manager of the hotel and the
communication and command of the manager must be good so that he can make the employees
come under there control and is can be done with the power of communication.
Hard Skills
Knowing Foreign Languages
There are a lot of customers who are traveling from all over the world and meeting with
their needs and expectations out of the hotel is very important for Hilton therefore Hilton hired
people know have skills in work they are doing and know different languages so that they can
communicate with the guests (Hong, Cheong and Rizal, 2016). The guests who are coming in the

hotel will need guidance and comfort from the hotels sit therefore knowing their language and
communicating in their language is very important. Hilton is taking care of that factor very well.
Mathematics and Numeracy Skills
There is a high need of employees who are having these kinds of skills because these are
very much required in finance, engineering, Logistics, IT and training and development
department. Hilton are hiring these people so that they can make the internal departments of the
company work efficiently and the company will be able to work easily. It is very important for
the internal departments top work properly because only then the company will be able to make
the over all growth in the market (Weitlaner and Kohlbacher, 2015). If the internal factors of the
company will not be good then the company will not be able to make the customers that satisfied
and comfortable in the hotel and the company will have a loss in the market. Hilton has hired
professional in these departments because they want there internal factors of the company to be
strong.
P6 Future Management and Leadership Skills Required
Future Management Skills
Decision Making
The managers of the company should have the right decision-making skills so that the
company can get a motivation from this factor. The managers are not just responsible for making
the employees work with the right code of conduct but also take care of the customers who are
coming in the company (Fernie and Sparks, 2018). Manager themselves have to be on time and
make the employees follow that they are saying make the company reach its objectives and aims
so that the company can benefit from this factor. Decisions which will be taken by the manager
of Hilton are always taken by keeping the customers and employees into consideration. That is a
very important factor a manager must have because will make the company get a lot of profit and
advantage over the other companies because the company will be working together.
Planning Related To The Dynamics Of The Environment
The roles and responsibilities of each individual has to be given to everyone and the
manager has to make sure this information has reached all the employees, and they are following
to it. The communication gap should not be there and the manager should be in contact with all
the employees in the company. Planning of utilizing the resources is also very important and the

manager must have ideas to do so otherwise the company will not be able to work efficiently
(Stewart, 2018).
Future Leadership Skills
Relationship Management
There should be a common understand and communication between all the employees
and the customers who are coming in the company because that is a very important factor for the
company. There should be a trust relationship between all the employees and the management.
The customers should also trust the hotel with the services they are providing to them because
that will help the company to work efficiently. The relationship of the employees and the clients
should be good and if there is anything lacking between the two the leader must make sure that
the leader is fulfilling those gaps up for the betterment.
Motivation
There is a need of motivation in all the employee who are working in any kind of
organization (Robinson and et.al., 2016). Hilton is providing the employees through the right set
of motivation so that the company can work efficiently and that is very important because if the
employee is not motivated then the clients will not be satisfied with the services the employees is
providing to the customer which will make the hotel get a bad name in the market. The leader
has to use different methods and strategies to motivate the employees correctly and that will
make the hotel have a good name for themselves.
P 7 Different Service Industry Organizations’ Change
Basis Hilton Hotel Ritz Hotel
Leadership Style Hilton is using transformational
leadership style because this style
is making the company improve
over there regular working of the
company. This way the
employees are put out of there
comfort zones so that they can
give more than expected out of
them for the company so that the
company can make better
On this hand Ritz hotel is following
the democratic style of leadership
which is making the company work
till now. The power is in the hand's
of everyone and this is a more
effective way than other styles. The
decision-making of the company
can be done by the lower level
employees also if that is a part of

revenues. Till the employees will
be in their comfort zone they will
not be able to work to the
maximum limit.
their expertise.
Management System Hilton is using the Kotter's model
for management which includes
few steps which are as follows
handle the urgency, focus on
gains, development of vision,
remove the obstacles, vision of
better communication, form and
guide the team, work on changing
the structure and winning for
short term goals. This method is
used so that the company can
keep a track on the management
of the Hilton. This is a long
process through which the
company has to go through and
can demotivate the employees of
the company (Lutchman, Ghanem
and Maharaj, 2016). Using this
method the company has to
follow the steps properly and can
not miss out on any step otherwise
the method will not make a
change in the management of the
company and the company will
not be able to improve on the
management factor.
Ritz is following ADKAR model
for management change because
the company thinks that this model
is very effective. This model gets in
change in the culture of the
company and other changes which
is a very good method for the
company. This model helps the
company to know that what is the
change and improvement which is
required by the organization which
is a very important factor. The
changes come in with the help of
the managers of the hotel and the
managers of the hotel have 2
choices either to agree with the
changes or forcefully accept them.