Comparing Leadership and Management Roles: London Hilton Case Study

This report provides a comprehensive analysis of leadership and management principles within the context of the London Hilton hotel. It begins by defining and comparing the characteristics and roles of managers and leaders, highlighting their distinct responsibilities in achieving organizational goals. The report then explores the practical application of managerial functions and leadership roles in various scenarios, such as employee conflicts and low productivity due to change management. It delves into different leadership models and theories, including situational and system leadership, and the contingency management approach, evaluating their strengths and weaknesses. Furthermore, the report examines key approaches to operations management, emphasizing the roles of managers and leaders in this domain, and assesses the significance of operations management in achieving business objectives. The report also discusses the factors influencing decision-making by leaders and managers within the business environment, drawing conclusions on the relationship between management and leadership.

MANAGEMENT AND
OPERATIONS

Table of Contents
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................1
P1 Define and compare several characteristics and different roles of manager and leader...1
LO 2.................................................................................................................................................4
P2 Function of manager and role of leader apply in several situations..................................4
P3 Various models and theories of approach.........................................................................5
LO 3.................................................................................................................................................6
P4 Key approaches to operations management and role that managers and leaders play......6
P5 Importance and value of operations management in achieving business objectives........7
P6 Factors in a business environment impacting decision-making of leaders and managers.9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Management and operations is the key factors of strength in company, management
within business structure has four types of functions include decision-making, planning to meet
organizational goals and to increase operational efficiencies (Hitka and et.al., 2018). Company
run their business effectively along with many operations, with the help of effective management
and skilled labour. The present report is based on London Hilton hotel on park lane in UK, it
explains different roles of leader and manager and their characteristics. Apply role of leader and
function of manager within various situations and models and theories of approach. Key
approaches to operations management and role that manager and leader play within it. It justifies,
how elements affect business environment and wider community. Furthermore, value and
importance of operations management in achieving organization business objectives and justifies
the factors that impact upon decision-making by manager and leader and relationship between
management and leadership.
Overview of firm-
London Hilton on park lane is the hotel located on Park lane, overlooking Hyde park in
exclusive Mayfair territory in UK. This hotel is 101 meters tall (331) ft, has 28 storeys, 56 suites
including 453 rooms and on the top floor of the hotel Michelin started their restaurant Galvin.
Firm expand their business across the world along with most talented and skilled peoples with
them since for so long. Managers and leaders play essential role in company as they are
responsible for many things which is essential for London Hilton on Park lane.
LO 1
P1 Define and compare several characteristics and different roles of manager and leader
Leader is a person who encourage and motivate employees within company effectively in
order to improve productivity and increase profitability. They help to create the inspiring vision
of Future in context of further business growth and success.
Manager is an individual who sets goals within company for group of many peoples and
decided what work they must be done to meet with organization goals and business objectives
(Reim, Parida and Sjödin, 2016). They divide work into manageable actions and chose peoples
to complete task that need to be accomplished.
Roles of leader-
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Team player- leader role within organization is to work with its team members in order
to build trust and good relationship with them.
Decision maker- Leader role is to take better decision and take suitable action in context
of employee satisfaction, they play essential role in workers productivity and performance.
Characteristics-
Confidence- Self confidence is one of the trait which is significant among leader, it is
necessary for leader to accomplish high goals and take risks with full of confidence.
Ability of communicate- To become a good leader, communication skills is very
essential. Leader will be capable to clearly describe their idea to its team and also able to create
the sense of understanding and ease.
Roles of manager-
Controller- manager role within London Hilton hotel is to check each and every thing
continuously and control employees performance and other activities.
Organizer- Manager play role as organizer, they help to organize necessary things in
which they make plans according to it.
Characteristics
Time management- it is one of the key characteristics that helps person to become
successful manager (Bott and Luna, Seven Networks Inc, 2017). Manager must prioritize their
work and make assure that they have time to communicate with its staff members.
Delegation- it is another key factor that make person a successful manager, manager
must be delegated to its work and asked workers to help accomplish task.
Comparison between leader and manager roles and characteristics-
Characteristics Leader Manager
Communication Leader must be able to
communicate with their staff
members effectively in order
to build good connection with
them and understand their
emotions effectively.
As compare to leader
characteristics, manager must
communicate with all the staff
at each level within
management which is essential
for productivity.
Organizer As compare to manager, leader Manager is responsible for
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is the organizer they help
workers to organize each and
every essential activity and
create clear vision for them.
organizing overall business
functions and activities which
is essential for London Hilton
hotel.
Roles Leader Manager
Motivation Leader role as compare to
manager is quite different,
because they motivate its team
members and inspire them to
work hard in order to achieve
desired goals.
Manager play role within
London Hilton hotel it to
motivate all the workers with
the help of providing equal
fare wages that support to
encourage employees working
abilities.
Planner Leader play role as planner,
they make plans in context of
training and development
session in order to improve
employees skills and
knowledge.
Manager role as compare to
leader is higher, they make
plans for entire business
growth and success within
hospitality industry.
Difference between leader and a manager based on theories-
There are many theories of leadership namely Transformational Theory, Trait theory,
Action Centred Leadership and contingency theory. All these leadership theories help the
management in identifying which theory would be best as a leadership style for their company
and how effective it can make is leaders (Manzini and et.al., 2018). Management theories like
Classical Management theory, Behavioural Theory, Chaos Theory etc. which help the managers
in devising better plans and policies for managing the employees.
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LO 2
P2 Function of manager and role of leader apply in several situations
Situation 1- Employee conflict with high authority
Role of leader within it-
Employees is an individual or group of peoples employed for salary or wages, they
contribute in business success and progress (Peng and et.al., 2015). In business there are several
issues get arise which make negative impact on working abilities of workers and decrease
financial performance of London Hilton Hotel on Park Lane. Staff conflict with high
management is one of the major problem that effect whole business as well as staff members'
productivity. Leader play role within this situation is to understand staff issue, try to
communicate with them in order to understood its feeling, emotions and needs. After that they
efforts to communicate with manager who help to transfer their thoughts to high management
easily.
Function of manager-
On the other side manager function is to solve issues or conflict among workers and
management. They consistently make connection with leader and understand the needs of staff,
then communicate with high management in context of conflict, provide effective solutions and
recommenced the best ways in order to improve situation. They can apply many strategies based
analysing situation which is essential for business as well as employees. Manager is responsible
for supporting worker develop abilities to consider conflict situations at workplace. They analyse
the current business environment, communicate with senior and make plans according to
employees satisfaction which is essential for retaining talented peoples with them for longer term
period and solve issues.
Situation 2- Low Productivity due to change management
Leader role-
Change management is the systematic method to dealing with transformation or
transition of an organization processes, goals or technologies. Due to competitive advantages
London Hilton hotel management make some changes within their business strategies and
marketing plans which directly effect staff productivity and profitability in business. Leader play
their role in this situation effectively as try to motivate workers and inspire all of them to
perform within new working environment. Leader communicate with employees and explain the
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importance of change management which is essential for them as well as business. With the help
of good communication, they can be able encourage staff and increase their productivity than
before.
Manager function-
Low employee productivity directly effect negatively upon company market reputation
and position as well as their financial performance (Masli and et.al., 2014). Manager function
within this situation is to understand staff members needs and reason behind low productivity
before making any strategies or plans. After analysing work place environment, manager take
decision and make employee engagement strategies which is beneficial and useful for London
Hilton Hotel on Park Lane in UK.
P3 Various models and theories of approach
Situational leadership-
It is the best leadership styles used by many leaders in order to get the better results and
find out appropriate ways to handle the situation within London Hilton hotel. Leader of company
adopt this leadership style and must adjust their own working style according to this which is
beneficial for hotel as well as for them. For example, in any conflict situation leader play their
role as motivator and take decision for betterment, with the help of situational leadership they
can be able to handle or managed working environment. They can be able to provide correct
directions to its team members according to situation and guide employees to pay attention to
given tasks and accomplish it on time.
System leadership-
This leadership theory enables leaders in London Hilton hotel on park lane to create
environment or condition where peoples at every level work productively to its potential.
According to system leadership leader is able to motivate and encourage workers in order to
increase business profitability and productivity. It provides hotel leader with tools that support to
predicts staff behaviour in its company, it also contributes to build effective systems which move
productive nature and lead to the more effective realisation of firm purpose. System leader is
leadership attributes which concentrating on outcomes rather than procedure. This theory only
focuses on results which is being obtained by functions or activities. Those activities is being
planned previous and results being meet with desired outcomes.
Contingency management approach-
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Contingency approach focus change in strategies according to changes in situations,
leader of hotel plays essential role in which they effect workers to bring changes in operations in
order to meet organizational objectives and challenges prevailing within market. Manager of
London Hilton hotel considered reasons to increased cost of producing food and applied this
theory to implement change in operational actions to bring down higher prices of materials and
products received from suppliers, they changed plans of hotel in manufacturing and production
department.
Strengths and weaknesses of different approaches of situations in work environment-
Strengths Weaknesses
Empowering the leadership style.
Increase in returns.
Increase in productivity.
Stability in work environment.
Increased profitability (Al-Ali, Kiani and
Weber, 2015).
Review of techniques.
Tight control over operations.
Increase in the number of competitors.
Heavy fluctuation in the pattern of demand.
Analysis and evaluation of different theories and approaches of leadership-
There are various theories that are applicable and they can be evaluated in following
manner :-
Contingency leadership Theory :- This theory takes into account the different changes
and believes that organizational activities should be synced with such changing trends. However,
the trends are changing continuously and their implementation will not give leaders enough time
to focus on other important aspects in a company.
Action Centred Leadership :- It focused on the control and authority to be expected by
leaders and managers. They emphasize on team, task and individual but the negative point is that
the excessive control creates demotivation in employees (Nakamura and et.al., 2015).
LO 3
P4 Key approaches to operations management and role that managers and leaders play
TQM-
Total quality management is one of the most important approach for managing production
management and quality, it involves control, analysis and improvement. It supports improving
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all over quality of food products and accommodation of hotel. Manager role in London Hilton
hotel is liable to manage and control quality of wort and deliver consumer satisfaction, they need
to manage workers performance and improvements in services and products towards clients.
Manager need to assure and evaluate procedure to simplify approaches to complete business
objectives and goals. TQM is management program for customer focused hotel that include all
workers in continual improvement. Leader role within Total quality management is to ensure that
staff is working according to goal and perform in effective manner.
Six Sigma-
It is statistical based, disciplined and data drive approach and continuous development
and improvement methods for eliminating defects in specific products, procedure and services.
This approach helps for getting defects per million opportunities and assist hotel leader analysing
quality of its facilities and goods. Leader role is to identify low productivity and factors that
effects business success and progress. They also analyse any issues in accommodation and other
facilities in specific products which effect consumer satisfaction. Leader role is to improve the
quality and increase productivity rather than before which is beneficial for Hotel business growth
and success within market.
Lean management-
It is the approach to running the company that helps concept of continuous development
and improvement, a long-term method to work that systematically seeks to gain small, and
incremental changes in procedures in order to improve quality and efficiency. Leader role is pay
attention on provide training and development session to workers in order to develop their skills
and improve the existing ones. Leader must gather information in context of staff productivity
and also communicate with manager related to plans based on training programs.
P5 Importance and value of operations management in achieving business objectives.
Operations Management can be defined as the administrating and managing the business
and its activities with the sole purpose of generating efficiency and effectiveness of highest order
in the company which has an aim of reducing costs and increasing the profitability of the
company. Operation management is an attempt in balancing cost with revenue so that operating
profit can be maximized. It involves production, managing, supervising, controlling and
organising the business processes so that the resources can be utilized in an optimum manner and
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the quality of products and services can be improved. It helps in carrying out i.e. in facilitating
the activities of the organization (Manzini and et.al., 2018).
Importance and Value of Operation management :- An effective operations
management system helps an organisation in making optimum utilisation of all the resources I.e.
human resource, raw material, working capital available and other resources available in the
organisation. For achieving the business aims and objectives successfully, the operation
managers ned to carefully takes into account all the activities that are carried out in the
organization. At Hilton Hotel, the managers regularly observe the activities performed by
employee and monitor and control them. They always pay a close attention to the quality of food
and services provided to their customers so that the customer satisfaction can be maximized and
retention of customers will also increase the profits. Hotel Hilton is still able to garner such
respect and command only because they have a strong quality factor which makes the visitors
automatically trust the brand (Al-Ali, Kiani and Weber, 2015). This helps the management in
targeting premium income segment customers and still generate sufficient profits. Operation
management at Hilton Hotel helps in managing the daily activities and align the requirement of
customers with what manager is supplying to them. The operation management helps in
regulating the production processes and integrate different activities so that the various
departments and their outputs can be synchronized and no excess production takes place.
Although earlier, operation management was not considered an important part but now
the managers understand its importance and the operation managers need to develop a in-depth
knowledge about all the activities and functions that are performed in the company and at Hilton
Hotel, the operations departments is a very efficient one and are major contributors in reducing
the cost of the company and Hilton Hotel could not have been successful without them
(Nakamura and et.al., 2015).
Leaders and managers' role in improvement of efficiency of operational management-
The leaders and managers can improve the efficiency can improve in the following
manner :-
Government Regulation :- By following the various guidelines, Hilton Hotel can easily improve
their efficiency and also help in performing operations easily.
Inventory Control :- Emphasis is laid on increasing inventory turnover for the company and thi
can be achieved only through efficient management of operations department.
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P6 Factors in a business environment impacting decision-making of leaders and managers.
Hilton Hotel, Park lane,UK is currently focusing on a few particular aspects only which
needs improvement in their company. These are enhancing the sustainability in its operations,
increasing ethics and value adopted in implementation of various activities which will help in
increasing the goodwill of the company and improve the relationship with their customers so that
they the targeted customer base increases. The other factors that are present in the environment
affecting operations management :-
CSR Activity :- Corporate Social Responsibility is the approach which helps the company
in attaining sustainable development by contributing to the environmental, social factors etc.
(Chiu and Lo, 2016). These activities performed under CSR helps the company in improving
their image and help the society in which they operate. Hilton Hotel performs CSR activity like
distributing food to the poor, conducting workshops etc.
Technological Change :- The rapidly changing technology and the innovations in the
market make it tough for the industries to maintain status quo. However, management at Hilton
Hotel tries to adopt the changes as quickly as they can so that they do not become redundant in
the present market and operate successfully.
Legal Factors :- The country in which a company operates is the home of that company
and therefore to survive peacefully and be successful, the company has to follow all the relevant
norms and practices so that they can work in a peaceful manner. Hilton Hotel has been operating
in UK since many years and therefore they understand their duties completely and have therefore
managed to steer clear of all the troubles (Hasegawa, 2017).
Economic Factors :- the economy in which the company is operating and its factors
highly affect the the operating style of company as well. For e.g. inflation, deflation rate, interest
rates, GDP exchange rates etc. a few factors affecting an economy. In UK, the recent Brexit
affected the entire economy and the operations of all the industries operating in the country.
However, the Hilton Hotel, due to its efficient management and correct forecasting of the future
trends, they were able to steer clear of all the hurdles and still generated profits when the entire
industry was affected.
Impact on leaders and managers :- All the above factors are very important contributors
of the business environment and hence their decision making is highly affected as they have to
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