Hospitality Management Report: Leadership & Management Insights

This report delves into various aspects of hospitality management, examining leadership styles, emotional intelligence, and the impact of stress on employees. It analyzes a case study involving a manager's blind spots and proposes solutions to improve team performance. The report explores the importance of emotional intelligence, self-confidence, and time management in the industry. It also applies the Johari window to assess employee potential and discusses strategies to mitigate workplace stress, including flexible work schedules and technological advancements. The report concludes with a reflection on personal experiences in a hospitality setting, emphasizing the importance of self-confidence in handling challenging situations.

Running head: HOSPITALITY MANAGEMENT
Hospitality Management
Name of the student :
Name of the university:
Authors note

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Question One
A. The first blind point in the given situation is that the manager just expressed his
disappointment in the given situation. The second was that the manager just imposed a
more complex target without even rationalizing the present situation. The third blind spot
was that the manager did not listen to the employee side of the story.
B. One of the problems of the manger with a blind spot in the situation is they want to
achieve everything alone and does not ask for the inputs from the team members. For
instance, they do not ask for help or rather accept any kind of help, do not include others
in the decision-making process, and just want to complete the task on their own (Arifeen
and Gatrell 2019). The second point is that the insensitive point in the behavior. These
kinds of people do not judge people on the basis of the intention; rather, they judge
people on the basis of their actions. For example, they do not go deep enough to
understand the behavior of their teammates
Question Two
A. Emotions are very important when engaging with the guest in the hospitality situation.
Therefore it is important for the people to look for the staff who are emotionally
intelligent. Empathy and thoughtfulness are required when dealing with the guest in the
situation (Grissom, Loeb and Mitani 2015). For example, when the customers are
waiting in a long que it is very much important that the employee understand the situation
and react accordingly
B. Self-control can be said as the ability of the person to regulate as well as alter the
responses in order to avoid undesirable behavior in the situation. Some of the guests in
the hotel industry are going to keep their voice down and stay calm while others have

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strong emotions and sometimes does not speak rationally as well and involve in yelling
and harsh situation therefore for those time it is very much important to have self-control
in the situation because the situation may get out of hand and it may harm the reputation
of the hotel.
Question 3
A. It is very important to have self-confidence as it helps to feel strong mentally, and people,
as a result, can draw courage in the situation and can have a resolution in the tough
situation. It helps to keep the perspective on the self, and when everyone around declares
that the task is impossible to complete in the fixed period of time then people with high
self-confidence will have the ability to access the situation by drawing its strength and
limitation and can achieve the task with their confidence on themselves
B. In the hospitality industry, it is very important to have high self-confidence as it helps to
sustain success in the organization; however, it can prove to be detrimental in the context
of certain leaders; therefore, it should be applied accordingly (Liu et al. 2017). It is very
important in the hotel industry as it is one of the most competitive industries, and it is
very much dynamic in nature; therefore, it is essential to have high self-confidence.
Question 4
A. Open Area: Here the customer may face an issue in the wrong serving, and this is known
by the server as well as the customer
Blind Area: The waiter has an attitude problem in dealing with the customer, and this is
known by the higher management and the customer but is not known by the waiter
himself.

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Hidden Area: The waiter, while serving, has forgotten to give the complimentary drink,
and this is only known by others and not others.
Unknown Area: The restaurant is using over stored meat, and this not known by the
customer neither the waiter.
B. Johari window can be used by the hotel management in order to analyze the potential of
the employee and also improves the organizational relation in order to address the team
performance
C. The first Johari window can be applied to the new employee because, in the window, it is
seen that the open and the free area in the window is limited as the employee is new in
the organization they cannot open up while this is exactly opposite to that of the
established employee.
Question 5
A. Stresses in the employees are very critical not only for the performance of the employee
but adversely affect the organization's performance as well. Stress that has cropped in
Rachel can lead to memory impairment in the waiter, and she can forget what kind of
orders she is taking, which will create confusion in the organization. It will also affect
Rachel as she will not be able to perform in the organization, and she will not deliver a
hundred percent for the organization (Tetrick and Winslow 2015).
B. The organization can introduce flexible timing in the organization, which can help Rachel
to attain to its personal commitment as well as professional commitment. This will help
the individual to attain greater work-life balance in the environment, and if the
technology that is provided to Rachel in order to attain customer is provided to Rachel, it
can, in turn, affect Rachel in a positive way as her efficiency will be improved in this

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situation. Therefore the organization can introduce flexible work schedules, remote
methods, and also telecommunication between the ordering station and the kitchen to
help Rachel in dealing with the situation (Karimi et al. 2016).
Question 6
For a manager of the hotel industry its is very important for him/her to know the value of
time management. As time is limited, and there are only 24 hours a day in the organization;
therefore, it is important to know how the manager and the co-worker can manage the time
effectively. In the hotel industry, especially time is very significant as being punctual and
delivering within the deadline is what matters in the organization. Secondly, if time
management is correctly done, it reduces extra effort and also helps in the termination of any
confusion in the business. With efficient time management comes extra focus and enhanced
efficiency in the work as people do not lose momentum, and in this way, the manager can
efficiently handle all the situations and employees who are working under him. It has also
been proved that efficient time management helps in cultivating the value of self-discipline,
which is an essential feature and requirement for the hotel industry.
Question 7
In the situation, it can be seen that I was at the front office, and an emergency situation
occurs, however, I was unable to deal with the issue, and the manager came in the front and
resolved the issue. It should be noted that during the event, I was feeling disappointed that I
was unable to solve the situation, and I disappointed my leader. This thing happened because
I was very new in the situation, and this is for the first time that this situation happened, and
due to lack of experience, I could not handle the situation. The one thing that went well was

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the leader handling the crisis; otherwise, it could be a significant issue. From the situation, I
have learned that as I was feeling underconfident in the situation and therefore I got scared
even if I have seen before how to address and resolve issue therefore I have learned how to
be self-confident and deal with the issue. If I could have taken a step back, I would have been
more confident in resolving the issue.

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References
Arifeen, S.R. and Gatrell, C., 2019. A blind spot in organization studies: Gender with ethnicity,
nationality and religion. In Women, Business and Leadership. Edward Elgar Publishing.
Grissom, J.A., Loeb, S. and Mitani, H., 2015. Principal time management skills. Journal of
Educational Administration.
Karimi, L., Leggat, S.G., Donohue, L., Farrell, G. and Couper, G.E., 2014. Emotional rescue:
The role of emotional intelligence and emotional labour on well‐being and job‐stress among
community nurses. Journal of advanced nursing, 70(1), pp.176-186.
Liu, W., Dong, Y., Chiclana, F., Cabrerizo, F.J. and Herrera-Viedma, E., 2017. Group decision-
making based on heterogeneous preference relations with self-confidence. Fuzzy Optimization
and Decision Making, 16(4), pp.429-447.
Tetrick, L.E. and Winslow, C.J., 2015. Workplace stress management interventions and health
promotion. Annu. Rev. Organ. Psychol. Organ. Behav., 2(1), pp.583-603.