Leadership and Management: A Report on Marriott Hotel Practices

This report delves into the critical roles of leadership and management within the service industry, utilizing Marriott Hotel as a primary case study. It begins by highlighting the significance of effective leadership and management in organizational success, then explores classical and scientific management theories, as well as bureaucratic theory. The report examines Handy's and Deal & Kennedy's cultural models, comparing leadership styles such as autocratic and laissez-faire, and analyzes the impact of technology on leadership approaches. The analysis provides insights into the evolution of management practices, emphasizing the importance of adapting leadership styles to technological advancements and fostering effective teamwork within the workplace. The report concludes by reinforcing the interdependence of leadership and management as essential components for achieving organizational goals within the service sector.

LEADERSHIP AND
MANAGEMENT FOR SERVICE
INDUSTRIESLO-1

Introduction
 The foundation of a business organisation is highly depended on the
leadership and management quality adopted by a company.
 For effective functioning of all the activities of business, leadership
and proper implementation of management activities are very essential

Classical Management theory
In past, managers of Marriott Hotel had worked as per basis of Classical
Management theory, which was based on the impression that the workers can only
have economic and physical needs. But this theory had failed to take in account
social and job satisfaction needs of workers.
It had also advocated the specialisation of labor that is based on centralised
leadership and decision-making approach, which ultimately result in profit
maximization.

Scientific Management Theory
 Currently, managers of Marriott adopt the concept of
scientific theory of management. It includes
identification of each portion of task, including the
best alternative option to accomplish the same.
 Hereby, workers are carefully selected keeping in
mind the needs and requirements of hospitality
industry. They are given specific training. Managers
are also become cooperative in nature and much
make sure that workers are working in right
direction.

Bureaucratic theory
 This is a type of classical management theory,
which can be seen in public and private sector
organisation.
 By implementing this theory in management style,
managers of Marriott will gain opportunity to
focus on operations of in hierarchical way.
Moreover, under bureaucratic management each
employee will also reports to high authority of the
company who ultimately reaches out to president
or CEO.

Handy's Culture
Charles Handy has designed a model which formulates four types of organizational
cultures. They are explicated below:
– Power Culture : Managers of Marriott had implied this culture in past, by
giving powers to some leaders to lead the workers as per own manner in
order to achieve business objectives on time. But it had highly demotivated
the others and led to decrease performance as well.
– Role Culture : This type of culture had also adopted by managers to give
clarity in roles and responsibilities to each worker. But it had included a
little scope for expert power.

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–Task Culture: Currently, managers of Marriott implements task culture by
mixing right skills and qualities with right employee. It helps in completing
every task in highly effective manner. But there is a high risk of reducing
creativity in work.
–Person culture: Managers of respective hotel needs to adopt this culture
which is based on people-orientation. Hereby, power will lie in each group
that reduce chance of major conflicts and increase productivity of workers
as well.

Deal and Kennedy's Cultural Model
As per Deal and Kennedy there exists four diverse types of cultures
which are influenced by cultural patterns as well as practices. They are
mentioned below:
● Tough Guy Macho
● Work Hard/Play Hard
● Bet Your Company
● Process

Leadership & Management
Leadership: It refers to formulation of new vision as well as
direction for a certain group who have followers. It is a act of leading a
group for attainment of identical goals.
Management: They are responsible for giving directions as well as
controls resources and people within a group as per values which have been
established within their organization

Role Of a leader and a manager
 A leader is person who holds a dominant and superior position as well as
exercises a high degree of control. In Marriott, leaders play a crucial role in
providing right direction to employees and influence them to give more
contribution in achievement of business objectives.
 A manager refers to a person who holds entire responsibilities in managing
and operating business successfully. Hereby, managers of Marriott are mainly
responsible to determine actual need of customers and offer them services
accordingly.

Role of leaders
 Primly the leader of an organisation sets the goals that an organisation
aims at attaining. Moreover, he coordinates with employees to provide
them the target, which is be achieved.
 Leader is a person in an organisation who is majorly responsible for
shaping and establishing an organisation into the marketplace.

Comparison of Leadership Style
 Autocratic Leadership Style: Using this leadership style in past, managers
of Marriott Hotel was mainly focused on making decision without adopting
the inputs from anyone. It was helped in adhering strict rules to achieve
business objectives but also led to foster low level of employee engagement
also.
 Laissez- faire: Managers of Marriott currently use this leadership style,
whereby the staff is encouraged to work as per own concern in order to meet
deadline that increases their level of engagement. But this may lead to obtain
poor outcomes if workers are not properly skilled or having less knowledge
about given task.