Leadership and Management Strategies in Hilton Hotel Operations

This report provides an in-depth analysis of leadership and management practices within the Hilton Hotel. It begins by comparing the roles and characteristics of leaders and managers, highlighting their distinct responsibilities. The report then evaluates how these roles and functions apply in different business situations, such as policy changes, staff conflicts, and technological advancements. It explores various leadership theories, including system theory, contingency theory, and situational theory, and discusses their practical application. Furthermore, the report examines key approaches to operation management and the roles of leaders and managers in achieving business objectives. It also assesses how factors within the business environment impact operational management and decision-making. The analysis underscores the importance of effective leadership and management in driving organizational success within the Hilton Hotel, providing insights into strategic approaches and operational efficiencies.

Management & Operations

Table of Contents
INTRODUCTION...........................................................................................................................1
LO1..................................................................................................................................................1
P1 Compare the roles and characteristics of the leader and managers........................................1
LO2..................................................................................................................................................3
P2 Evaluating the examples of how the role of leaders and functions of managers apply in
different business situations.........................................................................................................3
P3 Apply different theories and models of leadership approach.................................................4
LO3..................................................................................................................................................6
P4 Evaluate the Key approaches to operation management and the role which managers and
leaders play..................................................................................................................................6
P5 Describing the value of operation management in achieving the business objectives...........8
LO4..................................................................................................................................................8
P6 Access the factors within the business environment which impact upon the operational
management and decision making by leaders and managers.......................................................8
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Operation management is one of the important function of the business which is
concerned with the main operations of the business to develop the goods and services. It is
mainly concerned with converting the raw material by applying and managing the human
efforts within the company in order to convert such efforts into final products. Operation
management can also be referred as a designing and controlling the process of production and
redesigning the business operations in the production of goods and services. This study will be
based on the operation management within the Hilton Hotel. The report will help in
understanding the managerial behaviour within the business. It will help in developing a
knowledge about the role and characteristics of the leader within different situations of the
business.
In addition, various models and approaches will be explored in order to understand the
leadership and management styles within the Hilton hotel. This study will also provide the key
approaches to management and the role which leaders and managers play within the
organization. Although, effective operation management will help in achieving the main
objectives of the firm. It will help accessing the factors of the business environment which
impacts upon the operational management and decision making of the leaders as well as
managers.
LO1
P1 Compare the roles and characteristics of the leader and managers
Leader
A leader is known as the leading entity of a group, organization or a country. There are
many roles a leader have to play in group and responsibilities a leader need to full fill. Here
some roles and responsibilities of leader are explained.
Roles of Leader
This is the main role of leader in organization to guide and help other employees to get
success in their work. This important to maintain company performance to improve the
productivity (Pavlineri, Skoulikidis and Tsihrintzis, 2017). This can help the team members to
achieve the common goal. In the role of facilitator the leader need to arrange things to conduct
particular operation. There are different tasks allocated to the team members with in the team
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and for the completion of goal with in the deadlines leader have to facilitate working of each
team member. This can help to improve performance and productivity of Hotel Hilton.
Characteristics of Leader
The main responsibility of team leader is to set example for employees by performing
quality of work or action. The dedication and optimism of leader can be given as example to
the employees to motivate them. To communicate the vision and mission of Hotel Hilton in
employees is responsibility of leader. In an organization different kind of situations occurs and
it is duty of leader to find or seek solution for the problem or situation. Motivate and inspire the
employees is also an important responsibility of a leader. So according to this requiirement a
leader should be good listener, good facilitator and
Manager
The manager is a person who is responsible for Controlling and administration of a
group, organization or staff for effective out comes.
Roles of Manager
In an effective the role of manager is to design an efficient strategy to manage the work
force of company. A better work strategy can improve individual performance of employee
along with Hotel's profit (White, 2016). The manager is the head and controller of
organization's operations. To maintain the performance and operation manager have to monitor
the whole processes of organization. It is also a role of manager to motivate and encourage the
employees to perform better. This is also considered as the role of manager to implement
change in the company procedure and methods to improve the performance of organization.
Characteristics of Manager
The different characteristics of manager are important for the growth and success of
company in business. A manager need to have enough experienced to handle the operation and
different process in the Hotel Hilton. This experience can help the manager to face different
situations within organization. Good communication skills are also needed to communicate the
important information, data and vision of leaders in employees. Without good communication
the effectiveness of data transfer will be reduced. For a manager good knowledge of company
process is required. Better knowledge of company operation and working can help manager to
conduct the business in improving manner. These are few important characteristics are required
for good manager.
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LO2
P2 Evaluating the examples of how the role of leaders and functions of managers apply in
different business situations
Organization is a comprehensive unit which consists of various departments to carry out
the successful operations and managing the human resource within the business. In order to
carry out such operations and managerial activities, it is very important for the managers and
leaders to play a vital role in managing the effective and efficient operations within the
business. In Hilton Hotel, managers are responsible for the planning, coordination, and
controlling the directions within the business in order to achieve the main objectives of the
company. The role of the manager is to communicate all the policies and procedures made by
the higher management authority to the lower management staff within the firm (Banasik and
et.al., 2018). Also the manager need to get the strategies executed and managed effectively by
the staff members of the company.
However, Leadership is the action of leading the employees to achieve goals. So leaders
play an important role in improving the performance and productivity of the employees. The
role of the leaders is to build the relationship among the staff members and motivates the team
to achieve the main goal of the organization. As the Hilton Hotel consists of various
departments which carry out the different operations according the their departmental work.
Therefore, there are various certain or uncertain situation raised within the Hilton Hotel which
need to be effectively and efficiently resolved by the leaders and managers of the company so
that the staff members remains motivated at workplace. So various situations are as follows:
Situation 1: The change in the policy within the Hilton Hotel
During the change in the policies and procedure within the business, staff members get
demotivated and it may create the lack of employee retention within the business (Bienhaus
and Haddud, 2018). Demotivated staff may be responsible for the lack lack of productivity and
lack of focus towards achieving the main objectives of the company. So in this situation, The
role of the leader is to motivate the employees to resist such changes within the organization.
The role of the leader is to support the team members and find out the ways to make their work
easier. On the other hand, the function of the manager is to offer employee benefit schemes
so that staff feels motivated and resists within such organizational environment. In this
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situation manager need to influence the positive work culture by delivering a motivating and
inspiring speech to ask the staff for the supports in such situations.
Situation 2: Conflict between two staff members
Conflict is one of the common practice within the corporation world which may
sometimes leads to unethical behaviour within the business. So in this situation, the role of
leader is to find out the main reason behind such conflict by having a communication with
team members. Also, leaders have to resolve the matter at his own level by satisfying the
perspectives and point of view which leads to the massive conflict between the team members
(Gächter and Renner, 2018). Function of the Managers is to control such situation and try to
coordinate between both the parties. Also managers have to communicate personally to both
the parties in order to understand the actual situation from both the sides. This will allow the
manager to take the fair and equal decision regarding both the parties.
Situation 3: Technological advancement within the company
When the technology changes within the business, it may impact on the operational
practices of the employees in Hilton Hotel. So this may minimise the productivity which
resulted in the decreased profits within the organization. So in this situation, managers and
leaders both play the vital role in controlling and managing the operational practices and
improved productivity of the staff members within the firm. The role of the leader is to
inspire the employees and guide them to resist such changes by having a effective
communication with the team members. Leaders have to guide the team members to adopt such
changes which allows them to develop new skills (Heymann and et.al., 2018). Also, the
managers have to organize the trainings in order to improve the technological skills among the
staff. Also this will help in improving the efficient and productivity within the organization.
P3 Apply different theories and models of leadership approach
System Theory of Leadership
The system theory of leadership states that the performance of organization is based on
the particular system. This theory says that different kind of situations can be handled by leader
by making change I the system of organization. The solution of different problem is system
oriented. According to this theory leaders can design a system to improve their productivity in
organization. The approach of the leader in the organization is to design different policies and
systems to achieve the particular gaol of Hotel Hilton (Botín and Vergara, 2015). By using
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different system of monitoring and assessment can help the leader to increase the productivity
of company. As per this theory of leadership the operation and function of leader can be
managed by various systems.
Contingency Theory of Management
The contingency theory of management says that the operation and approach of leader
or manager is not constant. The approach of leader changes and varies according to situation.
There is no best or permanent method to manage and lead an organization. Method of
leadership is based on different internal and external factors of organization. The decisions and
methods used in Hotel Hilton are depended on the present circumstances. The effectiveness of
management is relied on particular situation. It can be stated that a leader is good or effective
when their leadership style fits for particular situation. The performance of leader is based on
their situational handling capacity. According to this theory approach of leader should be
instantaneous and effective for the situation.
Situational Theory of Leadership
this theory is same as the contingency theory of management. According to this theory
the approach of the leader is dependent on the situational. In this theory different way of
situation handling are suggested. This theory is based on the relationship between the leader
and followers. The approach of leader is to influence the behaviour of employees by
implementing relevant decisions (Khanna, 2015). To make this theory there are four types of
working models. This four conditions are Telling, Selling, Participating and Delegating. In
telling the leader of organization guide the employees according to organizational needs. In this
type employees have no power to take decision. Decision taken be leaders.
The second type is selling the leader convey their idea to employees or follower and ask
them to follow the decision. The level of authority of follower is higher in this than telling
approach. The third approach of situational leadership theory is- the leader and follower both
participate in decision making process. They both play important role in decision making
process. The level of authority in follower is higher in this approach. The last approach of
situation leadership is delegating. In this approach the power of decision making is delegated
between the followers or employees. The leader allows them to take decision for organization.
Role of leader is to delegate the power in employees and then let them take decision. In this
situation followers are responsible for the decision they have made.
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LO3
P4 Evaluate the Key approaches to operation management and the role which managers and
leaders play
Operation management is defined as the administration of the business practices in
order to produce or manufacture the goods and services which is sold for the final consumption
in the market. Operation management is also concerned with the conversion of the raw material
and human resource of the company to create the finished product which generates the profits
within the organization. In order to carry out the main operations of the Hilton Hotel
effectively, it is very important to control and managing the demand and supply of the
organization which allow the manager of the Hilton hotel to manage the main operations within
the business. Key approaches to operation management are responsible for the management of
supply chain, design, performance measure and quality of the product which are been
manufactured within the Hilton Hotel (Mwai, Namada and Katuse, 2018). So various key
approaches that helps in managing the effective business operations within the business are as
follows:
Six Sigma
This approach helps in streamlines the quality control in an efforts to improve the
current process of operation management within the Hilton Hotel. It can be considered as a
quality management methodology which is used to help the business in improving the quality
of the goods by eliminating the defects. The main goal of this six sigma Operation management
approach is to control the quality during the manufacturing or operation within the Hotel. Also
it helps in identifying and eliminating the any defects that are causing variations in quality by
defining a sequence of steps around the certain target to achieve the main goals. Six sigma is
important because it scores much higher over other quality improvement techniques which are
generally employed within the organization in order to control the production quality within the
Hilton Hotel. Six Sigma enables the business organization to achieve the main objectives of the
Hilton Hotel.
Leaders play the role of motivator who helps in improving the main performance of the
firm. Application of effective leadership style helps in influencing the employees to continue
sly focus towards the improved quality of the goods and services (Puklavec, Oliveira and
Popovič, 2018). Managers plays the role of a good coordinator and communicator who
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manages the supply chain management process and also communicates the such decisions to
the operation management staff.
Lean Manufacturing
Lean Manufacturing or Lean production is a systematic method which helps in
minimizing the waste within the manufacturing system without sacrificing the productivity
within the Hilton Hotel. This Technique concentrates towards the waste management which is
produced during the manufacturing and production of the goods within the Hilton Hotel. Along
with this, This method cannot compromise the waste management with the improved
productivity. This approach helps in improving the effectiveness of operation management and
also it helps in reducing the waste and also helps the company to achieve the cost effective
production (Rawhouser, Cummings and Newbert, 2019). This helps in delivering the satisfied
product to the customers which results in a increasing the customer approach which helps in
increasing the profitability within the firm. This approach also eliminates the functional
barriers which leads to improve the time to ensure that the processes are smooth from the time
when the order is received through delivery.
Application of the Lean Manufacturing within the Hilton Hotel allows the leaders to
improve the cost effectiveness within the firm. Therefore, the Role of the leader is to monitor
the productivity and efficiency of the employees in order to improve the overall business
performance. The role of the manager is taking the decisions regarding the production and
manufacturing which helps in managing the supply chain of the Hotel.
TQM
Total Quality method consists of organization wide efforts to install and make the
permanent climate to allow the employees in continuously improving the ability to provide on
demand services to the customers of the Hilton Hotel. It is the continues process of detecting
and reducing the errors in manufacturing process. It helps in streamlining the supply chain
management which leads to improving the customer experience and ensures the updated
knowledge of the employees. Total Quality management is a structured approach to overall
organizational management. It focuses towards the improved quality of an Organization's
output which includes the continual improvements of internal practices.
The role of the Leader in Implementing the Total Quality management is to take the
situational decisions regarding the improved performance within the business (Slack, 2018)
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(Townsend, 2018). Also, Managers play the role of the motivator who makes the strategies and
motivate the employees to meet the main objectives of the business.
P5 Describing the value of operation management in achieving the business objectives
Operation management is one of the important process and function within the
organization as it involved in planning, supervising, managing, controlling and supervising the
production and manufacturing process. The main objective of the Operation management
within the Hilton hotel is to ensure the timely delivery of the product in order to successfully
turn the raw material into finished products. Therefore the Operation management plays the
vital role in order to run the project successfully (Sun and et.al., 2018). Operation management
is how the business leaders take raw material and convert them into saleable goods or services.
It has various benefits which can be described below:
Product Quality
All the companies are mainly aimed at producing the best quality product at reasonable
prices which helps the Hilton hotel in increasing the sales which generates the huge profits for
the company. So Operation management is one of the important function which deals with the
quality of the product which is praised by the customers and helps in growing the business
furtehr (Importance Of Operation Management, 2017).
Customer satisfaction
Effective practices within Operation management helps in delivering the best quality of
services to the customers which attracts large number of customers towards the goods and
services of Hilton Hotel. Therefore it helps in sustainable growth and development of the
company which resulted in higher profitability.
LO4
P6 Access the factors within the business environment which impact upon the operational
management and decision making by leaders and managers
Business environment can be defined as the sum total of all the external and internal
factors that influence the work environment within the Hilton Hotel. All such factors which
directly or indirectly influence the work environment and effect the main operations of the
business can be considered as the Business environment factors. As the business organization
consists of various different types of function which carry out the different operations. So there
are various different types of factors that may influence the work environment. Internal factors
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which influence the decision making within the Hilton Hotel includes the system, structure,
conditions and people within the organization which can be controlled by the company (Wang
and Guan, 2018). Therefore internal factors which influence the business environment and
decision making of the leaders and managers are as follows:
Employees and managers
Human resource and all the staff members of the Hilton Hotel are one of the important
factor as they are the one who contributes their efforts towards the successful operations of the
business. Employees carry out the main operational activities of the business therefore if
workforce of the Hilton Hotel are demotivated from their work then it may effect the overall
productivity which influence the main objectives of the firm.
Financial resources and equipments
It is also one of the important Internal business environment factor which may impact
upon the capabilities of the Hilton hotel to deliver the optimum output. Lack of financial
resources and other equipments may determine the growth and success of the company.
Company Culture
The internal culture consists of the values, attitude and priorities in which the
employees perform the job within the Hilton Hotel. Work environment of the business and
policies and procedure used within the Hotel may favour the employee's working style.
Positive work culture may influence the motivation among staff members which helps in
bringing the best performance and productivity within the business (Zhang, and et.al., 2018).
So Therefore it is one of the important internal factor which influence the Operation
management within the organization and it also impacts on the decision making power of the
leaders and managers.
However, external factors are those which occurs outside of the company. Such external
factors includes customers, competition, political changes, technology advancement, legal
procedures etc. These factors are not controlled by the company as they are the external factors
which affects the operation management of the business. External Factors which influence the
operation management and decision making of the organization are as follows:
Economic Factor
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It is main External factor that impacts on the operational activities of the Hilton Hotel.
This key factor determines the Governmental issues which may resulted in the recession of the
prices of the product. This impacts on the cost of production and therefore it effects the
companies main profitability. However, in a bad economy, even a well-run business may not
be able to survive. For example high interest rates on credit card can discourage customers
spending power which cannot be controlled by the business. Economic factors may helps in
identifying the threats and opportunities.
Competition
Due to the growing competition in the market, various organizations are introducing the
different products and services. So people are attracted towards the new and innovative
concepts provided in the market Therefore it is hard for the existing industries to survive in this
highly competitive world (Zhang, and et.al., 2018). So the Hilton Hotel has no control over the
new entrants within the market which influence the customers to attract towards new industries.
In order to sustain in this competitive market and eliminate this external factor to impact upon
the main operations of the business, it is very important to bring innovation on timely basis.
Politics and Government policy
Political and legal aspects are one of the important factors which directly impact upon
the operation management of the organization. Also, changes in the governmental policies can
have a huge impact on the business. For example, now the people are becoming more health
conscious about their health so the government has established a strict orders to use more then
50% nutritious value within the manufacturing of the food items. So the companies costy value
is increased. Therefore it directly impacts on the cost of the production and influence the
operation management of the Hilton Hotel.
Customers
The companies run with a main aim to provide the good quality of product at
reasonable prices. The customer 's contributes towards the earnings of the company as the
customers purchase the product in exchange with the money which helps in generating profits
which is considered as the main objective for most of the corporate. So change in perceptions
and taste of the people may impacts upon the purchasing power of the employees and it may
alters their buying decision so this way the external factor impact upon the business
environment.
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