Leadership and Management Report: Hilton Hotel Case Study Analysis

This report provides a comprehensive analysis of leadership and management within the service industry, focusing on the Hilton Hotels & Resorts as a case study. It begins with an introduction to leadership and management, defining key concepts and setting the stage for the analysis. The report then delves into classical management theories, such as human relations theory and bureaucratic management, examining their application and relevance in the service sector. It also explores different leadership styles, including democratic and autocratic leadership, and their impact on organizational effectiveness. Furthermore, the report reviews the management and leadership styles employed in service sector organizations, emphasizing the importance of employee satisfaction and the use of digital technology. The latter part of the report discusses the future management and leadership skills required by the service sector, such as building face-to-face relationships, having a big vision, and data-driven decision-making, concluding with a summary of the key findings and their implications for future growth and success in the industry. The report also includes references to support the findings.

Leadership and Management for
Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................3
Part1.................................................................................................................................................3
LO1 Classical management theories and leadership styles..............................................................3
P1, different classical management theories and their application in the service industry.........3
P2. Role of leader and different types of leadership styles in service sector industry................4
P3 reviewing the management and leadership styles in service sector organisation..................4
LO2..................................................................................................................................................5
P4 to be covered in ppt................................................................................................................5
LO3..................................................................................................................................................5
P5 to be covered in ppt................................................................................................................5
LO4..................................................................................................................................................5
P6 future management and leadership skills which are required by the service sector and how
it can be achieved........................................................................................................................5
CONCLUSION................................................................................................................................5
REFERENCES.................................................................................................................................7
..........................................................................................................................................................8

INTRODUCTION
Leadership is setting new vision or direction for a particular group so that they can follow
and can integrate all their activities in one direction, Management is controlling and directing all
the business activities and resource for an effective achievement of organizational goal. Present
study is about the hotel Hilton & resorts which is a global brand of service hotels. And also
known to be Americana multinational hospitality company.
Further, it will explain about leadership styles and management theories. In addition to this it
will also explain about the future leaders and management skills which are required by the
organisation for future growth and success.
Part1.
LO1 Classical management theories and leadership styles
P1, different classical management theories and their application in the service industry
There are different theories of management through which managers can work efficiently
in the organisation and direct the employees work towards the organisational goal.
Some theories are: -
Human relation theory-this theories about the complete satisfaction of employees as
dissatisfied employees does not give their best to the industry and an organisation, human
relation theories say that managers and other stakeholders have to improve the relationship with
employees of the organisation by providing them the facilities which is required by them to
ensure that they give their best to the enterprise (Amanchukwu, Stanley and Ololube, 2015).
Bureaucratic management
This theory focusses ion operating the organisation in a more hierarchical manner so that
all the activities performed in the organisation are directed towards the same direction which help
them to achieve their individual as Well as organisation goal. In this theory each group of
organisations has to report to the higher authorities (Anderson and Sun, 2017). Task and roles are
assigned to each individual according to their specifications and management based on
hierarchies which streamlines the authority which makes a clear picture that who should report to
whom.
Hence, there are also many other theories which help organisation to work smoothly and
integrate their activities in one direction.

P2. Role of leader and different types of leadership styles in service sector industry
There are also many types of leadership style through which leaders can guide their
followers in one direction by integrating their activities to achieve the common goal.
Some style is explained below;'-
Democratic leadership – in this style of leadership the power is decentralized among
employees at all level so that they can also make their decisions according to their power and
authority.
Autocratic leadership- This is basically a reverse of democratic leadership as in this style
the organisation is completely centralised (Donate and de Pablo,2015). There the higher authority
of hotel Hilton has all the authority to take decisions and to make any implementation there is
need to take prior permission and approval from the higher authorities. This style holds and
directs the hotel activities in very systematic form to achieve the objectives.
P3 reviewing the management and leadership styles in service sector organisation.
The above explained are some management and leadership styles which helps organisation
to achieve their goals. By following different management styles, the mangers can effectively
and efficiently manage the business activities. Hotel Hilton is service providing organisation
where the Human relation theory is followed as Hilton is a large organisation in its way and to
make it run effectively and smoothly it is required for them to fulfil all the needs and requirement
the employees as employees are the human resource who contributes towards the organisation in
a way that they are able to achieve the organisational goal as employees contribute the most to
the enterprise it is necessary to satisfy the employees by maintaining the healthy relations with
them and providing them facilities and benefits which help them to motivate and encourage for
giving the best to the enterprise(Holten and Brenner, 2015). The democratic leadership style is
considered to the best effective as there is decentralized organisation which help employees to
get motivated as they are holding some power and also, they can effective decisions when
required which ultimately helps Hilton to work in smooth manner without disrupting the
complete flow of organization.
Digital technology helps the complete organisation in increasing their sales as using the
social media, internet, online marketing tools leads the organisation in increasing their sales and
profitability as it helps the company to expand its market share to the wider area. using digital
technology is not an easy task Mangers need to manage and integrate all the resources and

employees to avoid misuse of the technology and efficient use of technology and resources.
Leaders need to guide the company in which way they need to work and market their products
using digital technology. This technology makes the work of the leaders and managers smooth
and easy as they need not continuously monitor towards the marketing activities as through
online marketing company is able to market their products by just single clicks which is not
complicated task. Technology makes the task of leaders and manger much more easy and
convenient compared to before.
Part 2
LO2
P4 to be covered in ppt

LO3
P5 to be covered in ppt

LO4
P6 future management and leadership skills which are required by the service sector and how it
can be achieved.
Building the relationships and trust face to face – which means Hilton should need to
develop the face to face trust in their organisation in near future effective and efficient team
work. Currently, the interactions between the employees are done through texts or online
medium which cannot create trust on which individual depends on. So, they need to create a

relationship in such s way that individual can work efficiently in a team and the can be able to
integrate all the activities in one specified direction.
All leaders need to have big vision- which says that leaders having big vision will be
ready to take more risks and the risk is the indicator of more return (Renko and et.al., 2015).
Mangers and leaders must continuously think strategically that how they can increase their
applicability’s and how they can grow their business to earn and explore more.
Data driven decision making: the mangers also have to rely on the internal data to make
the important and key decisions (Schoar and Zuo, 2017). They must be able to know and analyse
the data from many other different sources and can draw key points from the available
information to make effective decisions. To be on top of this kill managers of Hilton must
require to be well versed in Excel and should get up the speed on SQL database skills.

CONCLUSION
From the above report it can be concluded that the various management theories and
leadership styles plays a crucial role in the organisation and also the different internal and
external factors which influence the management and leadership style of the organisation which
are need to be address by the organisation so that they can be able to achieve their goals and
eliminate any disruptions.
It can also be concluded that some hard and soft kills are necessary to be present in the
individuals for smooth running of the business which also hep organisation of service industry
for further growth and success. The report also depicts about the future management and
leadership skills which are required by the organisation for further growth and to be more
successful.

REFERENCES
Amanchukwu, R.N., Stanley, G.J. and Ololube, N.P., 2015. A review of leadership theories,
principles and styles and their relevance to educational management. Management.5(1).
pp.6-14.
Anderson, M.H. and Sun, P.Y., 2017. Reviewing leadership styles: Overlaps and the need for a
new ‘full‐range’theory. International Journal of Management Reviews. 19(1). pp.76-96.
Donate, M.J. and de Pablo, J.D.S., 2015. The role of knowledge-oriented leadership in
knowledge management practices and innovation. Journal of Business Research. 68(2).
pp.360-370.
Holten, A.L. and Brenner, S.O., 2015. Leadership style and the process of organizational
change. Leadership & Organization Development Journal.36(1). pp.2-16.'
Renko, M and et.al., 2015. Understanding and measuring entrepreneurial leadership
style. Journal of Small Business Management. 53(1).pp.54-74.
Schoar, A. and Zuo, L., 2017. Shaped by booms and busts: How the economy impacts CEO
careers and management styles. The Review of Financial Studies. 30(5). pp.1425-1456.
Storey, J., 2016. Changing theories of leadership and leadership development. In Leadership in
Organizations (pp. 33-58). Routledge.
Yahaya, R. and Ebrahim, F., 2016. Leadership styles and organizational commitment: literature
review. Journal of Management Development. 35(2). pp.190-216.
Online
Factors Influencing Leadership Styles, 2019:[Online]Avaialble
through:<https://bizfluent.com/info-8145993-factors-influencing-leadership-styles.html>.
Are Hard Skills Or Soft Skills More Important To Be An Effective Leader?,
2019[Online]Avaialble through:<https://bizfluent.com/info-8145993-factors-influencing-
leadership-styles.html>.