Work Placement Leadership and Managerial Competencies

This report provides a comprehensive analysis of the leadership and managerial competencies at New England Hotel, a hospitality group. It covers key areas such as communication, strategic thinking, ethics, and resource management. The report evaluates the hotel's performance against these competencies, highlighting strengths and areas for improvement. It also delves into the hotel's operational processes, stakeholder engagement, and management practices, offering a detailed overview of its organizational structure and effectiveness. The analysis includes a value chain assessment and recommendations for enhancing the hotel's overall performance and sustainability.

Key Work Placement
Leadership and Managerial
Competencies

Table of Contents
INTRODUCTION...........................................................................................................................1
Key Objectives for placement.....................................................................................................1
Communication and interpersonal relating.................................................................................3
Clarity of process/ systems..........................................................................................................5
Values and Ethics........................................................................................................................6
Strategic Thinking.......................................................................................................................9
Engagement...............................................................................................................................11
Management Excellence...........................................................................................................13
Resource management..............................................................................................................16
CONCLUSION..............................................................................................................................18
REFERENCES..............................................................................................................................19

INTRODUCTION
Market scenario is continuously changing with the variations occurring in different
aspects of organisational working such as operations, customer satisfaction, services and
products, marketing, human resources and many other related. In such conditions in order to
bring sustainable growth and development, it is imperative to have effective leadership and
managerial skills to be possessed by all. Report is prepared to elucidate the different components
associated wit it such as fulfilling key objectives of the work place, communication, clarity of
process and systems, values and ethics, strategic thinking. Engagement with different groups,
management excellence and resource management. For the purpose, a hospitality group, New
England Hotel is taken into consideration. It is the Bed and Breakfast guest accommodation
established in 1981 (Alkhafaji and Nelson, 2013). It is recognised for its high standards of
services, quality accommodation and its location at popular area of Pimlico. Report throws light
on the competency level of the selected organisation with respect to the key work placement
leadership and managerial abilities.
Key Objectives for placement
New England Hotel is the planned hotel which functions in a systematic and structured
way. In order to bring adaptability with the changing environment, the management style of the
organisation is made very flexible in nature. Engaged in number of activities, there are certain
goals and objectives set by it segmented in three areas that are corporate objectives, service
objectives and management objectives.
Vision: Good place, good food and good service
Corporate objectives
 Providing the optimum place to the customers to stay and fulfil all the purpose of their
travelling (Allen and Kusy, 2011).
 Oblige them with the scrupulous delights available at the place as per their needs and
wants.
 Increase the recognition of the Hotel through different methods.
 Creating the profit margin in the significant amount which is above the median of the
wage rate of employees working in the organisations.
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 Increasing the reach of hotel in market in the prominent manner through effective
measures.
Service objectives
 To provide the personalised and thoughtful services to the customers and travellers.
 Optimum level of facilities and equipments provided to the customers for their greater
satisfaction (Bolea and Atwater, 2015).
 Providing them the clean and comfortable rooms along with the accessible and enjoyable
public areas.
 Competent staff to greet them warmly and extent prompt and precise services without
any delays and disruptions. Taking care about all the aspects related to the customer service and the accommodation
provided to them which includes their safety and security.
Management objectives
 Abiding all the laws and regulations laid for the organisations operating in the hotel
industry and communicating them to all the employees working in it.
 Creating a good corporate image through inculcation of ethical considerations n the
process and goals.
 Reflecting the principles and values of the organisation New England Hotel in their
working (Meager and McLachlan, 2014).
Management and leadership approach of New England Hotel
Encouraging sustainable operational practices, New England Hotel has build a brand
standard. It caters to improve the building efficiency through adoption of some key elements
such as good governance, fulfilling customer expectations, using the best practices and others in
the following manner. Excellence in working: New England Hotel, striving towards bringing superiority in
work, functions with the integrated approach. In the process it inculcates all the elements
associated with the organisation in order to fulfil goals and targets. It adopts inclusive
strategy for the purpose. It monitors the progress of the company and its competency with
the global scenario. In order to derive excellence among all the operations, diversity in
workforce, owners, customers and suppliers is embraced.
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 Councils: There is the board of directors which comprises managers who formulate
policies and strategies to accomplish organisations objectives and missions. These
strategies are framed with respect to perpetuate the core values and principles of the
organisation (Mostovicz, Kakabadse and Kakabadse, 2009). With the complete overview
of market scenario and competency with organisation's working and resources available
plans are prepared.
 Corporate Governance: New England Hotel in function from last three decades has the
long standing commitment to integrity and loyalty. It creates a formal structures
specifying the roles and responsibilities of each department. These roles and
responsibilities are supposed to be followed with the implementation and use of proper
code of conduct (Terrell and Rosenbusch, 2013). Further, the everyday decisions taken
by the board of directors and the other employees are required to taken by keeping in
consideration all the factors affected to maintain he sustainability in business strategy,
environment and work place.
Communication and interpersonal relating
New England Hotel is the hospitality and service company. The service workers
outnumber the production worker belonging to the different functional groups and departments
of the organisation such as marketing, operational, human resource, finance and accounts and
strategy management. All the employees in the selected organisation work in a team work in the
collaborated manner. For that purpose, communication has become the important part of all the
tasks performed by them. The extent of communication is increased both within the organisation
and between the different organisations and groups which increases the importance of the
techniques and methods used for communication. In conventional ways people communicate
with each other through meetings, letters, emails, face to face interactions, reports, memos and
many other related mediums (Vencato and et.al, 2014).
There is the requirement of better facilitation of communication process among the
different team members and with the customer for the following reasons.
 With the increase in domain of working, it is becoming more complex and challenging.
Hence, it can be effectively done through proper communication and coordination. In that
respect in New England Hotel it is taken care about to process the smooth and precise
communication system.
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 With the use of effective communication, the working in New England Hotel, the
working has become faster and accurate.
 Due to slew of operations conducted in organisations, workers are distributed in nature
which demands smooth connectivity.
 With the aim to bring competitive advantage over the rivals and competitors, New
England Hotel has inculcated the technological advancements in its operations and has
made the communication faster (Collins, Emsell and Haydon, 2001). The strategies and policies framed by the strategic level of the organisation has the
communication process to play vital role. As the instructions are passed from higher level
to the lower one in a sequence.
Communication functions in New England Hotel
In New England Hotel, communication has some basic functions to play such as
delegating; leading, motivating and influencing; problem solving and decision making and
conflict management.
Delegating: It refers to the communication of roles and responsibilities from the higher officials
to the lower ones. Due to hindrances and obstacles in the communication process, the preciseness
and promptness get lost and the work is not effectively performed by the employees. Effective
communication enables the employees to have the in depth understanding of the principles and
values of organisation. In New England Hotel it is essential to understand the need of customers
and fulfilling their wants accordingly. In that process there is the requirement of proper
coordination.
Leading. Influencing and motivating: Senior management is accountable to derive the optimum
results from the employees working in the organisation in the optimum manner. New England
Hotel is the established organisation which appoints employees on frequent basis with the
required competencies (Crossan and et. al, 2011). In order to get the desired results and
outcomes, senior authorities of the group motivates them and keeps them dedicated towards the
work and tasks assigned to them.
Problem solving and decision making: In order to increase the extent of communication level in
the organisation, New England Hotel is using the democratic leadership. In this type there is high
level of participation of the employees from all the levels in the decision making process. It
brings innovative and creative solutions of all the problems arising while executing the process.
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With the greater involvement of people, New England Hotel is able to adopt the pragmatic
approach and resolve the obstacles arising.
Conflict management and Negotiation
Organisation is the group of people which strives towards the achievement of the
organisational goals and targets. In that process there are many conflicts and disputes arises
between the employees with diverse backgrounds. These disputes arise due to differences in
ideas and perceptions (Johansen, 2012). In order to resolve them there is the need of effective
communication process. As with negotiation between the parties associated and listening to their
view points optimum solution can be derived.
Clarity of process/ systems
New England Hotel, works in an integrated manner. It adopts the total hospitality product
model in which it functions in the collaboration with different groups and agencies such as
multidisciplinary teams, stakeholders, associates and other groups. Also, the have a certain kind
of relatedness with the customers for which they are extending their services. With different
forms of engagement in the structured manner there is the clarity of process adopted in the
selected organisation New England hotel.
Owners and Board of directors: They are accountable to bring the economic development in the
hotel group through formulation of different plans and strategies. These associations such as
executive committees, advisers, research groups, analysts and other help in framing the tactic to
bring fast pace and sustainable growth and development of the organisation.
Customers: They are the central part of al the operations conducted by New England Hotel. An
effective customer relationship management is done through maintaining and effective
coordination and connectivity with them (DuBrin, 2012). It is processed through providing them
the optimum and high quality of services, making continuous connectivity with them through
different communication channels to seek their opinions and vies.
Shareholders: The shares of the organisation are distributed among the different individuals and
private owners. Organisation along with complying with the goals and objectives in regard to
satiating the needs and wants of customers, it makes operations to provide the high amount of
returns to the investments.
Government, NGO's and environment groups: New England Hotel is maintaining its
associations with Government and other legislative and non profit organisation for the purpose of
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Lobbying, advocacy for reduced emissions from deforestations and degradation, strategic
partnerships to resolve the issues that has impact on global level and for other purposes
(Johansen, 2012).
Associates: There are many groups such as suppliers, trading partnerships with other hotel
groups and strategic partnerships to increase the efficiency of operations conducted at New
England Hotel.
Values and Ethics
Ethics and values are the set of principles followed by an organisation on the basis of
which the decision making process is relied. It is maintained by the organisation to extend
benefits to both the internal and external stakeholders of the organisation. New England Hotel
with the wide range of stakeholders and customers associated with is following the high degree
of complaints with values and ethics. There are number of advantages experienced by the
organisation New England Hotel by having positive ethical corporate culture. Such as the hotel
group has found that with the adoption of certain code of conduct the morale of organisation and
employees working is very high (Demir and Gocer, 2011). With the creation of good brand and
corporate image large stream of customers are attracted towards the organisation caters to enjoy
the service provided by the New England Hotel.
Maintaining ethical standards leads to the enhancement of good organisation-customer
relationship and retain them for longer period due to improved customer loyalty. Organisations
working in intense market conditions are vulnerable to suffer negative exposure or public
backslash if it is not following ethical standards hence, New England Hotel has always free from
such risks. New England Hotel has certain set of principles on the basis of which its operations
are based. The working with the inculcation of ethics and values attracts number of stakeholders
towards the organisation in different ways. Such as financiers are willing to invest, suppliers
caters to associate with the organisation, customers seek to enjoy the service provided by them
and many other related (Faulkner, 2002). Further, it also acts as the symbol that guides other
organisation and community to adopt this practice.
In order to comply with optimum level of values and ethics, New England Hotel has
inculcated four elements in its practices which creates an ethical environment in organisation.
Acting with Honestly and integrity
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Honesty and integrity is maintained in the organisation in different forms such as while
maintaining the records and documents, having interactions and relationships with customers,
government, competitors, suppliers and other stakeholders.
 New England Hotel complies with the laws and regulations in the context of recod
keeping about the transactions and operations. All the expenses incurred are accompanied
by the receipts received, information provided to the government and other regulatory
bodies are authentic in nature (Grosse, 2000). Auditors are always responded truly by the
hotel in the context of receipts of funds, transactions, purpose of different operations and
many others.
 New England Hotel is dedicated to provide the personalized and thoughtful services to
the customers. The management and employees are determined to treat the customers
fairly and with respect. Being forthright and honest in all the dealings and relationships is
an important component of coded of conduct.
 The organisation follows the competitive practices and abides all the laws and regulations
laid in the related context (Grunig, Clark and Kuhn, 2010). It has always stayed away
from the practices of affecting prices unfairly and improper of allocation of business. It
makes the agreements with competitors and other business entities in the lawful manner.
In includes following the terms and conditions decided in the agreements, not refusing
the deal signed with suppliers, customers and other organisations. It prohibits any kind of exchange of commercial bribery and improper gifts from
customers, suppliers and business entities. It states to avoid the acceptance or giving of
bribery, illegal gratitudes and gifts.
Safeguarding employees, customers and visitors
It has been the prior duty of the organisation protect and respect the associated members
of the organisation such as customers, employees and other groups such as suppliers.
 Effective workplace results in the increment in the efficiency and productivity of the
operations conducted by the employees (Kourdi, 2010). In that regard, it is ensured that
employees working there experience the resourceful environment through enabling the
fair and harassment free workplace.
 At the workplace high degree of safety and security is maintained with the adoption of
appropriate measures. It has been laid in the policy of organisation to enable the medical
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insurance of employees to safeguard from any kind of accidents and harms. Appropriate
measures are adopted for the health and medical safety. Further, the infrastructure of the
hotel is built to ensure the safety of all the customers, employees and visitors at the
premises. Along with the above measures, New England hotel provides their employees the
opportunity to grow and develop. In that respect different programs and development
sessions are conducted to increase their efficiency level and productivity that enable them
to grow and develop (Eshun, 2009). Adequate counselling and monitoring is provided to
resolve any form of issues and problem faced by them that are related to work and
organisational context.
Confidential reporting system
 Information and knowledge dissemination plays vital role in following the proper
code of conduct. It states that there should be the proper use of assets of company.
It includes both the tangible and intangible products such as rooms, vehicles,
software, computer system, rooms, trade secrets, patented information, corporate
opportunities and proprietary information.
 It is abided by the employees to protect the confidential information such as sales
and marketing strategies, pricing strategies, operational procedures, trade secrets,
new product developments, changes in New England management and many
other related (Ghezzi, 2013).
Promoting the greater good
Along with the enhancement of profitability and productivity organisation has always
been indulged in the activities for the social upliftment. In that regard it promotes the goodness
in the society. It believes in the concept of giving back to the community in the multiplier form
what society has provided it.
 It complies with the human rights and laws and regulations which states to adopt the
human rights policies. Indulged in the service industry, organisation has always extended
the optimum service level to the customers and always maintain the human dignity and
respect to all the stakeholders associated (Cummings and Worley, 2014).
 It realises its environmental responsibility and adopts the measures to minimize the harm
laid by it to climate and other natural resources due to its operations. Such as it adopts the
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proper waste disposal methods that reduces rationalise the use of stuff and resources.
Further, it ensures that there is minimum emission of harmful gases from the vehicles
used by the organisation is all respect.
 Along with this it also conducts different programs that supports the education and health
upliftment of the community (Whyte, 2013). In that regard it donates and supports the
education programs conducted to increase the literacy of people below the age group of
18.
Strategic Thinking
Strategic framework plays vital role in an organisation as it enables the New England
Hotel to utilize the resources in effective manner with the proper allocation and strategic
building. There is the board of directors in the organisation of 10 members that comprises
Managing director, vice chancellor and 10 managers of different departments such as that
advisory, technical strategy, legal aspects, marketing, regional, planning, operational and others.
The board of directors prepares strategies and plans on the basis of the analysis made about the
emerging crises and opportunities encountered by the organisation (Hatch and Cunliffe, 2013).
These strategies and plans are prepared with advises and suggestions provided by the board of
directors and the strategists to foster the growth and development of the organisation in different
aspects.
An analysis is made in the context of utilization of resources in the organisation and their
competency level of the organisation's operation with respect to the changing market
environment and conditions. In that regard value chain analysis of the organisation is conducted.
Primary activities
Inbound logistics: It is the internal process in which the raw materials is distributed to the final
place which is responsible to deliver the product at the final place. From the analysis made about
the new England hotel it has been inferred that the inbound logistics of the organisation are not
that efficient to comply with the changing environment and market condition (López, 2005). In
that respect there is the requirement of the inculcation of the improvements in different aspects.
Operations: These activities are responsible to decide the efficiency and productivity of
organisation in all respect such as the selected organisation New England hotel is indulged in the
hospitality industry with the slew of operations such as providing accommodation, food and
beverage, marketing of its offerings, finance and many other related. There are areas it is
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