BSBMGT401 Leadership and Management Report: Le Prestige Hotel Analysis

This report analyzes leadership and management principles within the context of Le Prestige Hotel. It includes an introduction outlining the importance of effective leadership and communication. Task 1 focuses on creating an email and action plan to improve worker performance. Task 2 examines KPIs and performance plans, along with strategies for improving communication and employee engagement. Task 3 reflects on managerial performance, emphasizing customer service improvements. Task 4 develops KPIs and a performance plan to meet organizational goals and maintain ethical standards. Task 5 provides an email complaining about unethical behavior and a disregard for values. The report concludes by summarizing the importance of clear communication, employee development, and ethical conduct in achieving organizational success. Appendices provide supporting documents like performance plans and scenarios.

LEADERSHIP AND MANAGEMENT
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Table of Contents
Introduction......................................................................................................................................3
Task 1: Email and preparing action plan.........................................................................................3
Task 2: Leading meeting.................................................................................................................3
Task 3: Reflection on performance..................................................................................................5
Task 4: Development of KPIs and performance plan......................................................................5
Task 5: Writing email to question upon values and standards........................................................6
Conclusion.......................................................................................................................................6
References........................................................................................................................................8
Appendices......................................................................................................................................9
Appendix 1.......................................................................................................................................9
Appendix 2.....................................................................................................................................10
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Introduction
The objective in the managing the success rate of an organization requires proper access to the
support of the management and the leadership of the organization. Better achievement of an
organization is depended on the smooth communication among the people of the organization.
The following assignment is for the better understanding of the policies and the procedures of the
organization. It is evident that the operation of the organization and the success related to the
operation of organisation is discussed here in the assignment. The assignment also makes sure
that the managers and the leaders of the organization need to be well assured of the goals and
objective of the organisation.
Task 1: Email and preparing action plan
To
Cc
Bcc
Subject: Preparing action plan
Dear Sir, this email is to notify you about the action plan for the betterment of the workers of the
organization. The action plan is attached in the appendix of the assignment. The prime operation
of the organization is proper manager of the service ordered by the customers of the society.. The
society of the have marked the problems of late delivery of food, ethic is one of the prime issue
on the betterment of the organization too high class. The success rate of the organization is best
understood with the smooth development of the work of the organization. The workers of the
organization can be trained well and in a strict format for the better understanding of the
situation. On the other hand they can also be given proper time management training . It is to be
noted that the rise in the training of the organizational workers will lead to the slow operation of
the organization because of the time taken for the operation of the training. Most importantly,
from the option identified for the betterment of the workers of the organization, the time
management training is best because it gives proper training and assumption in maintaining time
and managing the orders.
Regards,
Manager of Le Prestige Hotel
Task 2: Leading meeting
The Key Performance Indicators (KPIs) of the Le Prestige Hotel could include as follows:
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● Setting of clear goals and objectives within the organisation
● Meeting up of the aims, motives and purposes of the hotel
● Devising new strategies to meet up the goals and strategies of the organisation
● Supervising actions of the employees under the restaurant
● Measuring the productivity of each employee of the hotel
Performance actionsTo improveTime frame
communicationTo improve the
communication, the
organisation can avail for the
better management of
coaching class in relevant
languages
For the better development of
the communication skill 1-2
weeks is required
Integrity and credibilityTo improve integrity and
credibility, organizational
workers can plan for better
introduction session and
proper session discussing the
job roles of the organization
To reach the best position of
the organizational workers.
The management need to fix a
standard of of coordination
with 3rd to 4th week
Active ParticipationTo make one secure to active
participation the organization
workers need to make one
understand the capability in
them. To bring out the
confidence in an
organizational workers fulfils
the objective of active
participation
To make the situation of the
organization capable enough
to change the organizational
managers need to be clear of
the fact and time (Young and
Dulewicz, 2015, p.30). They
are going to take around 5th
week to mid o 6th
MonitoringTo make sure that theThis process is everlasting as
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operation of the
organizational workers are
well monitored, the
organisation worker need to
be effective in understanding
the level of operation
the standard can be lower at
times but need to be evaluated
properly
Table 1: Performance plan
(Source: Learner)
Task 3: Reflection on performance
Being the manager of the restaurant it had been essential for me to look after the operations and
functioning of the management in an appropriate way. In order to enhance communicative and
interactive medium among the employees as well as between the employees and customers,
telecommunication and new application software had been installed where the customer service
helpline is available for the customers for 24*7 hours. It had been my utmost responsibility to
deal with the customers facing or encountering major issues with the delivery of our services.
Hence, I have decided that these could be best ways for facilitating communication network
among the customers and employees so that any complaint to be lodged against the employees
would be directly handled by me. The customers can even directly email me or message me in
my hotel’s face book page which can enhance the two way communication among us. Facilities
of text messages and video calling are eventually provided as communicating services.
Additional facilities such as preparing feedback forms would be helpful to approach customers
and know there feedbacks. It would be essential to know about their perspectives and opinions
because at times the customers feel reluctant to provide feedback on their own.
Task 4: Development of KPIs and performance plan
In order to develop good Key Performance Indicators (KPIs), it is essential for the company to
set up clear goals and objectives. It is necessary to follow up the rules and regulations of the
company as per their incorporation and enactment under government’s instruction. In the words
of Kotterman, (2006, p.13), the company is required to devise new and innovative strategies and
methods for facilitating greater and enthusiastic performance by the employees. Every employee
must follow the organisational policies as well as procedures in order to maintain the hotel’s
standards and reputation (Gruber and Wigmore, 2016, p.23).
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To maintain the brand image, the employees under Le Prestige Hotel must communicate with the
customers and maintain good ethical values and considerations. According to the views of
Stanley, (2016, p.91), it is necessary to maintain proper conduct in front of the customers to grab
necessary attention of them. Hence, the performance plan as well as these Key Performance
Indicators (KPIs) would be only developed when all these criteria r requirements are to be met
by the employees (Fischer et al. 2016, p.1580).
Task 5: Writing email to question upon values and standards
To:
Cc:
Bcc:
Subject: Complaining against disrespecting values and standards
Respected sir,
With due respect and humble submission, I would like to draw your attention towards a sincere
matter regarding the manager’s behaviour at the cafe towards customers. He had extremely mis-
conceptualised about the matters encompassing the customer service policy and code of conduct
within an organisation. He is recently observed to behave rudely with the customers of lower and
relatively cheaper bill amounts whereas the customers paying off higher tips and supporting
greater sales are being highly respected. His behaviour is becoming absurd day by day and the
customers are highly displeased with the fact. He chose profitability over customer service
delivery and maintaining proper codes of conduct. If the problem persists for more number of
days, it would be irresistible from drowning the company into a gutter of huge bad reputation.
Regards,
Manager of Le Prestige Hotel
Conclusion
From the above assignment it can be evidently made clear of that the rise in the operation of the
organization is better understood by the proper communication among the workers of the
organization. It is understood in proper sense that the objective of the organisation is not only to
make the organizational worker clear of the decision but to make them confident in the following
of the orders and the gathering of knowledge from every aspect of the organizational life. In
addition to the above the assignment also makes sure that the operation of the organisation does
not depend upon the operation of the managers but also in the skills of the workers.
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References
Fischer, M.D., Dopson, S., Fitzgerald, L., Bennett, C., Ferlie, E., Ledger, J. and McGivern, G.,
(2016). Knowledge leadership: Mobilizing management research by becoming the knowledge
object. human relations, 69(7), pp.1563-1585
Gruber, P. and Wigmore, T., (2016). Leadership and Management. In Handbook of Intensive
care: Organization and Management p. 3-25
Kotterman, J., (2016). Leadership versus management: what's the difference?. The Journal for
Quality and Participation, 29(2), p.13.
Stanley, D., (2016). Leadership and Management. Clinical Leadership in Nursing and
Healthcare: Values into Action, p.91
Young, M. and Dulewicz, V., (2015). Similarities and Differences between Leadership and
Management: High‐Performance Competencies in the British Royal Navy. British Journal of
Management, 19(1), pp.17-32
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Appendices
Appendix 1
Scenario: Managing issues with customers
Objective: Action plan
Resources: Strategies and methods
Action Relevant standards
and values
Dependent on Responsible Due
date
1 Time management Plan Disciplines and
punctuality
Improvement in level
of work
Time of the
organization
The workers
2 Proper training Capabilities of
the workers
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Appendix 2
Name of the employee
Performance period
Job title
Supervisor/Manager name
Signed off by Manager
Signed off by Employee
Date
Review period
Objectives Key result
area(strategic
direction)
Indicator of
success/performance
By when Done/reported
Setting goals
and objectives
Management Meeting up of goals 4 months 3months
Communicatin
g with
employees
Networking Facilitating
communication
2 months 1.5 months
Managing
conflicts and
issues
Managerial
operations
Reduced issues and
conflicts
3 months 2 months
Achievements Areas of opportunities
Leadership skills Managerial department
Manager’s
comments
Signature
Date
Staff
members’
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