HNC Hospitality Management: Leadership and Management Report

This report delves into the core concepts of leadership and management within the service industry, using the Hilton Hotel as a case study. It begins with an introduction to leadership, followed by an overview of management skills and characteristics essential for success in the hospitality sector, diffe...Read More

Leadership and Management for Service
Industries

Table of Contents
INTRODUCTION...........................................................................................................................1
LO1..................................................................................................................................................1
Covered in PPT............................................................................................................................1
LO2..................................................................................................................................................1
Covered in Brochure....................................................................................................................1
LO3..................................................................................................................................................1
Skills and Characteristics of Manager.........................................................................................1
Hard and soft skills for Organization...........................................................................................2
Importance of soft Skills and reflective practice Using Technology...........................................3
Importance of Technological Based Management and Leadership Skills...................................3
Crucial Skills for Services...........................................................................................................4
LO4..................................................................................................................................................5
Change Management in Different Organizations........................................................................5
Influence of Change on Leadership style of Leader or Manager.................................................7
Response of Leaders and Managers for Technological Changes................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Leadership means guiding and motivating the employees in the organisation. A good
leader is able to lead the organisation towards the path of success. As leaders encourages
employees to give their best in the organisation. Hilton hotel and resort ids private company
which deals in hospitality industry. The headquarters of Hilton hotel are in McLean, Virginia,
US. Hilton was established in 1919 and the founder of Hilton hotel is Conrad Hilton. In this
report the discussion will be based on different types of classical management theories and
leadership styles in the organisation. The study will be based on the factor that influences
management styles and structure in service industry. Assessing different types of management
and leadership skills. Lastly the discussion will be based on the demonstration of management
and leadership styles in the organisation.
LO1
Covered in PPT
LO2
Covered in Brochure
LO3
Skills and Characteristics of Manager
A good and effective manager have different skills and characteristics. These skills
improve the performance of manager in the organization.
Skills of Operation Manager
1. Technical Skills- The Operation manager is the person who manages the operation of
organization and it is their duty to manage the technology and workforce in operations.
For better management a manager must have good technical skills including knowledge
of technology used in hotel.
2. Interpersonal skills- Operation manager also plays the role of facilitator in hotel. This
skills are about communicating with people around. This is important for manager to
interact effectively with people in organization to utilise their skills to improve the
performance of company.
Characteristics of Operation Manager
1

1. The managers are capable of leading group of people in order to manage the function of
hotel. Leadership skills make them capable to successfully achieve pre-decided goals.
2. Knowledge and experience are most important things for managers. These things help s
the operation managers to take right decision for organization. Knowledge also provide
better capability in delegation. This also enhance their problem solving skill on ground
level.
Skills of Floor Manager:
 Decision Making skills- The floor manager is leader of team on floor. The daily purpose
of floor manager is to make different decision to manage and maintain operation and
services in hotel (Tidd and Bessant, 2018). Good decision making skill allow the
manager to improve the productivity of hotel and reduce functional error in operations.
 Communication Skills- Floor manager should have good communication skills to
maintain the operations in the hotel. Better communication skills help the manager to deal
with different people in organization.
Characteristics of Floor Manager
 For the floor manager, it is their duty to complete the allotted task with in time limit to
provide high satisfaction to customer. So it is important for them to manage their work as
per allotted time.
 Floor manager have positive attitude because they have to lead a team in single way and
for that, the manager must have a positive attitude. They also provide proper guidance to
their employees so they will help to attain the aim and objectives of the firm.
In organization these skills and characteristics play important role (Alvesson and Sveningsson,
2015). If the managers of Hotel Hilton are good with skills and possessing major management
characteristics can help the organization to grow in future and will support implementation of
innovation and technology in organization.
Hard and soft skills for Organization
Floor manager must posses some hard and soft skills to be efficient at their work. Here
some hard and soft skills are given that are important for managers who are working in
hospitality industry.
Hard Skills- The hard management or leadership skills includes different core technical skills
and knowledge of different field that can improve work efficiency of manager in hotel Hilton.
2

Skills like knowledge of technology, economy, management can be explained as core hard skills.
Technical and operational skills are important for both floor and operation manager to deal with
different problems.
Soft skills- Soft skills can be considered as personality and interpersonal skills of person that
includes skills like communication skill, team working skills, flexibility and problem solving
skills. These skills enhance the appearance of manager in organization and their better behaviour
also help the system to create better working environment in hotel. This skills of floor manager
are essential for better work environment in hotel Hilton.
Impact of these hard and soft skill is intense on management and leadership of
organization. Impact of both soft and hard skills is different for management leadership. Hard
skills are related to the professional efficiency of person (Anderson, 2016). These skills can help
the floor manager to monitor and evaluate the efficiency of employees and organization. The soft
skills are related relationship between employees and level of interaction between people. Soft
skills are important to improve the work place environment in hotel to improve satisfaction of
employees and customer. Had and soft skills improve the management and leadership skills of
person. These skills also provide better guidance to individual to lead or manage organization
and people in best way.
Importance of soft Skills and reflective practice Using Technology
Soft skills like decision making, problem solving and team working skills are required to
accept new technology and show interest in change implementation. For decision making
Information systems are used. Decision support system is a tool that can be used to make
effective decision for company. For better team working organization and manager use different
communication software and tools. For example the decision support system is a tool that can
help the manager and individual person to make right decision for high effective performance.
Impact of technology is huge on organization success. For better evaluation of different practices
Hotel can use performance analysis tool to get better result. This is how technology is important
for soft skills improvement and reflective practices.
Importance of Technological Based Management and Leadership Skills
In hotel industry technology is now common in different practices. In leadership and
management many technical skills, problem solving skills are important for leader and manager
in hotel. These skills are utilised to get better result with management and leading practices. The
3

technical skills are required to understand the technology used in the hotel to improve the
process management in hotel. Problem solving skills are important for manager and leader
because they have to face may problems each day. For technical efficiency in organization leader
and manager must have problem skill. Technological based time management skill and
leadership skills are important for Hotel operational efficiency. The technological leadership
allows the individual to lead the organization in efficient way. It also promote the leader to
implement innovation in organization through technical changes and for manager technology
based management is able to improve the handling of person on employees of organization and
operations that are running in Hotel. This is how technology based leadership and management
can improve performance organization and efficiency of individual person in operation.
Crucial Skills for Services
In the hospitality sector there are different steps to conduct business. These steps or
phases are used to improve the business entirely. This steps can be classified in three parts which
are attracting customer, make them to stay in hotel and last one is to evaluate their reviews to
improve performance of hotel and gain competitive advantage. Hotels use different online
platforms to improve business and market share of company in market place. Online platforms
like Airbnb and Book a Table provide opportunity to reach to large audience to perform
marketing. Digital technology and experience analysis is used by organization to evaluate the
satisfaction of consumer for their stay in hotel (Petrou, Demerouti and Schaufeli, 2018). There
are different skills required for services sector. Most crucial skills are innovative thinking,
problem solving, technical skills and communication skills.
Innovative Thinking- This skills is about making creative and innovative idea for various
problems. To attract people from different online and offline manager of organization need to
have innovative skills to work as current market trends.
Problem Solving Skills- This is one of the most crucial skill for future of hotel industry. This
skills is required to deal with different problem on daily basis which are normal in hotel industry.
Managers need have to deal with different problems every day and this is most important skill to
run Hotel efficiently.
Technical Skills- Various organization utilising the technology to improve the performance of
organization in operation. These skills can help the Hotel Hilton to gain market place advantage
4

through improvement in technology. This technical skills will provide opportunity to
organization to implement innovation in Hotel.
Communication Skills- Communication plays major role in performance of hotel. Major role of
communication is in marketing and promotion of hotel to attract more customers to improve
revenue.
LO4
Change Management in Different Organizations
There are different change management model are used by organization that are used to
improve the process to implement change in organization. For example organization is
implementing technological changes in various processes. So organization need to follow
particular process to maintain the productivity of company along with change implementation.
Kotter's Change Management Model- There are different steps in kotter theory that are used in
Hotel Hilton to implement change. These steps are-
Create Urgency- in this step discussion to solve current problem in organization. Where different
solutions are collected from employees of organization. It is important to develop a plan on basis
of current technical condition for implementation of technological change.
Form Powerful Coalition- Various teams and coalitions are formed in Hotel Hilton to propose
the change with strong base plan. Strong base plan can improve the technological development
in Hotel Hilton.
Create Vision for Change- implement change is a typical procedure for company and for this
organization creates a strong vision to prepare the employees and management to make mind set
for future changes. With new vision Hotel management can make employees ready to accept
technological change.
Communicate vision- After the creating vision organization manager and leader of hotel Hilton
make the stakeholders aware of proposed change in hotel to gain their support in process. By
using different meetings and seminars management communicate their vision to people of
Company.
Remove Obstacles- in this step various analysis are perform to analyse the problems in change
implementation process and by using different methods these barriers and obstacles are removed
to increase the chances of success. For example challenges with old technology are resolved to
make it technologically capable to meet with new technology.
5

Create short Term Wins- In the change implementation process different short term goals are
used to target by company in order to implement proposed change gradually. This how Hotel
Hilton use short term target to achieve major objectives. The implementation of technology is
performed in small plans to improve execution.
Build on Change- In this step the ongoing process of change management is analysed to evaluate
the success and on the basis of current states of progress respective actions are decided for
change implementation. As per requirement and plan technological changes are implemented in
Hotel's process.
Anchor Changes in Corporate Culture- After the whole technological change implementation
process hotel Hilton tries to make these changes as part of organization culture to make
employees aware and familiar with implemented changes.
This is how hotel Hilton use Kotter's change theory to make change in organization.
Kurt Lewin 's Change Model
In hotel Hilton, for implementing the Change in its organization structure using advance
technology, Kurt Lewin model for change management is used. This model is consist of three
steps to manage or implement change in hotel . These steps are- unfreezing, Changing and Non-
freezing.
Unfreezing- In the unfreezing process different methods or strategies are used by organization to
make the people in organization aware of proposed change in the hotel process. Also a brief
analysis and examination are performed to check current condition of organization in process of
change management. In this part technological analysis is performed in Hotel Marriott to develop
efficient plan for technical change.
Changing- In this process technical change implemented in Hotel and the situation of employees
is analysed by the management of the Marriott hotel. On the basis of analysis reviews respective
changes are performed in plan to reduce the barriers in process.
Refreezing- In the refreezing process the changes are solidify and reinforces in process and
operations of company. There are different processes are used to prevent technical failure in the
productivity and performance of organization (Suddaby and Foster, 2017). This is how a change
is implemented in Hotel Marriott using Kurt Lewin change model.
6

Influence of Change on Leadership style of Leader or Manager
There ate different leadership styles are applicable for hotel industry. For example
technology change is important for performance of organization. As Hilton wants to introduce
new technological changes into its working area and for that, Technical changes force the leader
who follows autocratic leadership style. Leader need to cooperate and collaborate with
employees to get better result. In addition to this, in order to change its organization structure,
leaders opted democratic style. For the democratic leadership style changes develop tendency to
improve delegation in organization to keep employees satisfied with their work. The
transformational leadership style is suitable for changes that are implemented by organization.
Changes make the leader more cautious about the team work and motivation level of employees.
This is how leadership styles are influenced by changes in hotel process. Changes force the
leaders and manager to improve the communication in Hotel and improve team working and
efforts to keep Hotel Hilton productive..
Response of Leaders and Managers for Technological Changes
The response of leader and manager for technology drives the success of organization. It
is important for organization to accept the technological changes because technology is major
marketing trend in hospitality sector. Initially some sort of resistance is reflected by leaders but
later they have considered organizational and marketing needs for success of Hotel Hilton in
market. Because of this trend they have accepted the changes in technology for better
performance and higher customer satisfaction.
CONCLUSION
This report is concluding importance of technological changes in organization and
perspective of leader and manager for implementing change in the organization has been
evaluated in report. Different management theories and leadership styles are analysed their
behaviour for technical change in the organization. The impact of different leadership style has
been studied for service sector. Different current and future leadership skills and change
implement models are analysed to implement change in the Hotel Hilton.
7

REFERENCES
Alvesson, M. and Sveningsson, S., 2015. Changing organizational culture: Cultural change
work in progress. Routledge.
Anderson, D.L., 2016. Organization development: The process of leading organizational
change. Sage Publications.
Petrou, P., Demerouti, E. and Schaufeli, W.B., 2018. Crafting the change: The role of employee
job crafting behaviors for successful organizational change. Journal of Management.
44(5). pp.1766-1792.
Suddaby, R. and Foster, W.M., 2017. History and organizational change.
Tidd, J. and Bessant, J.R., 2018. Managing innovation: integrating technological, market and
organizational change. John Wiley & Sons.
8