Leadership and Management in the Service Industry: Hilton Group

This report examines leadership and management practices within the service industry, specifically focusing on the Hilton Group. It begins with an introduction to the importance of leadership in maintaining operations within the hospitality sector, followed by an analysis of classical management theories like Taylor's scientific management, behavioral management, and Fayol's theory, and their implications for the industry. The report then explores the roles of leaders and managers, detailing various leadership styles such as democratic and transformational leadership, and how these styles are implemented and reviewed within the Hilton Group. The analysis extends to organizational culture and structure, examining how management and leadership styles impact organizational practices. Furthermore, the report evaluates the internal and external factors influencing management styles, including innovation, employee engagement, competition, and technology. The strengths and weaknesses of the management styles are assessed in relation to these factors, providing a comprehensive overview of leadership and management within a major hospitality provider.

Leadership and management
for service industry

Contents
INTRODUCTION...........................................................................................................................1
ACTIVITY 1....................................................................................................................................1
ACTIVITY 2....................................................................................................................................4
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10
Books and journals.........................................................................................................................10

INTRODUCTION
The leadership plays a important role in maintaining the operations which are followed
by organisation in service industry. All these measures which are focused upon by firm supports
a good growth and development of an enterprise. This assignment lays emphasis on operations
followed by UK based firm, Hilton Group. It is the largest hospitality service provider. The
report covers various classical management theories. Role of leader and various leadership styles
will be explained in this study. Various factors that influence the leadership styles is carried out.
The hard and soft skills are analysed and leadership skills are evaluated. Also, Comparison of
change management strategies of two organisations will be done in this study.
ACTIVITY 1
P1 Different Classical management theory and their implication in hospitality industry
A range of management theories are observed and followed which will support a raise in
business operations which leads to execution of services (Shamim and et.al., 2016). It supports
improving of the operation and leads to execution of hospitality operations. The effective
management theory that is carried out by the firm is as follows:
Scientific management theory of Taylor's: It focuses employee’s performance
improvement, this always concentrates on making people more efficient so that they can perform
their work effectively (Hassi, 2019). It is beneficial in giving close supervision to workers so
that they feel comfortable and perform duties well. It concentrates on creating healthy workplace
atmosphere where people can discuss their issues easily and can work properly. This theory
impacts on hospitality industry, as if leaders or managers pay more attention on performance
improvement of employees in hospitality industry then workers will be able to serve the
consumers well which will support in raising sales of Hilton Group that operates in this sector.
Behavioural management theory: This focuses on the behaviour of the employee that
drives the behavioural approach of the employees within the firm (Psomas and Jaca, 2016). In an
organisation, for effective improvement in behavioural attributes, the operation activity that takes
place helps a lot. The strategic performance of organisation is improved effectively. Leaders and
managers of hospitality industry has to work on improving attitudes of workers by developing
healthy relationship with them. This would make them positive and they will contribute well in
improving performance of Hilton Group hence this will impact positively on hospitality industry.
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In the absence of it, leaders would not be able to retain skilled people in organisation for longer
duration (Allen, 2018).
Fayol management theory: This theory states that managers are responsible for
interacting with other employees in organisation. Managers have to make correct plan and
organise activities in systematic manner so that overall task can get completed properly in Hilton
Group. Commanding, coordinating and controlling are essential principles that directs managers
to manager people well. Correct planning and effective coordination support in boosting energy
of employees hence they will be positive and will ensure that they give their 100 percent which
will improve working performance of hospitality businesses.
P2 Role of leaders and managers in leadership styles
Leader is most essential stakeholder in service sector, role of leader in Hilton Group is
described as below:
 Leaders play the role of relationship builder, individual has to develop healthy
relationship with other employees so that staff retention can be increased.
 Leaders are responsible for implementing innovative ideas so that task can be completed
in most creative manner hence they play role of innovator in Hilton Group (Dess and
et.al., 2019).
The operations of hospitality management are properly planned by organisation's top
management. Various leadership styles are effectively practised by leaders and managers. (Shin
and et.al., 2015). These methods enhance performance level of firm and its employees and allow
the firm to have a good performance level. Some major leadership and management theories:
Democratic leadership: This is the mostly followed leadership style initiating proper
implementation of the service methods to a greater extent (Allen, 2018.). This will help in most
effective decision making within employees. This helps in evaluating activities thus improving
the in much suitable way. This leads to planning of the operations much more effectively and
suitably. As the employees get involved in the policy making, their trust level increases and this
improves the performance of firm. Hilton Group implements democratic leadership style, as
leaders involve employees in decision making process and always develop healthy relationship
with them. This aids in retaining skilled people in the firm for longer duration.
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Transformational leadership: This initiates proper planning of operations assisting in
management which will further help in operation activities leading to perfect planning to
implement operational measures within organisation in a significant and more effective way.
P3 Review the management and leadership styles which are taken in consideration by
Hilton Group
A range of leadership styles will encourage correct implementation of service norms
applicable in hospitality enterprise. Various leadership and management based theory which is
been followed in organisation improves services catered by Hilton Group in much effective way.
The Transformational and democratic leadership with the assessment of the scientific
management of organisation affects the operations to a greater extent (Prasad and Junni, 2016.).
Hilton Group implements democratic leadership style, as employees have to behave well with
consumers in service industry, for that it is essential that workers feel happy at workplace. Hence
democratic leadership style is beneficial for Hilton Group, as it aids in boosting energy of
workers and high involvement of them makes them loyal towards the brand. By this way they
serve consumers a well and fulfil their desires in most significant manner (Donate and de Pablo,
2015). All the measures which are carried out helps in effective operations planning which
improves the performance of enterprise. This will affect the operational functions in improving
service measures carried within a firm. This plans suitably, operations to be carried in a firm.
Hilton Group implements chaotic management style in which managers form a team
those who are able to work together on specific project. Managers don’t put any kind of
structure at workplace but they give people rights to take their own decisions. This is beneficial
in making people positive and retaining them in business for longer duration (Gatling, Kang and
Kim, 2016).
Hilton Group has to follow all those operations that are practised in organisation itself.
which are carried out which are followed by organisation. A strategic framework is established
through various steps taken by leaders and managers to ensure a good operation management.
M1 analyse the management and leadership styles which are followed for organizational
culture and structure
The management and leadership styles such as transformational and democratic
leadership which are followed will help in improving the performance level and thus, improves
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the quality of operations in much effective way. Besides this, it will support a proper establishing
of the cultural activities in much suitable manner.
Hilton Group follows task culture where all people have given some responsibilities as
per their skills and capabilities. Furthermore, it follows flat organisational structure. As Hilton
Group has democratic leadership style and chaotic management style. Both these styles are
helpful in arranging people in proper manner so that employees can work together. This helps in
working well in a team and completing given task within stipulated period. Flat structure aids in
giving power to all people and giving them rights to share their views easily. This type of culture
and styles assist in improving working performance of staff members and accomplishing goal of
business unit (Hassi, 2019).
D1 Evaluate the Hilton Groups management and leadership approach linking to its
organizational practice
The theories and styles which are followed by Hilton Group will create a coordination
and communication channel by the leaders and managers. They will see through developing a
strategic plan and policy which will help in improving the quality of operations in a suitable way.
Besides this, it will support in improving the operational practices which are carried out by
hospitality enterprise.
Maslow theory is the most effective motivational theory that concentrates on various
needs of human being. As Hilton hotel has customer service practice in which managers always
try to offer great services to consumers. Democratic leadership style and chaotic management
style assist in involving people in every decisions and discussing each element with them. This
makes them feel valued and motivate them. By this way workers feel happy and the perform
their duties well and provide services to customers in hotel as per their requirements (Allen,
2018).
ACTIVITY 2
P4 Evaluate internal and external factors that influences management styles at Hilton
Group
Range of internal and external factors are evaluated and followed by the organisation
which leads to a significant following of activities (Gatling, Kang and Kim, 2016.). All the
operations related to hospitality firm involve huge amount of planning. The management styles
are mainly affected by:
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Internal factors:
 Innovation: It is the major factor which impact on performance of business, this helps in
raising efficiency level and increasing productivity of organisation. If entity wants to
implement some innovative ideas then it has to make changes in its leadership and
management styles so that such changes are accepted by people of Hilton hotel.
 Employee engagement and commitment: It is another factor which influence leadership
or management styles. As if there is lack of engagement of workers then higher
authorities have to make changes in their styles so that involvement of persons can be
increased (Dess and et.al., 2019).
 Organisational mission and vision statement: The vision and mission statement of
Hilton Group to execute the business activities and operation supports activities and
policies related to technological development within organisation. The aim of driving
these strategies which are followed within the organisation supports and influences the
execution of facilities and action plan by leaders. It also affects the leadership and
management styles which is implemented within the firm.
 Labour unions: It includes the terms and conditions which are carried out which are
followed within the organisational structure of the firm. The labour policies and
regulations that are implied within the organisation affect leadership styles for greater
execution of services as it leads to helping the workers by developing a good relationship
(Terglav, Ruzzier and Kaše, 2016). If labour union sit on strike, then management and
leaders have to make changes in their styles and have to convenience their employees to
work in organisation and stopping such strike. Company has to consider needs of labour
unions and accordingly have to make changes in their working pattern or styles (Donate
and de Pablo, 2015).
External factors:
Competition: The external competition in the hospitality sector is one of the major factor that
affects the strategic planning and carrying out of the service measures followed within the firm.
As hospitality industry is operated on global scale, the susceptibility of executing business
activities in an effectively. If competition is high, then company has to implement new ideas in
order to gain competitive advantage. In such condition leaders and managers have to make
changes in their styles so that working can be improved and Hilton hotel can meet with its goal.
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Technological factors: The use of latest and advance technology may affect the employability
of employees and affects the leadership and management styles which are followed by the
organisation. All these measures have a greater level of operations and setting up of service
measures which are followed by the firm. Whenever enterprise has to make changes in
technologies then resistance level gets increased. In such condition leaders and mangers have to
make changes in their styles so that resistance can be avoided and Hilton Hotel can use this new
technology efficiently.
M2 Analyse the internal and external factors influencing the management styles and
structure to identify its strength and weakness
The internal and external factors influencing the management styles and structure like
labour unions and technologies will affect the establishing of the efficient working structure
which will lead to establishing of have an equalized measure which are carried out by the
organization in most effective way. However, it may cause a lack of coordination which may
affect the performance level. This can turn out to be a weakness for the firm.
Innovation, competition are some common factors that have high impact over
management style in Hilton hotel. For example, if company plans changes then it may make
people negative towards the bran because they do not accept changes so easily. In such condition
leaders and managers both make modification in their styles and implement such style which
may make people positive and confident towards the changes (Gatling, Kang and Kim, 2016).
D2 Impact of management styles on internal and external factors of the Hilton Group
The internal and external measures which are carried out by the organization will help in
carrying out the Hospitality measures and activities which are carried out by the organization.
All these activities support a proper allocation of the services related to it. It will improve the
goodwill and provide the customers of enterprise with suitable facilities.
If firm plans to implement advance technologies and it adopts autocratic leadership style
then people will not accept such changes. In such condition leaders have to implement
democratic style and have to involve employees in decision making process. By this way
managers will be able to make them aw are with importance of changes and people will accept
such modifications easily (Hassi, 2019).
P5 Hard and Soft skills providing evidences of service sector
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The overall output of an organisation is affected by the soft as well as hard skills
possessed by a firm's personnel on a greater scale. This hard and soft skills influences the
execution functions in hospitality sector (Donate and de Pablo, 2015.). Some hard and soft skills
which affects the hospitality functions and activities in an effective way are as follows:
Soft skills:
Communication: Having a good communication skills is a very profitable and viable
approach for an organisation which affects the firm's activities. It will play a very significant role
in establishing of digitalisation measures using appropriate leadership. Besides this, it is a very
important aspect for controlling the conflicts or indifferences.
Creative thinking: it is one of the major soft skill, managers of Hilton hotel has this skill
they think critically and analyse the future issues that might occur. They find solutions according
to situation. This helps in offering amazing customer services to consumers and retaining
talented people in workplace for longer duration (Allen, 2018).
Motivation: it is another great skill that has in manager of Hilton hotel. they give
incentives and bonuses to their workers so that they feel motivated and perform their duties well.
Hard skills:
Ability to use digital tools and technologies are one of the major and most important hard
skill which are carried which are followed between the organisation and establishing a long term
relationship at the work place (Wu, 2018).
Technical skill: management and leaders of Hilton hotel have good knowledge about new
technologies. They give training to staff members so that people can work on new techniques
easily.
Analytical skills: Managers have good analytical knower or capabilities; they take logical
decision in business operations of Hilton hotel (Donate and de Pablo, 2015).
P6 Future management and leadership skills in hospitality sector
Various measures will be taken in consideration which are carried out will help in an
effective way. Some of them practised within are:
 Leaders and manager need good problem solving skills, they must be able to resolve
problems soon so that goal of business unit can be accomplished (Dess and et.al., 2019).
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 Conflicts resolution skills must be in leaders and managers of Hilton so that they can
resolve conflict which will help in smooth functioning of operations and rasing
productivity in the organisation.
M3 evaluate current and future management skills in hospitality sector
Currently, the organization is offering and developing the innovative products and
services with high quality products and services. It enhances the quality of hospitality operation
and services which are followed by Hilton Group. In the future, innovative and technically
advance products are offered which will help in enhancing the quality of products in hospitality
sector.
D3 How response to change in hospitality sector from management and leadership styles
Using the various leadership and management styles which is carried out and followed by
Hilton Group will support in their growth and operations which will lead to assessment of the
customer needs and develop innovative and digitally advance products (Gatling, Kang and Kim,
2016).
P7 Compare and contrast the change measures at Hospitality firm
Change management factors Hilton Group Marriott Hotel
Digitalisation Hilton Group uses the
digitalisation measures that
helps in improving
digitalisation measures at the
hospitality firm and offer
facilities like free wi fi, online
room booking etc.
They have their dedicated
mobile application and
website to get attachment with
their customers.
Sustainability Hilton Group provides the
service in a continuous form to
offer their customer and gain a
sustainability for longer term.
Being a major brand the digital
operation helps in building
brand image and earn
sustainability.
M4 How change affects management and leadership skills
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The digital and operational changes which are carried out by the organization will
support the management and leadership styles which will help in proper assessment of the
operations which will lead to a significant rise in the effectiveness and efficiency of organisation
to meet their customers needs.
D3 Critical evaluation of change in management and leadership skills on hospitality sector
This can be critically evaluated that the hospitality sector will help in proper assessment
and evaluation measures which are followed by Hilton Group will support a rise in the
effectiveness and ability of organization in an effective way. All these measures which are
followed by the firm. Some glitches related to digital technology is required to be looked after,
else the change measures have improved the management and leadership styles in a positive way
(Allen, 2018).
CONCLUSION
Hence, this study reveals that, strategies and leadership measures within the firm and this
assists in growth of the firm. The classical theories of management and role of leaders in
hospitality sector is evaluated. The leadership and management styles and internal and external
factors of operation are evaluated. Besides this, the soft and hard measures and future
management measures are followed. Also, a comparison is carried out to evaluate the
implementing changes.
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REFERENCES
Books and journals
Allen, P., 2018. Artist management for the music business. Routledge.
Dess, G.G. and et.al., 2019. Strategic Management: Creating Competitive Advantages. McGraw-
Hill Education.
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.
Gatling, A., Kang, H.J.A. and Kim, J.S., 2016. The effects of authentic leadership and
organizational commitment on turnover intention. Leadership & Organization
Development Journal. 37(2). pp.181-199.
Hassi, A., 2019. Empowering leadership and management innovation in the hospitality industry
context: The mediating role of climate for creativity. International Journal of
Contemporary Hospitality Management.
Prasad, B. and Junni, P., 2016. CEO transformational and transactional leadership and
organizational innovation: The moderating role of environmental
dynamism. Management Decision. 54(7). pp.1542-1568.
Psomas, E.L. and Jaca, C., 2016. The impact of total quality management on service company
performance: evidence from Spain. International Journal of Quality & Reliability
Management. 33(3). pp.380-398.
Shamim, S. and et.al., 2016, July. Management approaches for Industry 4.0: A human resource
management perspective. In 2016 IEEE Congress on Evolutionary Computation
(CEC) (pp. 5309-5316). IEEE.
Shin, Y. and et.al., 2015. Top management ethical leadership and firm performance: Mediating
role of ethical and procedural justice climate. Journal of Business Ethics. 129(1). pp.43-
57.
Terglav, K., Ruzzier, M.K. and Kaše, R., 2016. Internal branding process: Exploring the role of
mediators in top management's leadership–commitment relationship. International
Journal of Hospitality Management. 54. pp.1-11.
Wu, M.S.F., 2018. Research of Female Supervisors’ Personality Traits on the Leadership Styles
and Organizational Commitment: The Impact of Relatedness. Revista de Cercetare şi
Intervenţie Socială. (63). pp.42-53.
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