Hospitality Management Report: Leadership Styles and Theories

This report delves into the realm of hospitality management, specifically examining the application of classical and contemporary management theories within the context of the hospitality industry. It uses Marriott International and McDonald's as case studies. The report further explores the crucial role of leaders in the service sector, outlining various leadership styles, with a particular focus on the democratic leadership approach. It highlights how different leadership styles impact organizational outcomes and employee engagement. The report also analyzes the administrative theory, emphasizing its principles such as division of work, authority, discipline, and unity of command, and how these principles are implemented in the chosen businesses. Moreover, the report compares the organizational cultures of Marriott International and McDonald's, emphasizing how these cultures shape employee behavior and influence business performance.

HOSPITALITY
MANAGEMENT

Table of Contents
INTRODUCTION ..........................................................................................................................1
P1. The classical and contemporary management theories apply to hospitality business and
Compare between 2 business based on company culture...........................................................1
P2. Role of a leader and different leadership style in a service sector industry context............4
CONCLUSION................................................................................................................................5
REFERENCES................................................................................................................................5

INTRODUCTION
Hospitality generally means about an individual welcoming another people in their
homes or any other area where they work. Hospitality management is considered as a scope of
professional practices as well as the occupation which is related with the management of resorts,
hotels and another lodging (Arifin, 2013). For this report the chosen company is Marriott
international which is a leading American multinational that manages as well as franchises a
wider hotels and related facilities of lodging portfolio. The purpose of this report is to explain
different management theories and their application in service industry. Role of leaders and
various leadership style within services industry.
P1. The classical and contemporary management theories apply to hospitality business and
Compare between 2 business based on company culture.
Management theories considered as a set of general guidelines which guide manager for
managing the company. These are generally implemented to assists in enhancing productivity as
well as service quality of hospitality industry. Manager do not use only single concepts or theory
at time time of strategies implementation within workplace. They apply various theories
according to the work, workforce and purpose. Marriott international use classical theory and
contemporary theory that are mentioned below:
Classical theory:
Classical theory is usually depending upon the belief that employees only has economic
as well as physical requirements. Job satisfaction and social needs are not important for them
(Pizam, 2012). This theory in applied in Marriott international and McDonald as it provides a
clear management structure, their operations and functions. It helps manager to clearly define the
role of employees that make work easier which increases the productivity of company. Under
this there are scientific, bureaucratic and administrative theory. Marriott international and
McDonald use the administrative theory that is explained below:
Administrative theory: This is a kind of classical management theory which was
introduced by Henry Fayol in year 1841- 1925. it is a manner through which company organise
things in systematic way. This way specifically explains the tasks, labour division as well as a
organisational hierarchy structure. It emphasizes on developing the performance as well as all
functions of company. Henry Fayol told that planning, organizing, directing, staffing and
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controlling are the essential functions of management. That theory is applicable for both the
business McDonald as well marriot. He coined 14 management principles that are:
 Division of work: It is considered as the task which is allotted to as well as accomplished
by the group of employees to enhance the efficiency. This is also known as division of
labour which is refers to the dividing the job in order to have various work which cope up
the all (Ronsley and Ingram, 2012). In Marriott international this principle is used by
their manager so that work can be divide the task among all employees. In McDonald that
principle is used to divide the work load such as food preparation employees, serving
staff, cleaning staff, etc..
 Authority and responsibility: Authority refers as the right to give orders as well as
acquire obedience. Responsibility is considered as an outcome of authority. Anyone
cannot use their power without being accountable for activity. Manager of Marriott
international use its power to give order to their subordinates also take responsibility their
work. Apart from that in McDonald that theory is applied to delegate the authority and
responsibility to staffs so that the customers order can be taken properly and satisfied by
services of business entity.
 Discipline: Workers of Marriott international should respect and follow the rules which
govern the company. Appropriate discipline is the outcomes of effectual leadership. As
well as McDonald also have to make a proper schedule for work so that tasks can be
completed properly. For example, order of customers should be fulfilled by standard
time.
 Unity of command: Generally, a worker gets orders from their superiors. And
employees should be responsible to follow the orders of their supervisor not others. In
Marriott international this principle is applied so that there should not be any confusion
among employees as well as they are loyal towards the work. As well as in McDonald
that principle is applied for proper smooth running of business operation.
 Unity of direction: As per this principle, there should be only one manager under plan as
well as guidance where the team has same objectives. In McDonald that principle is
applied for avoiding conflict ions among employees, because there was specific chain of
workers and supervisors. It also suggests that one division, department should only get
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instructions from one superior. It assists Marriott international to coordinate the whole
activity of group in order to accomplish a single objective.
 Subordination: The interest of single workers or whole group should not take priority
over all company interests. The McDonald business follow that principle very constantly
such that there was a proper standard for considering the interest of workers. This
principle suggests that there should be compatibility among two interest that are people
and company interest. Marriott international give more priority on their interests because
performing effective for firm will bring rewards for people.
 Remuneration: There are two types of remuneration monetary and non-monetary for the
workers according to its level of performance (Sisson and Adams, 2013). Henry Fayol
concentrate majorly on non-monetary remuneration as it creates bonding among company
and employee. It should be always reasonable as well as fair. In Marriott international,
non-monetary remuneration is followed as it makes bonds its workers. As well as
McDonald also follow that principle because it also provide non- monetary benefits to its
employees to motivate them.
 Centralisation: It is the degree at which subordinates are considered while making
decisions. McDonald also followed that principle because by this way the superiors kn
ow the customers complaints and make improvement. Using this principles Marriott
international included their employees in decision making.
 Scalar chain: Authority line that is from top management to bottom ranks presents the
scalar chain. In this chain communication is followed. Marriott and McDonald both
follows that principle. With the help of this chain communication flows from top level to
lower level.
 Order: It is usually related with the systematic arrangement of men machine and so on
(Zhao, Peng and Sheard, 2013). So, in Marriott international a place is provided to all
employees. Therefore, management of Marriott international and McDonald find out the
work and place them in an appropriate order with limited people and resources.
 Equity: It explains that manager always should be fair and also kind to its lower-level.
Marriott international and McDonald mangers should be fair towards all employees.
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 Stability of personnel tenure: Management of Marriott international and McDonald
should give orderly planning of department as well as assure that replacements are are
acquirable in order to fulfil vacancies within company.
 Initiative: Workers who permit to develop and carry out plans will apply high level
efforts. In Marriott international and McDonald, this principle allow whole personnel to
show its initiative in few manner while applying all their strengths.
 Esprit de corps: Promoting spirit of team will create harmony as well as unity in
company. Management of Marriott international and McDonald should integrates their
whole actions towards singular objective.
Thus, all these administrative theory assists Marriott international and McDonald to
create management more efficacious as well as aids its manager to improve important skills.
Contemporary theory:
Contemporary theory is referring to the trend which is accountable for and helpful to
interpret ate the quickly changing nature of organisational surroundings (Suh, West and Shin,
2012). This theory is applied by Marriott international as it helps them to analyse the rapid
changes nature of hospitality industry. Under this concept the respective company use the system
theory that is explained below:
System Theory: This theory studies the properties as well as studies of systems related to
relations. It is introduced by Ludwig von Bertalanffy and is also known as trans-disciplinary
study. It brings together theoretical concepts as well as principles from, biology, science etc. and
their applications are identified in various another field considering management, organisational
theory and so on. This theory is applied in Marriott international and McDonald to recognise
various systems which effects their employees. This theory permits its manager to analyse their
events and pattern. This theory is applied in both the organization because both the organization
needs analysis of every field which it provide such as biology, science, etc..
Comparison between Marriott international and McDonald:
Marriott international Mc Donald
It is a leading hotel whose having amazing
culture. This is family oriented, fun culture
generally considered people as a priority. It is
the innovative as well as changed focused
Its culture supports to position their objectives.
As it is the international restaurant, utilises
their culture in order to attract consumers as
well as proficient workers. Also, its culture
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services sectors. explains habits, tradition etc. which influence
the behaviours of their employees
P2. Role of a leader and different leadership style in a service sector industry context.
In service industry, leaders play an essential role. Leaders is referring to an individual
who influences the whole members of team towards accomplishment of objectives (Testa and
Sipes, 2012). It is important for Marriott international and McDonalds to have a leader as it leads
the whole group to perform the task effectively in order to attain their objectives. Some roles of
leaders are mentioned below:
In Marriott international:
In this hotel the roles of leaders are as follows:
 Representative of company: A leaders is known as the representative of firm. Leaders
of Marriott International must present interest at meetings etc. Its role is to convey the
explanation about hotel or represent it to outsider people. Solicits support: A leader entertains, and invites supports as well as activities of
subordinates. This can be performed by the leaders of Marriott International through their
maturity, intelligence, personality that facilitate them a positive outcome. Also, they have
to give suggestion and execute them in plans and events of hotel. Through this manner
they solicit full support of workers that outcomes in willingness to task.
In McDonalds:
Few roles of leader are explained below:
 Integrates and reconcile personal with organisational goals: A leaders by the traits of
leadership assists in integrating the workers goals with company goals. Leaders of
McDonalds try to coordinate the efforts of individuals towards common aim as well as
accomplish objectives. It can be done if they can influence and obtain consent
cooperation in order to achieve goals.
 As a friend, philosopher and guide: A leader should have three traits in it. Leaders of
McDonalds can be friend through sharing opinions, desires with their workers. It can be
philosopher by applying their experiences and intelligence as well as guide workers when
needed. It can also be a guide by directing and conveying employees’ policies and plans
to higher authority also protect its cooperation in order to accomplish objectives.
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Leadership style:
It refers as a way and approaches of facilitating direction, executing plans and
encouraging individuals. The most proper style of leadership based on the functions of leaders,
situations and followers (Wang and Tsai, 2014). There are various types of leadership style such
as autocratic, transformational, democratic, transactional and so on. Leaders of Marriott
international and McDonald use the democratic style which is mentioned below:
 Democratic leadership style: At this subordinate are participating in decision making.
The democratic leaders hold accountability, but they are considered as a delegate
authority to other individuals who ascertain the project task. In Marriott international,
most appropriate features of leaders is active communication that should be from top to
bottom. It also implies the creativity, honesty, fairness and so on. As well as in
McDonald subordinate hold the accountability according to that leadership style for
delegating authorities to ascertain project task.
Organisational culture:
Organisational culture is considered as a system of shared assumption, beliefs and values
that govern the behaviours of individuals within company. Charles Handy who specialised in
organisation culture. As per Charles hand’s model there are four kinds of culture that should be
followed by Marriott International which are mentioned below:
Power culture: This culture is also known as the web culture or club culture. Company
with power culture, power is held by some people whose influences distributed in whole firm.
Workers are usually judge through their achievements instead of its performance or action.
Manager of Marriott international and McDonald can use this culture to make quick decision. As
per the business nature of both the entities quick decision making is very necessary to provide
customer satisfaction. For example, if a McDonald customer complaint about the product which
serves to him regarding quality. Then it is very necessary to take immediate action and provide
him better product so that the customer can satisfy by the quality and retain with the
organization. As well as in Marriott international powers can be delegated in the way so that the
representative can take appropriate action for satisfying customers.
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CONCLUSION
From the above report it is concluded that management theories are important for
hospitality industry. Classical and contemporary theories is applied in service sector and
comparison among Marriott international and Mc Donald's is done based on their culture. Some
roles of leaders and leadership style like democratic which is applied within service sectors.
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REFERENCES
Books and Journals
Ariffin, A. A. M., 2013. Generic dimensionality of hospitality in the hotel industry: A host–guest
relationship perspective. International Journal of Hospitality Management. 35. pp.171-
179.
Pizam, A., 2012. International Encyclopedia of Hospitality Management 2nd edition. Routledge.
Ransley, J. and Ingram, H., 2012. Developing hospitality properties and facilities. Routledge.
Sisson, L. G. and Adams, A. R., 2013. Essential hospitality management competencies: The
importance of soft skills. Journal of Hospitality & Tourism Education. 25(3). pp.131-
145.
Suh, E., West, J .J. and Shin, J., 2012. Important competency requirements for managers in the
hospitality industry. Journal of hospitality, leisure, sport & tourism education. 11(2).
pp.101-112.
Testa, M. R. and Sipe, L., 2012. Service-leadership competencies for hospitality and tourism
management. International journal of hospitality management. 31(3). pp.648-658.
Wang, Y. F. and Tsai, C. T., 2014. Employability of hospitality graduates: Student and industry
perspectives. Journal of Hospitality & Tourism Education. 26(3). pp.125-135.
Zhao, H., Peng, Z. and Sheard, G., 2013. Workplace ostracism and hospitality employees’
counterproductive work behaviors: The joint moderating effects of proactive personality
and political skill. International Journal of Hospitality Management, 33. pp.219-227.
Online
Democratic style. 2019. [Online]. Available through <https://wisetoast.com/12-different-types-
of-leadership-styles/>
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