TDM Report: Leadership and Management in the Travel Industry Analysis

This report provides an in-depth analysis of leadership and management practices within the travel and tourism sector, specifically focusing on the TUI Group and Thomas Cook. The report examines leadership characteristics, comparing contingency and systematic approaches, and evaluating communication processes within these organizations. It explores the impact of organizational culture and changes, considering factors such as employee motivation and decision-making processes. Furthermore, the report assesses managerial and personal skills, including self-assessment, and outlines objectives and targets. It also delves into the strategies for leading and motivating teams, justifying managerial decisions, and suggesting recommendations for improvement. The report covers diverse leadership styles, communication processes, organizational culture changes, and the application of various management approaches, providing a comprehensive overview of the industry's operational dynamics and strategic considerations.

TDM

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Leadership characteristic of two organizations.....................................................................1
1. 2 Leadership Characteristics...................................................................................................2
1.3 Communication process........................................................................................................4
1.4 Organizational culture and changes......................................................................................5
TASK 2............................................................................................................................................6
2.1 Management skills ...............................................................................................................6
2.2 Analyses personal strengths, weaknesses, opportunities and................................................7
threats.........................................................................................................................................7
2.3 Objectives and targets...........................................................................................................8
TASK 3............................................................................................................................................8
3.1 Lead and motivate team........................................................................................................8
3.2 Justification...........................................................................................................................9
TASK 4..........................................................................................................................................10
4.1 Managerial and personal skills............................................................................................10
4.2 Career and personal development.......................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
The developing manager answer is process of trade betterment in the set of own skills to
manage business activity and function of structure. In this report will be focus on process of area
of leadership style, training and development of employees in work place. This report is based on
TUI group, which is basically located in United Kingdom and provide different kind of services
in tour and travelling sector (Austin, 2013). It is the largest leisure, travel and tourism company
in the world, and owns travel agencies, hotels, airlines, cruise ships and retail stores. Moreover,
report will cover leadership characteristics and evaluate the communication process for analysing
effectiveness in operation. Further, it will cover motivation of team for achieving the agreed
goals and objectives as well as justify managerial decisions made to support achievement and
give the recommendation for improvement.
TASK 1
1.1 Leadership characteristic of two organisations
The tour and travelling sector is to be focus on different factors, which is beneficial for
long time period. Some changes are help to improve current market share and profitability. In
addition, internal management of organisation is most important part to improve current market
and increase future changes on it (Bratton, 2012). By using this style of management, Thomas
Cook is focusing on safety, physiological needs and self-actualization that helping them to
motivate the staff to improve their performance. By using this style of management, organization
is directing the staff and collecting their feedback for further improvement and planning of the
activities to meet the benchmarking standards for individual.
Comparison of management styles of two organisation must be focus on different factors are as
follows:
Basis Thomas Cook TUI
Management Style Contingency approach Systematic approach
Decision Making Employees are been allowed by
management to take part in
decision-making activities.
Most of the major decisions are
made by Manager or
management.
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Employees
Involvement
Involvement of employees either
partial or full
No involvement of employees
Feedback From employees feedback are
been taken.
No feedback are been taken from
them.
Employee Motivation Employees are been motivated Lack of motivation
Communication Two way communication which is
effective and healthy
downward communication
employees reply only when asked
Speed Slower decision making Decision making is fast
Control Low control level High level of control
Behaviour orientation Relation oriented Task oriented
Management approaches: Management is based on the theory that management is effectiveness
is contingent or depend upon the interplay between the application of management behaviour
and particular specific situation.
 Scientific approach: Scientific management is a theory of management that analyses and
synthesizes workflows. Its main objective is improving economic efficiency, especially
labour productivity. It was one of the earliest attempts to apply science to the engineering
of processes and to management.
 Systematic Approach: Systematic approach are a process to identify practicality of a
task or project, that are based on clear defined, repeatable steps and assessment of results
through experiential application. To identify most efficient means for generating the best
consistent results.
 Contingency approach: This approach is one of the most appropriate management style,
application of specific situations and management behaviour brings contingent
effectiveness in management. The effectiveness of leadership is related to group
effectiveness, which is component of two factors, that are circumstances and relation or
task motivation.
 Classical Bureaucracy: Bureaucracies are all around us. This form of organization,
which comprises non-elected officials who implement rules, is not only common in the
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public sector but in the business world as well. Examples of bureaucracies in the public
sector include the Social Security Administration, Environmental Protection Agency and
public universities. Among the oldest bureaucratic structures in the country is the United
States military.
1. 2 Leadership Characteristics
Leadership Characteristics refers to the qualities which an individual possess in order to
lead the people among him and get the task done within an organisation. Passion and
commitment towards the task provided to them and positive attitude in every situation they face.
In this context, following is the discussion of leadership characteristics within two organisations:
LEADERSHIP CHARACTERISTICS AT PKF HOTEL EXPERT :-
Democratic Approach :- is when everyone is given the opportunity to participate, ideas
are exchanged freely, and discussion is encouraged. The democratic process tends to focus on
group equality. The leader of the group is still there to offer guidance and control. This type of
approach is followed at PKF hotel experts which leads to togetherness and strong bond amongst
employees as all of them are contributing in some way or other.
Following are a few characteristics of democratic approach :-
 Creativity of individuals is respected and rewarded: Creativity is the necessity for
surviving in modern times and so, if creativity leads to positive results, it should be
appreciated and given apt rewards. Managers in PKF help their employees to develop
creativity through motivating them.
 Delegation of Responsibility: When manager has faith in their employees and transfer
some of their responsibilities to them it refers to as delegation of authority. Organisation
empowers their staffs through delegating responsibilities and giving authority.
 Empowerment of Group Members: A leader always take care of every group member
and try to help them out with any difficulty that may arise. Thus improving the
performance of people and organisation.
 This form of leadership helps the organisation to achieve high productivity. Because of
uniformity in task performed and good communication amongst employees, it leads to
high productivity.
LEADERSHIP CHARACTERISTICS AT THOMAS COOK & SONS :-
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Autocratic Leadership :- When a leader is ruling the roster and makes the necessary
changes in order to bring revolutionary change within the organization it is called Autocratic
mode of leadership (Kaynak, 2018). This approach of leadership is followed by Thomas Cook &
Sons. Following are a few characteristics - Retaining All Powers :- An autocratic leader definitely retains all the powers in order to
exercise full autonomy and control over the organization. This brings uniformity within
the organization. Thomas Cook's management don't delegate their responsibilities or
authorities to their employees. Subordinates Are Uncertain :- People are not honest and does not work in the direction
provided to them leading to uncertainty of completion of task. Leading to imbalance of
work. Organisation's leaders alone make all decisions, due to which subordinates are
uncertain of what to do and don't understand their goals.
 Followers Tend To Become Passive/ Aggressive :- There are chances that followers tend
to become a bit aggressive of the constant pressure put in by management this would
mean that they ultimately leave the organisation.
 Empathic communication: It means you can understand what a person is feeling in a
given moment, and understand why other people's actions made sense to them. Empathy
helps us to communicate our ideas in a way that makes sense to others, and it helps us
understand others when they communicate with us.
1.3 Communication process
Communication : Communication is the act of conveying meanings from one entity or
group to another through the use of mutually understood signs and semiotic rules.
Communication Process :- Refers to simply sending and receiving a message which is
understandable and between at least two people (Mathe, 2016). The whole process of
communication is depended on whether the sender has conveyed the message correctly or not.
The message can be conveyed through verbal, non- verbal and in written form.
At Thomas Cook & Sons all the ways of communication are used. Let us discuss the process of
communication in length :- Sender :- Is the person who initiates the communication process and have envisioned an
idea and wishes to communicate the same to others. This person is responsible to make
sure that information passed is accurate and there are no mishaps.
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 Encoding :- Is the process of communicating message in unique way by sender through
different shapes, figures, gestures etc. that is understood only by the two parties to
communication and message remains encrypted from the world. Message :- After the encoding process is complete the final message is ready and sender
can now send this message which could be in any form to the receiver. Channel Of Communication :- Refers to the medium through which the message shall
be sent. Choosing an appropriate medium allows the receiver to get the message
correctly. This makes it a big deal. Receiver :- Is the person for whom the message was written and transmitted through an
appropriate channel. The level till which receiver is able to decode the message would
define his skills, knowledge, trust and relationship with sender. Decoding :- Refers to the process of interpreting the message and find out what the
sender was trying to communicate (McQuail, 2017). If the receiver is able to get what
sender what trying to say initially that would result in successful communication. Feedback :- Is the last stage of this process and it ensures that the receiver has understood
what sender wished to communicate and has responded back to sender after decoding the
message.
 Noise :- It is a situation occurring between the process of communication when a
message is not sent to the receiver as some barrier has occurred leading to
miscommunication.
A few notable Barriers To Communication observed in Thomas Cook & Sons are :-
 Physical Barrier :- When two people involved in the process of communication are facing
some sort of medical condition leading to ineffective communication causing barrier to
communication.
 Personal Barrier :- When there is lack of trust amongst sender and receiver it would lead
to personal barrier in the process of communication.
 Semantic Barriers: - Semantic refers to the art of meaning. There are chances when a
single word might have two meanings in different languages , if not properly interpreted
this could lead to semantic barrier in communication process.
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 Organisational Structure Barriers:- When people working in an organisation are not able
to communicate with each other because of the organisation structure, this results in
organisation structure barriers.
 Difference In Perception/ Viewpoint:- when sender has conveyed a message entirely
different from what receiver has interpreted leading to causing ineffective communication
because of difference in perception/viewpoint.
Evaluation of communication process between Thomas Cook and TUI:
Basis Thomas Cook TUI
Process Open and transparent
communication
Formal Communication
Relation with superiors Better relationship Lack of effective relationship
Feedback Feedback from employees are
taken
Less or no feedback are taken
Independent Free to discuss their issues or
opinions with superiors
Employees are not free to
discuss issues or opinions
1.4 Organisational culture and changes
Culture : Culture is the social behaviour and norms found in human societies. Culture is
considered a central concept in anthropology, encompassing the range of phenomena that are
transmitted through social learning in human societies.
It is one of the most important part to improve current market share. It is help to
developed the overall environment of tour and travelling sector. In addition, for managing the
internal activities and take new decision in organisation. There are some changes is most
important to solve any problem in work place. With the help of different theory and other
practices is help to improve current environment of working activities. Apart from that, culture
organisation is one of the most important part for improving overall development of market share
as per the need of future conditions must be change for it. Organisation is to be focus on friendly
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and supportive behaviour to each and every customer to solve any problem in work place. I this
context, healthy organisational structure is to be focus on competitive working environment and
improve overall development in work place.
Some changes are made as per the need of future outcomes. There are various factors that
forcing organization to make changes in the culture and ongoing process. These factors involve
demographic and economic those have direct impact on the process of managing culture. Within
business employees are asked to take the responsibility for enhancing their risk taking potentials.
Some changes are more essential for improving organisational chart and increasing overall
development in market sector. On the other hand, organisational structure in work place. This is
to be inform that overall profitability is to be give direct impact on profit and other impact on it.
Some changes on overall profit and productivity in work place.
Following are few guidelines for cultural change : Ethical and legal sensitivity are developed. Obstacles in change and resistant employees
are identified in this step. Encouraging continues change and involvement through
acknowledging and rewarding employee improvement. Clear vision strategies are formulated, to provide directions for future cultural change. At the highest level Model culture changes are done. Change agents are important
communicators of new values and key for the success of this cultural change process. To support organizational changes, modification of the organization is done. This
includes identifying what policies, procedures, current systems, and rules need to be
changed.
 Select and socialize newcomers and terminate deviants. Training should be provided to
all employees to help them understand the new processes, expectations, and systems.
TASK 2
2.1 Management skills
I have a great responsibility that have to be performed, as an Assistant manager of
Clayton Crown Hotel, London to ensure the set goals and objectives of the Hotel are been
achieved. I have to provide support to the General manager and responsible for all aspects of
operations at the hotel and. The following is a self assessment of my skills being an Assistant
manager of Clayton Crown Hotel are :
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 I accompany General Manager in his day to day operations for which I have managerial
skills. Being an Assistant manager of Clayton Crown Hotel, the main concern is the well- being
of our customers are achieved through maintaining discipline among employees. Assist the GM in issues including customer service, capital projects and restoration of
properties. HOD is been assigned duties that they have to do and ensure they support the hotel
policies by observing their performance and establish certain operating procedures. Chance and scopes to employees are provided by me to express and figure out problems
themselves and sort out them with their own capability so they can express themselves
and to get new and innovative ideas. I must have adequate knowledge about compliance and laws. So as to ensure full
compliance to Hotel operating controls, SOP's, policies, procedures and service
standards. I have to perform daily, weekly and monthly inspections. Try to avoid any conflicts to appear in the hotel and I try to motivate employees by my
approach. For which I must comply motivational skills.
 II have communication skills to make employees understand about different policies and
objectives set by management.
2.2 Analyse personal strengths, weaknesses, opportunities and threats
This is a standout amongst the most essential part in every last association to center
around positive and negative side of condition (Schein, 2016). This is help to expand current
market arrange and additionally productivity of association. A few changes is made for long haul
speculation and increment current offer securities industry.
Strength Weakness Good Motivator Have Management professional degree Team worker. Cautious Concern about employees and
customers.
 Lacks confidence
 Bad at handling stress.
 Short temper.
 Disorganized.
 Takes much time in decision making
 Feels nervousness and fear while
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 Influencing ability Quick learner Potential
speaking in public.
OPPORTUNITIES THREATS New role or project that force to learn
new skills, like public speaking or
international relations. Work experience Boosting workforce, career
development plans are formulated. By working in a reputed hotel of
London have build Good Industrial
exposure.
 Increase in competition in hospitality
industry.
 Suppliers and creditors' pressures.
 Competition from peers or colleagues.
 Work performance affected by increase
in workload.
Instead of doing something you're not good at, you're better off hiring someone who can
fill in the skills you lack, either as a contractor or multimedia. Besides compensating for your
weakness, this will help you build up an important skill you needed. Finding employees you can
trust and then trusting them. There's no bigger test of trust than giving someone a task you don't
fully understand and then getting out of the way. And no better way to empower the people who
work for you.
2.3 Objectives and targets
The essential quarry in TUI GROUP travel association will act naturally onto beginning
and achievement of focus of foundation and to coordinate these reference point with that of self.
Setting up of clinical and reference point will help me in immature self potential which will
understudy be partition me in my and foundation development.
Objectives and targets can be set with SMART goals for developing own potentials:
 Specific : Professionally develop myself more in order to increase the profit turnover at a
faster pace by reducing decision making time.
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 Measurable : My current potentials are been measured and evaluated. How much more I
have to develop is been identified and set objectives are measured for knowing where
they are currently standing.
 Achievable : More time is been spent on floor to observe what's happening and how
staffs are working and their interactions with the customers. On the real time basis,
actions are taken and to know staffs actual performance.
 Realistic : potential of the staffs and my own are improved through training sessions, in
order to use the latest technologies and innovations that are been used in the hotel
industry.
 Timely : Through timely delivery of services to the customers, time utility is been
created. Faith and loyalty of customers towards the hotel would increase through this.
3.1 Lead and motivate team
Frankie & Beny's restaurant is extremely famous organization in United kingdom and it
is driving brand in accommodation industry that are given the best administrations to client. Visit
and travel industry are extremely useful for individuals to build up a decent association with
client since they will give numerous occasions bundle on spending plan. This industry is
productive to satisfy the necessity of client. Administrator is principle part of association since
they will deal with the office and accomplish their objectives and targets. They will be propel to
their worker so representatives are accomplished their objectives. The association can be
accomplish their objectives through administrator since they are assuming a critical part. Frankie
& Beny's restaurant can be accomplish their tagetes as a result of capable representative. They
are putting their endeavours for advancement. This is quickly developing organization that
expanding their rate 13% in consistently and they are procuring $2.1 Billion of every 2017.
There are different sort of persuaded objectives that are helpful for worker are :
 Giving Opportunities: The administrator give level with rights to all representative to
improve their ability and can be created their part of specific question. They are
continually serving to their worker and giving a rights to impart their insight and view
point. Supervisor will dependably take choice after the dialogue with other worker in
light of the fact that without discourse, they can not take a correct choice. They have an
administration quality to deal with the detail of every representative and take care of the
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