Management Development Report: Hilton Hotel and Clayton Crown Hotel

This report provides a comprehensive analysis of management development within the hospitality sector, focusing on Hilton Hotel and Clayton Crown Hotel. It begins by comparing different management styles, including authoritative, participative, laissez-faire, and affiliative approaches, and how they are applied in the chosen firms. The report then delves into leadership characteristics, examining qualities such as inspiring others, fostering innovation and creativity, and possessing effective communication skills. Furthermore, the report evaluates communication processes within the selected businesses, differentiating between formal and informal, verbal and non-verbal, and written and oral communication methods. An analysis of organizational culture and change is also presented, highlighting power, role, and task cultures. Finally, the report assesses the author's own management skills, including communication, decision-making, conflict management, leadership, team building, and adaptability, providing a self-evaluation of their professional capabilities within the hospitality industry. The report concludes with a professional development plan, aiming to enhance skills and abilities for career advancement.

Developing Managers

INTRODUCTION
Management development is a systematic process of creating effective administrators.
They have tremendous impact over how staff members feels about their job. Managers play
effective role in an organisation as they helps in attaining its goals and objectives (Darling-
Hammond and McLaughlin, 2011). In the present assignment, chosen firm is Hilton Hotel which
is a well known organisation that deals in hospitality sector. This report covers different
management styles, leadership characteristics, communications processes and organisational
culture within firm. It also includes professional development plan for improving skills and
abilities. Apart from this, own personal and managerial skills that supports career development
are defined in this project.
TASK 1
1.1 Compare different management styles
Management style refers to the principles that underlines abilities, methods and
techniques that managers are use in handling different situations and expressing their leadership
within firm. In general, the styles of manager are polarised between permissive and autocratic,
although every style has its unique subtleties. Managers adopt different management styles to
manage and control its employees. Their styles rely on existing structure and culture of firm. The
managers of Hilton Hotel and Clayton Crown Hotel London adopt different management style to
manage employees within firm and enhance its productivity. There are four main leadership
styles which are defined below:
Authoritative management style: In this management style, leaders take decisions
unilaterally and avoid the input from their subordinates. Power is centralized in the hands of
manager and they are authorized to take all the decisions. They are not consulting with
employees when giving orders, assign duties and tasks. It helps managers in making quick
decisions and facilitates unity of direction and prompt action (DuFour and DuFour, 2013).
However, it may create fear of punishment among employees and they are completely rely on
managers for performing their duties.
Participative management style: In this style of management, managers decentralize its
authority. At the time of formulating plans and policies, managers consult with their
subordinates and ensure their participation. They encourage their team members to participate in
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decision making process. This will helps in fostering enthusiasm among employees and they feel
that they are important part of organisation. Under this style, managers may takes long time in
reaching to decision. This style is followed by manager of Clayton Crown Hotel London.
Healthy and effective communication takes place within firm as they held open discussions to
analyse new innovations, ideas and plans (Esposito, Berlin and Lal, 2012).
Laissez-faire management style: In this style, powers and responsibilities are avoided by
manager. They pass on their duties of decision making to other employees and takes less
initiative in management. Manager allows group to create its own goals. The main drawback of
this style is that employee's haven't any knowledge regarding what is right and what is wrong.
Affiliative management style: In this management style, harmony is promoted by
manager among their followers and assist them to resolve any conflicts. They develop teams and
ensure that their team members feel connected with each other. In Hilton Hotel, affiliative
management style is followed by manager where they are not only good administrators but, good
listeners to. For their concerns and suggestions, subordinates more often interact with their
managers. They constantly monitor the environment of company, rather than being in their
cabins.
1.2 Discuss leadership characteristics
Leadership characteristics refers to the personal traits that shapes an effective leader. In
every organisation, effective leadership highly contributes in its growth and success (Flint,
Zisook and Fisher, 2011). Some leadership characteristics that must be possess by leaders of
Hilton Hotel and Clayton Crown Hotel London are defined below:
Characteristic Hilton Hotel Clayton Crown Hotel London
Inspire others: Leaders are
responsible for inspiring
others and encourage them
to work towards attainment
of team goals.
At the time of difficult situations,
leader of Hilton Hotel play
crucial role in inspiring their team
members to work collectively and
handle the situation in effective
manner. They motivate
employees and provides them
directions that helps in dealing
Leader of Clayton Crown
Hotel London inspires their
team members to learn more,
dream more and do more
which increases motivation
level of their manpower and
encourage them to deal with
any challenging situation in
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with situations in more effective
manner.
an effective way.
Innovation and creativity:
leaders are those individuals
who promote new ideas and
innovation even when
emergencies arise. They
possess good foresights that
helps them in predicting
future outcomes of the taken
actions.
Leaders of Hilton Hotel promotes
innovation and creativity within
firm. They always search for new
ideas in order to make
improvements within firm and its
provided services.
The leaders of Clayton Crown
Hotel London promotes
creative ideas at slow pace as
they more emphasize on
practical aspects of
suggestions. Their creative
ideas leads to bring new
innovations in their food
items.
Effective communication
skills: One of the most
required quality or
characteristic of effective
leader is communication
skills. They must be good
speakers and listeners at all
levels of firm.
As Hilton Hotel is a part of
hospitality sector, leaders have to
deal with various visitors. So, it is
very necessary for them to have
good communication skills as it
enables them to communicate
with guests effectively.
In Clayton Crown Hotel
London, leaders play crucial
role in communicating
important informations to
their team members. Their
strong communication skills
helps them in conveying all
the informations effectively.
1.3 Evaluate communication processes in selected businesses
Communication refers to the process of exchanging information by using some source or
medium (Ford, 2014). It as a two way process in which interaction takes place between two or
more individuals. Within the firm, sharing and communicating of procedures, plans, ideas and
informations are done very frequently or in every single minute. In Hilton Hotel and Clayton
Crown Hotel London, communication is done by using different ways which are defined below:
Formal and informal communication: In formal communication, certain principles and
rules needs to be followed by employees while communicating with others. Formal
communication is generally used in corporate meetings, professional settings and conferences.
Both the organisations use formal communication channel in which information flows
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accurately, smoothly and timely (Hsu and et. al., 2012). It allows information to pass in
standardized form. Use of informal communication within organisation assists in clarifying what
employees think and feel about culture of organisation. Though, there are high chances of
misinterpretation and exchange of inaccurate information, which serves as disadvantage for firm.
Verbal and non- verbal communication: In verbal form of communication, information is
transmitted verbally and in non verbal communication, wordless messages are send or receive by
company. In Hilton Hotel and Clayton Crown Hotel London, both the firms use verbal
communication in communicating with their employees. They convey information verbally
which reduces time as well as paper work of organisation (Hu and Liden, 2011).
Written and oral communication: In oral communication channel, spoken words are used.
It involves telephonic, face to face and voice over internet communication. Whereas, in written
communication, e-mails, notices, circulars, reports, letters etc. are used for communication. Both,
Hilton Hotel and Clayton Crown Hotel London use these communication channels. Oral
communication helps manager in doing face to face conversation while written communication
enables employees to fully understand the messages.
1.4 Analyse organisational culture and change in selected businesses
Each organisation has its unique culture that distinct it to others. It governs behaviour
and performance of its workforce. By examining various types of organisational culture and
change, the culture of both the organisations can be better understood. These various types of
culture are defined below:
Power culture: Firms adopting power culture are respond quickly to nearby happening
events, but are rely heavily on abilities of employees. This type of culture tend to attract people
with power and political oriented mindsets. Power is concentrate in few hands only in this
culture. If this culture is exist within organisation, all the decisions are taken by people who
have power which results in demotivation of other employees (Leonard and Rayport, 2011).
Role culture: In this culture, duties are assigned to individuals as per their skills and
abilities. In Hilton Hotel, role culture is followed in which positions are assigned to
administrators as per their respected role. Work is done by them according to the duties and
responsibilities assigned to them and activities are performed by them in respect to the prescribed
standards.
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Task culture: In this culture, teams are formed in order to perform a particular task. This
assists managers in getting the job done in right way. People with specialized skills are worked
collectively to perform specific task. Clayton Crown Hotel London has followed this culture for
creating effective and wide impact on firm's management. It helps organisation in effectively
adopting and managing change.
TASK 2
2.1 Assess own management skills performance
While working within a hospitality industry there are various type of management skills that are
required by each employee in order to perform well and dealing with several issues that may
affect the performance. Being a assistant manager of Clayton Crown I have to perform several
tasks in effective manager which requires several skills that are:
 Communication:- This skill is critical to any position that a person hold as effective
communication skill help a person in conveying the right information at right place which
support in success of particular task. So being a assistant manager at Clayton Crown, I
have to communicate with various people that are internal or external to organisation.
Therefore, I required to have a good communicational skills so that I can communicate
effectively with my subordinates and customers for ensuring timely delivery of work.
 Decision making:- It is another very essential skill that a manger must have in order to
take effective decision as per the situation present in front of company. As assistant
managers are responsible for employee management, strategic development, motivation
and many more which requires to take an effective decision regarding the action to be
taken in order to achieve desire result. So being a manager of Clayton Crown, I poses an
ability to take right decision and on time.
 Conflict management :- While working within a team there are certain issues that may
arises that take up a form of conflicts. These issues may sometimes affect the
performance of individuals working within team. So in order to deal with such issues I
must have conflict solving issues, as being a member of hospitality industry there are
various types of conflicts that may be arises related to dissatisfaction among customers,
legal issues, employees issues etc.
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 Leadership skill:- It is consider as a most effective skill that is required by a manager of
each organisation as it support them in guiding and motivating employees. Being a
assistant manager of Clayton Crown it is very essential for me to have an effective
leadership skills which support in motivating my subordinates so that task assigned to
them can be effectively achieved.
 Team building:- For a manager it is very essential to have a capability to manage and
develop an effective team in order to accomplish project effectively. Being an assistant
manager of Clayton Crown I have a responsibility to manager my subordinates and
keeping them motivate to work as a team for accomplishment of organisational goals.
 Flexibility and Adaptability: In a hospitality business the manager should be flexible
and adaptable to the situations. Since there are various types of customers who can check
in the hotel Clayton Crown. Every customer has its own needs and demands, therefore
top meet each and every customer's demand I being as a manager has to understand the
needs and demand of each customer. Therefore the feature of flexibility and adoptability
should be there.
These all are the management skills that support a manager to achieve desired objective
or performance within a company. On the bases of these I perform a skill audit on myself in
which I marked my abilities. In this table negative variance shows my strength and positive
variance shows my weaknesses.
SNO Skills & Competencies Self assessed score
(10 marks)
Score from others
(10 marks)
Variance
1 Communication 9 7 2
2 Decision making 8 9 -1
3 Conflict management 7 8 -1
4 Leadership skill 7 6 1
5 Team building 8 9 -1
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2.2 SWOT analysis
As per my own skill audit I get to known about my strength and weaknesses those are explained
below in table:
Strength Weaknesses
 One of my greatest strength is
conflict management that support
me in keeping the grudges among
my team members away. This
support me in managing team
effectively that focuses on
achieving their goals by working
together.
 I am not too good at communicating things
that sometimes affect the performance of
my subordinates. As I found several
difficulties while performing my operations
such as low confidence level, fear of
speaking in public etc. These issues
sometimes restrict me to achieve my
desired object behind interaction with
people.
Opportunity Threat
 While performing my operations in
Clayton Crown I came to learn
about several things as I use to work
with other manager that are
experienced and having competent
knowledge. As it is one of the
greatest opportunity for me as I will
be able to learn and gain knowledge
from them apart from this it also
support me in identifying the
weaknesses that affect my
performance.
 From my skill audit I came to know about
threat that may affect my performance. As
I am not able to speak publicly which
enhance my stress level which sometimes
affect the work and I generally fails to meet
out the given deadline work.
2.3 Set and prioritise objectives and targets to develop own potential
Being an assistant manager it is very essential for me set up different priorities in order to
improve my skills (Van de Ven and Sun, 2011). So for enhancing my management skills I have
decided certain objectives and targets which I want to achieve in upcoming year such as
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improvement over communicational as well as leadership skills. But in order to better achieve
these targets SMART objective will be an appropriate option. It can be defines as an objective
which are specific, measurable, achievable, realistic and time bound. This objectives along with
their action plan are given below in table:
SNO Learning goals Target Development
opportunity
Judgement Time
1 Communication To improve
communicatio
n so that I will
be able to
convey my
view
effectively
during
meetings with
seniors.
I decide to attend
seminars that help in
gaining knowledge
related to what
factor makes a
conversation
effective. Apart from
this I also decided to
participate in debate
which develop my
self confidence and
ability to speak in
public
My improvement
will be judge by
my seniors.
6 months
2 Leadership skill For improving
my leadership
quality so that
I will be able
to motivate my
subordinates
effectively
toward
accomplishme
nt of their
goals.
I decided to work
over my
communicational
skill so that I will be
able to influence my
subordinates while
communicating with
them. Apart from
this I also decided to
take guidance from
my senior over
Improvement will
be judge by my
seniors as well as
subordinates
2 months
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methods to motivate
employees.
3 Decision-
making skill
This skill will
help in taking
quick decision
which can
assist the
company to be
updated among
the rivals.
To develop this skill
I need to attend the
meetings so that I
can learn from my
seniors how to make
a quick decision in
favour of company.
This skill is judged
by my seniors and
followers.
2 months.
TASK 3
3.1 Lead and motivate a team to achieve an agreed goal or objective
Every organisation wants to achieve goals in time, But if their staff members will not
motivated how they get growth (Berry, 2011). In Frankie and Benny's restaurant, if their
employees will gave effort to the work which is assigned to them it will gave satisfaction to the
management. In addition to this, manager can't forced their employees for doing work. But, by
using motivation they can develop their skills and strength for doing a work. By using such kinds
of technique manager should achieved goal in systematic manner they are as follows:
 Leading and motivating staff – Being a manager of Frankie and Benny's restaurant,
they should motivate their workforce to achieve organisational goals. In this process they
must combine their personal goals with objectives of firm. By applying this combination
employees will communicates their problems properly with their superiors management
should know their expectations from the organisation.
 Team building – In this process, if a team leader is lazy or can't able to motivate their
team members (Bolman and Deal, 2017). Team members will not done work properly. In
addition to this if team leader wants to doing work properly from team members, they
should give training to them for developing their skills and strength. Manager of Frankie
and Benny's restaurant should develop team in the organisation It will be helpful for
them, because an single employee with using their skills can't work properly but a team
should uses its team member's skills and gives proper result to the management. If team
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members feels responsibilities and duties of them in the organisation they will gave
contribution towards completing objectives which are given to them.
 Group dynamic- In every organisation, there are groups such as formal and informal
who share their problems with management and works together to achieve common
objectives of the firm (Chaskalson, 2011). Every management maintains group structure
in their organisation. In Frankie and Benny's restaurant, their managers should also
formed various kind of groups that may be on the basis of command, task or personal
interest of employees.
3.2 Justify managerial decisions made to support achievement of agreed goal or objective and
recommendations for improvements
As per the above discussions, various decisions are taken by manager of Frankie &
Benny's restaurant regarding customer service, product development etc. For attaining set goals
and objectives, firm needs to emphasize on proper planning. They requires to made proper plans
that provides directions to employees for executing operations and activities in proper manner.
Manager of Frankie & Benny's restaurant also requires to delegate responsibilities among
employees so that activities can be done in more effective manner (Leonard, 2011). By
empowering employees, it can be ensure that all the work is done in proper manner. Staff
members feel satisfied by that which helps further in improving their performance. Good
working relationships also helps manager in improving motivation level of workforce which
ensures successful attainment of goals and objectives of firm.
TASK 4
4.1 Explain how own managerial and personal skills will support career development
Personal and managerial skills support a person to effectively manage and perform its
operations effectively at workplace. As these skills support toward the career development and
future growth of an individual (McCleskey, 2014). From my skill audit I came to know about
how my abilities help in my development that further support in future growth which can be
better explained using following points:-
 Decision making:- This skill support me to take right decision at right time that help me
accomplishing my task effectively by achieving desire result. Being a assistant manager it
is very essential for me take decision that contribute toward the achievement of
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organisational goals. This will provide me an opportunity for future career development
as I will be able to tackle situation by taking a decision that provide more benefit further
it also help me to get promotional benefit.
 Conflict management:- As being a assistant manager at Clayton Crown I face several
situations where the views of team member get contradict which create conflicts among
them. By solving these issues I always came to know about various new methods that
further support me to solve the problems more effectively. This support me in my career
development as I will be able to tackle various sort of situations that may occur while
performing my operations. This will help in reducing my chance of failure and ensure my
personal development that further support me to avail the future opportunities.
 Team building:- This ability help in developing as well as maintaining a team
effectively that support me to achieve my targets effectively (Salas and et. al., 2012).
Further building a team also support me in future course of actions as it provide me with
an effective team that contribute up to a large extent in order to achieve their set targets.
This will provide me further growth opportunity that support in career developing as by
developing an effective team I will be able to manage my skill operations in an effective
manner.
 Communication: It is the key skill through which I can manage all the issues related
with employees or I can effectively manage the tasks allotted to my followers. By
communicating effectively I can explain my point of view to my seniors and followers
easily this will make me notifiable in front of my seniors. Thus, this skill will certainly
help me in taking my career up.
4.2 Review career and personal development needs, current performance and future needs to
produce development plan
Being a assistant manager it is very essential for me to measure my current performance
in order to determine the factors that I required to improve for appropriate development (Suppiah
and Singh Sandhu, 2011). By creating an effective development plan I will be able to identify my
career and personal need for current as well as future practices. By this I will be able to achieve
my short term goals for improving my current performance that help in future improvement.
There are certain factors in which I require to make some improvement over myself such as my
communication and leadership skills are below as expected. In order to get rid of these
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weaknesses I have decide certain development plans that I will follow for some period of time in
order limit my weaknesses.
 Leadership skill:- For improving my leadership skills I decide to work over my
communicational skill as it is the basis for any leader. Apart from this I decided to take
guidance and suggestions on regular bases in order to improve my current operations.
This support me to identify area that are weak and restrict me to become an effective
leader. By getting support and guidance from my superiors I will be able to improve my
current performance that further support me in improving my future practices that
provide me maximum result out of my efforts.
 Communication skill:- In order to improve my communicational skill I decide to attend
various seminars that support me in determining the ways in which I can make my
conversation more effective within a team or during meetings. Apart from this it also
support me in improving my ascent and way I convey my view that is a major factor as
inefficiency in it will lead to misinterpretation of concept. In addition to this I decided to
participate in debate competition which help in developing self confidence that make me
able to interact with people effectively in all situations (Seibert, Wang and Courtright,
2011).
 Decision-making skill: To develop this skill, as a manager I have to attend the meeting
of my seniors which will give me an experience of attaining the way through quick
decision-making can be done. By effectively applying this skill I can be able to take
quick decision which are also beneficial for the company. To develop this skill a well
knowledge of resources should be there so that requirement of these resources will not
remain short at the time of making decision.
CONCLUSION
As per the above mentioned report, it has been concluded that developing managers is a
systematic process of creating effective administrators. Various management styles are adopted
by managers that helps in motivating employees and encouraging them. In order to communicate
with employees, different communication channels are used by organisations. Personal skill
audit helps in determining strengths and improvement areas. Improvement in skills and abilities
helps in performing tasks effectively.
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REFERENCES
Books and Journal
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