Analyzing Management Styles and Leadership in Hilton Hotels

This report provides a comprehensive analysis of management practices, leadership styles, and organizational culture within Hilton Hotels. It begins by comparing different management styles, including autocratic, democratic, and laissez-faire approaches, highlighting their similarities and differences and how they are applied at Hilton. The report then delves into the leadership characteristics observed within Hilton, such as integrity, communication skills, and empathy, and how these traits contribute to the company's success. Furthermore, it evaluates the communication processes within the organization, examining verbal, written, and non-verbal communication methods and identifying potential barriers. The analysis extends to the organizational culture at Hilton, exploring its role culture, power culture, achievement culture, and support culture, and assessing how these cultural elements facilitate change and innovation. The report also includes a self-assessment of the author's management skills, strengths, weaknesses, opportunities, and threats (SWOT analysis), and outlines objectives and targets for personal development as a prospective manager. Finally, the report concludes with a justification and recommendations based on the findings.

MANAGEMENT

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1: PRINCIPLES AND PRACTICES OF MANAGEMENT .............................................1
AC1.1: Compare different management styles...........................................................................1
AC1.2: Discuss leadership characteristics..................................................................................2
AC1.4: Analyse organisational culture and change in Hilton.....................................................4
TASK 2. REVIEWING OWN POTENTIAL AS A PROSPECTIVE MANAGER.......................5
AC2.1: Assess own management skills performance.................................................................5
AC2.2: Analyse personal strengths, weaknesses, opportunities and threats...............................6
AC2.3 Objectives and targets to develop own potential.............................................................6
TASK 3. VARIOUS MANAGERIAL SKILLS WITHIN A BUSINESS AND SERVICES
CONTEXT.......................................................................................................................................7
AC3.1 Lead and motivate a team to achieve an agreed goal or objective..................................7
AC3.2 Justification and Recommendations................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Management is a discipline which needs to be practised and is developing at fast pace.
Every organization requires certain managers to carry out management activities in order to
achieve organizational target. The report incorporates managers skills and abilities and their
management styles in an hospitality firm.
Hotel Hilton is a global chain of hotels and resorts founded in 1919 by Conrad Hilton.
The company is known for its best services in hospitality section as well as in management
terms. The report will incorporate Hilton Hotels managers and their managing style and
leadership quality to better understand the scenario.
TASK 1: PRINCIPLES AND PRACTICES OF MANAGEMENT
AC1.1 Compare different management styles.
a) The term management refers to an activity which involves planning, organizing,
coordinating and directing so as to achieve organizational objectives (Ruggles, 2014). According
to Henry Fayol, Management is all about forecasting an planning so as to organize, coordinate
and control various functions. Every managers has certain responsibility to fulfil which has
defined authority with it (Schot and Geels, 2008). A manger is responsible for delegating
responsibility to subordinates with appropriate authority to carry out work processes in n
efficient manner. Responsibility is followed by authority in management context and effective
allocation of both is responsible for attaining and accomplishing goals.
b) Similarities and differences of Management Styles.
Basis Autocratic Democratic Laissez-faire
Similarities All three leadership styles are similar to each other in ways of
operations and working. The all need to report to top level management
on daily basis (Management Concepts and Organizational Behaviour,
2018).
Differences The autocratic
managers take
decisions themselves
irrespective of any
consultation form team
These type of leaders
take an active part in
the decision making
process by carefully
meeting standards
This type of
management style of
managers take less
initiative in decision
making process and
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members or others.
It has a high turnover
rate due to the style of
leadership (Bush, Bell
and Middlewood,
2010).
(Tripathi, 2008).
It seeks to retain
employees.
leaves everything on
teams.
At Hilton the management style followed by leaders is inherent in them and mostly refers
to transformational leadership style. The managers are calm and focuses which has made the
hotel chain a big success (Schot and Geels, 2008). This type of leadership quality helps achieve
hotel targets effectively as managers work with subordinate and bring in necessary changes
effectively by creating a vision and inspiring workers to accept changes.
AC1.2 Discuss leadership characteristics.
(Source: Management Concepts and Organizational Behaviour, 2018 )
Achieving Results - The managers at Hilton are keen towards grabbing opportunities so
as to achieve targets in an efficient way by flexible and creative approach. Such characteristics of
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Illustration 1: Traits of Leaders

managers has made Hilton hotel a big success in terms of hospitality services as well as revenue
generation (Renz and Herman, 2016). Results or targets are important for an organization which
needs to be set according to standards and meet it in an effective manner which is practised at
Hilton in a step-by-step process.
Communication Skills - Effective communication skills are vital for mangers which is
usually practised at Hilton so as to carry out activities efficiently. Proper communication
channels reduces barriers and enable employees to perform better taking correct orders and
meeting standards. Hilton has a clear procedure of communication channel which is followed by
every person.
Honesty and Empathy - The managers at Hilton empathize with employees so as to take
better decisions in an honest manner (Schot and Geels, 2008). The mangers take credibility for
their work and inspires employees to achieve targets thereby keeping healthy relations with each
other. Every day, managers make decisions that affect the companies, its stakeholders, and
society as a whole. Managers have an obligation to ensure that their subordinates behave
ethically and in the interest of the company.
AC1.3 Evaluate communication processes in selected businesses.
The term communication is of core importance in a management based organization.
With growing impact of globalization, organizations today focuses on clear and concise
communication network so as to process messages to all stakeholders in a proper way and format
(Management Concepts and Organizational Behaviour, 2018). Communication at Hilton is
usually passed in a three way process that is downward communication which refers to passing
of orders and duties from top mangers to employees, upward communication which implies
passing of information from lower section of hotel to top level managers and lastly lateral
communication refers to communicating at the same levels within different departments.
For instance, senior managers send emails and notices to supervisors is a downward
communication (Renz and Herman, 2016). The weekly and daily reports send by employees to
their managers is a part of upward communication. Social interaction, chatting and gossips as
well as formal talks at same level is known as horizontal communication.
Communication Processes Explanation and Example
Verbal
Sharing of information between two persons at an
organization using speech is termed as verbal communication
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(Renz and Herman, 2016). Since Hilton is a chain of hotels
many tasks are accomplished through use of verbal
communication in order to enhance hospitality services.
Written
This communication incorporated letters, memos , emails, etc.
which is sent to communicate in either directions. At Hilton
this communication is followed generally by top managers to
order or pass responsibility to their subordinates.
Non-verbal This type of communication includes gestures and body
language which is a typical technique to communicate
amongst teams and others in order to maintain cordial
relationship (Schot and Geels, 2008).
Barriers To Effective Communication
1).
The vital barrier to communication could be in form of distraction, lack of attention or
interest and irrelevant discussion by the manager which impact overall operations in a
hospitality firm such as Hilton (Management Concepts and Organizational Behaviour,
2018).
2).
Differences of language and culture is a major communication problem faced at Hilton
which hampers performance and thus overall scale of operations (Renz and Herman,
2016).
3). Various expectations and prejudices which creates false notions also hamper effective
communication channels. At Hilton, employees prefer good promotions and hikes which
if not met properly may demotivate them.
AC1.4 Analyse organisational culture and change in Hilton.
The culture of an organization refers to various norms and values which every person
working needs to comply with in order to act ethically. It is also reflected in the mission and
vision statement. At Hilton diverse cultural groups and persons work towards achieving common
target (Freeman, 2010). Managers are responsible for creating a health and safe workplace for his
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employees so as to maintain ethical standards thereby achieving goals. The four types of culture
present in a hospitality sector are:
Role culture - It implies the various roles and responsibilities are assigned to various
departments in an equal manner (Schot and Geels, 2008).
Power culture - This represents the sole power rests with the top manager and involves decision
making process by him.
Achievement culture - This culture represent the one where goals and targets needs to be
achieved by meeting ends to means.
Support culture - As the name states it refers to a culture of support where every activity of a
department is supported by other (Ruggles, 2014).
The culture presents at Hilton empowers employees so as to meet organizational needs as
well as satisfy their desires and needs. At times the role and power culture fulfils the vital needs
of the company in an efficient manner (Schot and Geels, 2008). Such an atmosphere brings new
and innovative change easily which is acceptable by all and thus enhances hotels overall
performance and hospitality services in a better way.
TASK 2. REVIEWING OWN POTENTIAL AS A PROSPECTIVE MANAGER
AC2.1 Assess own management skills performance.
Being a general manger at hotel Hilton the various skills and abilities which are needed
so as to measure performance are evaluated in the below table.
Skill Your practical example and performance level
Management skills 1. The management style possessed by me as a general manger at
Hilton is a transformational style which helps in inspiring and
motivating employees to perform meeting standards (Ruggles,
2014).
2. I believe in group decision making process so as to satisfy all
with the decision being made.
Leadership skills 1. I posses a charismatic leadership skill which helps in taking
creative actions being the general manger at Hilton.
2. I possess strategic thinking which helps in better evaluation of
situation as well as decision making (Management Concepts and
Organizational Behaviour, 2018).
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Interpersonal skills 1. I posses the ability to interact with people in a motivated
manner so as to enhance overall operations.
2. I usually think in an empathetic manner which helps in taking
better decisions.
Communication skills 1. I possess listening skills as they enhance my work and brings
in a culture where everyone shares appropriate tasks in an
efficient manner (McGuire, 2011).
2. Being a general manger, my sole responsibility is to make sure
that correct information is transferred to all (Schot and Geels,
2008).
AC2.2 Analyse personal strengths, weaknesses, opportunities and threats.
Strengths
Decision making and communication are my
strong strengths
I possess concrete listening ability
I could motivate and encourage employees to
perform better (Schot and Geels, 2008).
Weaknesses
Losing temper is my biggest weakness which
hamper decision making at times (Ruggles,
2014).
I'm at times afraid of public speaking and that
makes me nervous.
Opportunities
The growing demand of hotels has huge
potential for effective management style which
I possess (Hallam, 2015).
Various skills and talents could be learned and
implemented
Threats
Competition from other firms in the hospitality
industry and turnover of employees are the
major threats faced by Hotel industry (Renz
and Herman, 2016).
AC2.3 Objectives and targets to develop own potential.
The various objectives needs to be prioritized in order to meet goals and targets. After the
Swot analysis of my personal potential, now I shall set priorities which should be corrected or
enhanced and thus achieve better position overall. Setting of such goals and objectives are vital
as they helps in evaluating oneself and their development (Ruggles, 2014).
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The strengths should be used in a proper manner so as to make the most out of it and all
opportunities needs to be listed which will then help in achieving strengthening position in the
organization (Schot and Geels, 2008). Strengths will be used to grab these opportunities and to
deal with the external threats. It is essential to develop a proper plan for a 5 year time span which
will help in generating skills and abilities with time and performance measurement will be
clearly done.
Weaknesses needs to be overcome through proper meditation and practice which will
help in achieving better results with time (Tripathi, 2008).
TASK 3. VARIOUS MANAGERIAL SKILLS WITHIN A BUSINESS AND
SERVICES CONTEXT
Being operational manger of a hotel chain I needs to check on the environmental and
internal changes which might affect profitability of the organization and thus impact incentives
and salaries of employees (Schot and Geels, 2008).
AC3.1 Lead and motivate a team to achieve an agreed goal or objective.
The operational manger has certain responsibilities which includes remuneration, extra
shifts payment, night payment and holidays facility (Tripathi, 2008). It is vital to lead team
members and motivate them at each point in order to retain talented employees in the
organization. Being the operational manger, the roles and duties needs to be formulated and
implemented in such a way as to promote employees and provide rewards and recognition from
time to time which will motivate them generously and thus enhances their work.
The Maslow's motivation theory needs to be accompanied in order to lead team in the
positive manner especially in times of recession (Management Concepts and Organizational
Behaviour, 2018). The basic needs of em,employees needs to be fulfilled in an efficient manner
which motivates employees to work. The Psychological needs are fulfilled simultaneously
through rendering work processes. Lastly self-actualisation need comes with time and mangers
needs to tackle those needs of employees (Tripathi, 2008).
AC3.2 Justification and Recommendations.
Every decision needs to be justified especially by a general manger as it impacts the
overall team and their morale. The positive and negative aspects of decisions should be jot down
so as to give proper decision. Mentoring and coaching of the employees is another important way
for employee satisfaction (Ruggles, 2014). Employees should be given an opportunity to develop
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their skills and competencies which will increase their demand in the market. Employees should
be encouraged to improve their communication and interpersonal skills.
CONCLUSION
The report concludes the importance of management and leadership style which will help
in decision making and controlling. The general manger of a hospitality concern is responsible
for taking those decisions which motivate employees and boost their morale. Also various
communication skills needs to be developed and proper check needs to be kept on information
passing around both formal and informal.
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REFERENCES
Books and Journals
Bush, T., Bell, L. and Middlewood, D., 2010. The Principles of Educational Leadership &
Management. Sage.
Freeman, R. E., 2010. Strategic management: A stakeholder approach. Cambridge university
press.
Hallam, F. S., 2015. Principles of Management and Leadership. 3rd Ed. Cognella Incorporated.
McGuire, K. J. 2011. Maslow's hierarchy of needs. Journal of Human resources. 279-295.
Renz, D. O. and Herman, R. D., 2016. The Jossey-Bass handbook of nonprofit leadership and
management. John Wiley & Sons.
Ruggles, C., 2014. Principles of Leadership and Management in Law Enforcement. Policing: An
International Journal of Police Strategies & Management. 37 (2). pp.460-462.
Schot, J. and Geels, F. W., 2008. Strategic niche management and sustainable innovation
journeys: theory, findings, research agenda, and policy. Technology analysis & strategic
management. 20(5). pp.537-554.
Tripathi, C. P., 2008. Principles Of Management. Tata McGraw-Hill Education.
Online
Management Concepts and Organizational Behaviour. 2018. [Online]. Available through:
<http://www.ddegjust.ac.in/studymaterial/mcom/mc-101.pdf>
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