An Analysis of Management and Leadership at the Hilton Hotel

This report provides a detailed analysis of management and leadership within the Hilton Hotel. It begins with an introduction to the hotel and its global presence, followed by a discussion of classical management theories such as bureaucratic and scientific management. The report then explores different leadership styles, including authoritarian, participative, and transformational leadership, and examines the specific leadership approach used by Hilton. Internal and external factors influencing management styles are analyzed using SWOT and PESTLE analyses. The report also covers the hard and soft skills essential for management success, discusses future leadership skills required in the service sector, and compares change management systems across different service sector organizations. Finally, it offers concluding remarks on the key takeaways from the analysis.

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T able of contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Different classical management theories.....................................................................................3
Role of leader and different leadership styles..............................................................................5
Management and leadership style in Hilton Hotel......................................................................6
Internal and external factors influencing the management styles and structures........................7
Management and leadership ‘hard and soft’ skills......................................................................9
Discussion on future management and leadership skills required by the service sector and
strategies to achieve...................................................................................................................10
Comparison between different service sector organisation change management system an
leadership in implementing change...........................................................................................12
CONCLUSION..............................................................................................................................14
REFRENCES.................................................................................................................................16

INTRODUCTION
The report is about the hospitality industry and the hotel discussed in the report is Hilton
hotel. It is a globally know hotel ad provide services in 584 hotels and resorts with having the
hotels in 94 countries worldwide. The hotel serves as a flagship brand for the America
multinational hospitality company Hilton. The founder of the company is Conrad Hilton. The
hotel owns properties with 219,264 rooms. The Hilton Company was ranked first by the Fortune
list for proving best employee satisfaction. The hotel targets the business as well as leisure
travellers and has their location in major cities, convection centres and airports.
The report discusses the classical theories for the management such as bureaucratic theory
and scientific management theory. The role of leaders and the leadership style in the hospitality
industry are discussed. The leadership styles are authoritarian leadership, participative
leadership, Delegative leadership, transactional leadership and transformational leadership. The
management and the leadership styles used in the Hilton hotel are discussed. The internal and
external factors that influence the management and structure of the Hotel are discussed. The
external factors are discussed by using the PESTLE analysis and the internal factors are
discussed using the SWOT. The hard and soft skills of management as well as leadership that are
necessary for the success are discussed. The future management as well as leadership skills
required for the hospitality industry are discussed. The service industry organisations change
management systems and leadership for the implementation of the change is compared and
contracted.
MAIN BODY
Different classical management theories
The understanding of the organisation is made better by understanding the management
theories. The major classical management theories are: scientific management theory,
bureaucratic theory, human relations theory and behavioural management theory.
Bureaucratic Theory
The developer of this theory is Max Weber who was a German sociologist as well as the
historian and was referred as the father of bureaucracy. The theory is popular in the public as
well as private hotels and institutions. The hotel relay on the bureaucracies for the functioning,
the delegation of the task is the compatibility of functioning. The central command decided the
compatibility that is passed down to the subordinates at the hotel who are having the same

compatibility to the subordinates under them and so on. Theoretically the bureaucratic model has
a department that are specialized as well as have hierarchical structure. These departments help
in the division of labour clearly, that is the break down along with defining of the work into tasks
that are well defined as well as delegated to be manageable (Hussain, HAQUE and Baloch,
2019). The division of the labour is the basis for this theory. The distribution of responsibilities
among the staff is done by the Bureaucratic theory as Hilton Hotel.
Scientific Management Theory
The advancement in the technology has pushed the hotels to understand the technology
for achieving success. The theory developed by the Fredrick Taylor helps the hotel to complete
the task by engineering, mathematical and scientific analysis. The scientific management theory
passes by the production aesthetics and focus only on increasing the value and the production of
the hotel. The theory help the hotel to learning about itself as it has the ability to produce the best
results for the hotel mathematically. The Hilton hotel use the statistics such as customer rates,
tracking research for development and current methods along with using the statistic help to
compare with the competitive hotels. The theory can be harsh on the employees. The roles of
management are developed for better understanding of the scientific management; for using the
employees in managing the situations and involved in the process. The roles of management are:
forecasting, organizing, planning, coordinating, commanding and controlling.
Behavioural Management Theory
The theory is also known as the social science movement, the theory states that the
approaches in the hotel should be in the best of the business and the employees (Palla and Billy,
2018). The theory was developed by Chester Barnhard for viewing the employees at the hotel as
social as well as psychological beings. The theory states that the worker at the hotel and the
human beings are same and by following the concept of the theory the hotel can succeed at the
workplace. The theory suggests that the managers of the hotel need to understand the needs of
the employees in the hotel. The Hilton hotel can provide the employees with various privileges
for the employees like pay rewards and lunches in a way for increasing the psychological well-
being of the employees that will result in the improved employee productivity at the workplace.
Human Relations Theory

The developer of the theory is Mary Parker Follet for providing the employees with
satisfying life and they are able to solve the conflicts using the process of conversation as well as
democracy. The points in which the democratic problem solves in the human relation theory are:
 Listening to the views.
 Understanding and accepting the point of view.
 Integrating the view points for achieving common goal.
 Achieving the coordination in early stages.
 Understanding and coordination need to be reciprocal to each other.
 Coordinating is a continuous process (Ishii, 2019).
The Hilton hotel provide with seminars, improving morale, discussing productivity,
implementing good ethical actions and open meetings where the employees can brainstorm their
ideas.
Role of leader and different leadership styles
The role of the leader in the hospitality industry is many and the leader needs to fulfil the
role for achieving success. For meeting the goals of the hotel the leader need to recognise the as
well as outliner the goals along with inspiring the employees for following it. The leader lay out
a map for the staff for providing them with a vision to see the effect on the hotel and on
individual associated with the hotel by achieving the goal. The active implementation of the
goals by the leader decides the success of the business. The vision need be such that it attracts
more individuals. The leader in the organisation has the responsibility to share the accountability
as well as the autonomy to the employees. This is to be done by considering the skill and the
experience of the employee along with the position. The autonomy to the employees will allow
them to take the decisions of their work and the decision making will be faster. The productivity
and the performance are enhanced by this and the hotel can be successful (Hassi, 2019). The
leader needs to show confidence in the employees for the productivity. The leader needs to be
vulnerable for recognising and appreciating the employees for their good work. The leader needs
to be vulnerable for expressing their weaknesses and working on them.
Types of leadership styles:
Authoritarian leadership
In this leadership the leaders are able to define the outcomes as well as impose
expectations. This leadership style can be used in the time constrained periods and making it

successful situation. The style can be used when the clear guidelines are needed by the
employees. The creativity of the employees is eliminated due to the specific outcome.
Participative leadership
The leadership is rooted in the democratic theory and the aim is to involve the team
members in the decision making process. The leader can have the last work in the process of
decision making, the members of the team needs to feel engaged and included as well as
motivated for their contribution. The disagreements of the members can make it a time
consuming process.
Delegative leadership
It is also known as the laissez-faire leadership and the leadership style focuses on
delegating the initiative to the members of the team. This leadership style can bring success to
the business if the employees are competent, prefer to engage in the individual work and readily
take responsibility. The disagreements within the team members can lead to poor motivation,
splitting of the team and low morale (Huertas-Valdivia, Gallego-Burín and Lloréns-Montes,
2019).
Transactional leadership
This leadership style uses the transactions between the leader and the employees such as
rewards, punishments and other exchanges for completing the job. The leader set goals for the
employees and the employees clearly know about the rewards for the compliance of the job. The
style is useful in the workplace where the established routines as well as procedures are needed
to be followed. This style is not concerned for making any transformational changes.
Transformational leadership
The leaders following the leadership style inspire the employees by providing them with
the vision that helps the employees to get empowered as well as encouraged for achieving it. The
leader is considered as a role model for their vision (Matute and et.al, 2019).
Management and leadership style in Hilton Hotel
The Hilton Hotel provides with the full service hotel and it is a global brand. It is also the
flagship brand of America multinational hospitality company Hilton. The company’s founder is
Conrad Hilton. Hilton follows the transformational leadership style that provides individual
examination as well as stimulation. The key traits of Hilton were as a leader are risk taker,

dedication, determination, tenaciousness, visionary, conscientiousness, persistent, caring,
ambitious, motivation and energetic.
The determination of Hilton helps him to face the troubles of the business at first,
incurring los as well as the running debt of the hotel. He trusted his ability and was able to bring
the first Hilton hotel in San Francisco out of Texas. After that he set a goal for building a hotel
every year. The leader believes that every employee at the Hilton hotel can become a manager of
organisation and hence he applied laissez-faire management style or the Delegative leadership
style (Buil, Martínez and Matute, 2019). The leader hired the capable managers and allows them
to make decisions for the policies regarding the hotel. Hilton support as well as encourage the
staff for achieving the goals of the hotel by providing the guests with excellent services who are
staying at the hotel. The leader is a people oriented and asks the employees for their preferences
along with opinions of the working in the company. This act of the leader creates the sense of
value and appreciation in the eye of employees for themselves by the leader. The employees
thought that the leader care for their needs and satisfy them thus the employees give their best
services in the hotel by providing the guests with their needs and demands.
Hilton is always fair about the treatment to the people working for the hotel that inspired
the workers to follow his suit because all the employees know what kind of leader he is. The
leader also inspires the employees for making the right and favourable decision for the hotel.
Hilton saved much expenses of the future maintenance of the buildings of hotel by using the
good quality material for the construction of the hotel in regard for the visionary as well as
conscientiousness (Reidhead, 2020). Hilton was an innovator, he used the practices for the first
time in his hotel and now the practices are used in the hotel industry for the management
worldwide. Hilton hotel was the first for introducing the inter-hotel reservation system as well as
set the standard for purchasing the soap and matches in mass along with the hotel room items.
Internal and external factors influencing the management styles and structures
The internal factors can be identified by the SWOT analysis of Hilton Hotel.
Strengths - the hotel has high brand recognition. The improvement in the customer
experience though technical innovations and constant upgrading in the business processes. The
employee retention of the hotel is good. The hotel is in the industry for 93 years and has gained
the expertise. Have good reputation in the market. The hotels are spread in 78 countries through
the world.

Weaknesses – the hotel have limited market shares considered to the brand recall. The
operations in hotels are affected globally because of different government policies as well as
parameters.
Opportunities – the hotel organisation have high potential in the emerging markets. The
innovation in the customer services can be explored. Digitalization and better use of the
technology can be a good opportunity. The hospitality sectors are looking for the boom.
Threats - entry of the international brands in the market that have strong hold in the standing
long. The increasing competition on the price point is a threat for the hotel (Pranjić, 2017). The
economic as well as political turbulence in the countries is a threat. Threat from the competitors
in the market like Starwood Hotels and Resorts, Accor Hotels and Marriott International.
The external factors can be identified by the PESTLE analysis of Hilton Hotel
Political factors – the political stability in the country in which the hotel is operating is an
important factor and the political situations need to be coped. If the stability of the country is not
stable then the number of people visiting the country for work or leisure purpose will be reduced
and this will impact the revenue collection of the hotel.
Economic factors – the hotel need to serve in the countries where the disposable income of the
people is high as the political condition impact the hotel. The interest rate, GDP, growth rate and
inflation rate impact the business in terms of growth. The stable economic environment promotes
the growth of the company.
Social factors – the finance of the Hotel is affected by the social factors such as customer
demographics, culture, gender ratio, customer lifestyle, population growth rate and many more.
The increase in the income increases the spending habits. The business can profit from the
people who are able to spend for the leisure activities. The improvement in standards of the
lifestyle of the customers increases the profitability of the business.
Technological factors – the hotel is upgrading in the technology for the competitive market and
improving the value proposing offered to the customers. The introduction of the technology
helps in reducing the costs for the operation and enhances the customer experience (Brito and
Harkiolakis, 2017). The modern way of payment can be adopted by the hotel for today’s
digitalization. The hotel can use the social media as a platform for gaining more customers
worldwide.

Legal factors – the operation of the hotel can be impacted by the laws and the regulation of the
country. The laws like customer laws, employee laws and other regulations are to be followed by
the hotel to avoid the interventions of government. The business need to look for the amended
laws to make the changes according to the laws in the business.
Environmental factors – the customers are become more concerned for the environment
protection. The hotel can become a point for the criticism if they do not maintain the proper
waste management. The climate changes are a threat for the Hilton hotels. The countries have
their own standards for the environment that can impact the business profitability.
Management and leadership ‘hard and soft’ skills
The soft skills are needed for the success in the hospitality management and the skills are
team leadership, coaching problem solving and influence. In the team leadership skill the ability
of the leader to build rapport in the team is involved. The leader need to corporate, listing and
create positive environment for the team. In the hospitality industry the frontline managers foster
the cooperation, communication and collaboration for the meeting the needs of the guest at the
Hilton hotel. Coaching is the development of the skills. The ability of the employees at the
Hilton hotel can be improved for the hospitality and for job satisfaction of the members in a team
by providing them with the performance evaluation, motivation, training, recognition. The
managers can hire the skilled and trained employees for the hotel. The hospitality industry is
based on providing services to the guests and it can raise problems sometimes for problem need
to be solved by providing the best outcomes while keeping the calm exterior (Singh and
Jaykumar, 2019). Hilton faces head-on problems, handling of the cultural disputes and managing
impressions, that is solved by keeping the mind calm and it is achieved by practice. Influence to
leadership where the leaders have to influence the employees in particular behaviour as well as
performance by giving them regular feedbacks. The managers of Hilton are able to see the bigger
picture and they provide with the feedbacks for the employees and accept feedbacks from the
employees for self to give the best for the Hilton hotel. The manager at Hilton hotel provides the
employees with examples, showing excellent self-motivation as well as time management for the
influence.
Hard skills for the success of the hospitality management and the skills needed are: food
and beverage management, commercial acumen, sales and marketing, competency in areas of
hotel operations and human resource management. The food and beverage management is done

in depth and for this a thorough knowledge of the food safety is required. The manager of Hilton
has to be compliant in handling the food and ensure that the health and the safety are followed at
every point of production. The financial management as well as the business planning comes
under the commercial acumen. The Hilton leader need to involve in budget handling that
includes menu planning, staff roistering, and recruitment as well as procurement. The ability of
the manager of the Hilton hotel to understand, measure, utilises and monitors the channels for
their success in the business (Hutagalung and et.al, 2020). The manage have to value the digital
marketing, social, booking websites and search for the management of the marketing industry.
The experience and working in the all the departments of the Hotel is required for the
competency in all areas of operation in Hilton hotel. Right qualifications are needs for the getting
the insight of every operational area in Hilton hotel along with the real experience in the fields.
The human resource management includes various soft skills like vetting, recruiting and
disciplining the staff.
The competencies are required for the success of the Hilton hotel and the skill are more
for a hospitality requirement and also help in success in the future career.
Discussion on future management and leadership skills required by the service sector and
strategies to achieve
With the time, management and leadership skills change and it is necessary for the service active
organisational leaders to adopt new skills to grow this sector effectively. similarly it is also
required by the organisations who are in the role of leadership within service sector like hotel
Hilton leaders have to adopt the skills so they can be more effective in their leadership and
managerial role so they can lead employees effectively and help organisations to achieve their
success within the industry (Fusarelli, Fusarelli, and Riddick., 2018. ). here are some future
based leadership and management skills that could be adopted by leaders and managers within
service sector organisations.
Tech management skills
there is no industry left who are not using the technology, technology plays an important role
within the organisations and it is also necessary and futuristic skill for the leaders and managers
to have a AI knowledge and machine learning so they can utilise their challenges are opportunity
within the data management and career and skills can be developed by the leaders. Indeed Then
time managers and leaders of the organisation give their most of the time in administrative tasks

but as AI Robots can format and create reports an also developer schedule appointments, leaders
and managers can spend more time working on the other business challenges. it is also necessary
for the leaders and managers to tech knowledge about technology so they can use best way to
achieve success in their business.
Diversity management
With the modes of operating the workplace, in future teams will likely to collaborate more with
the consultants, contractors and with each other. Managers and leaders have to learn to create a
culture within the non traditional working environment. it will result in teams will become more
diverse at the workplace (Hernandez, Poole Jr, and Grys., 2018). It will make the workplace
more effective and company liable too achieve success within the market and they were able to
show their presence within the Newmarket as well.
Transparency
The digital world will bring more about a massive ways of communicating that will result in
managers are going to require higher transparency and communication at their workplace. in
recent time managers and leaders are more consultant and worried about protecting their privacy
of the company and keeping the information confidential. however in the world where the digital
leaks are more likely to happen, managers and readers will have to help mould transparency
strategies that will allow employers to know more about salary and work practises.
Forward planning
Future forecasting skills is one of the futuristic skills that can be adopted by the leaders within
the service sector. It can be helpful for the leaders to achieve success in future and they will able
to predict the future of opportunities that are available for their organisation. Leader should adopt
and develop forward planning skills or future forecasting skills so they will able to use the
information that is from the previous performance of the organisation and according to that they
can predict the future and opportunities that will help them to achieve success. future forecasting
can be possible and predicted on the basis of data that is available from the previous performance
by the organisation.
Emotional intelligence
A higher level of emotional intelligence means that the workers are more aware and therefore
knowledgeable of their weakness and strength not only will manager need to have the correct
soft skill assessment but they will need to seek mentor and colleagues assistance to identify

emotional intelligence individuals (Jakubik, and Berazhny., 2017). The people who are having
emotional intelligence skills tend to show greater empathy towards their client and I understand
there behaviour and mentalities of the other competitors organisations. It is necessary for the
leaders to develop skills to identify the people who are having an emotional intelligence in their
team so they can achieve success within the business and goals can be achieved effectively.
Comparison between different service sector organisation change management system an
leadership in implementing change.
There are various organisations who are using the Who have implemented the change within
their organisation effectively (Nirmala, and Mekoth., 2018). Two organisation how have
implemented the change successfully are hotel Hilton and Marriott international. both
organisations are competitors of each other but leadership plays important role within the those
organisation and they make it possible by using their leadership skills and both organisation was
successful in implementing change.
Hotel Hilton
What a little come up with the structural change where they implement the new structure to
increase the communication at the workplace. this was due to the lack of communication at the
workplace this means that they were needed change so they can achieve success within their
business becausr without having effective communication company cannot be successful in
achieving their objectives. leaders and managers play important role for the hotel return where
they use the change management model called ‘Lewin’s change model.
Lewin’s change model
Kurt lewin Developed this theory in 1940 to implement the change effectively they have
introduced three stages that are unfreezing, changing and last stages refreeze. Hotel Hilton
leaders use this stages to implement change successfully.
Unfreeze
This is first stage of change management model that involved the preparing of companies to
accept that change is necessary. to aware people and stakeholders within the hotel Hilton
companies leader use their effective communication to make people within the hotel understand

that why structural change is required and how it can help organisation to achieve success (De
Vries., 2017).
Change
Changes the another’s stage where people begin to resolve their uncertainty and look for new
ways to do work. the real change take place in this stage so employees struggle with their new
roles and and task. leaders and managers of the Tesco company set the short goals for the
employees so they can be motivated and also they provide training and development develop
new skills an understanding of new task.
Refreeze
Refresh is the last stage when the change are taken shape and people have immersed the new
way of working. here company is ready to refreeze. Leaders and managers of the Tesco company
in this stage look for the employees behaviour or they ensure that if anyone who are against the
change can be converted to support it. they ensure all the tasks are going well or not that makes
this change successful.
Marriott international
Merritt international is another best example of change management implementation where
leaders and managers was successful to implement the technological change at their workplace.
they take help of Change management model called McKinsey 7-s Change management model.
This model help them to implement the technological change that they bring to increase the
production an improved business.
McKinsey 7-s
Strategy
Company identify their strategy to implement the technological change and what are their
objectives. The main objective of Marriott international was to improve their production and
quality of services for their customers. So they decided to implement new technology
Structure

Structure is the way in which organisation is organised. To implement the change company was
required to adopt new structure that could be helpful for them to implement the change
successfully. They use hierarchy structure implement change successfully
System
here company implement the new system and technology that could be helpful to increase
production an quality of the product.
Shared value
The mission objective and the value from the foundation of every company and play an
important role in aligning all key elements to maintain an effective organisation design. the main
objective an shared value far implementing new technology was to increase performance of the
company and provide effective services to the guest (Hussain, and et.al., 2018).
Style
Readers play important role where they use their leadership skills and democratic leadership
style but she success in implementing change. This helped to implement change successfully and
they were able to implement new technology.
Staff
Staff is required to implement the change and there Support is necessary. to bring the support
from staff leaders and managers of the made it international communicate with them and also
provide training and development so they can understand the new task and again knowledge
about new technology.
Skills
New technical skills are required For implementing the new technology. Thus, leaders and
managers of the Marriott international provides training and knowledge about new technology.
So they can use effectively and achieve success.
CONCLUSION
As per the report has been covered study of hotel Hilton and this report has been assessed
a different classical management theories and explain the role of leaders and managers within the
service sector. it has been reviewed the management and leadership style in this specific service

sector organisation and also assess current hard and soft skills. In the end of this report has been
discussed about future management skills that is required within the service sector and also chain
management model that are applied by the two different organisations like Marriott international
and hotel Hilton.

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