Report: Management and Operations at Marriott International - Unit 4

This report provides a detailed analysis of management and operations within Marriott International, a multinational hospitality organization. It explores the roles and characteristics of managers and leaders, comparing their functions in achieving organizational goals. The report delves into situational analysis, examining how leadership and management functions are implemented in scenarios such as employee turnover, low employee performance, and organizational conflicts. It further applies various leadership theories and models, including situational leadership, systems leadership, and contingency theory, to the context of Marriott International. The report also highlights key approaches in operational management, emphasizing the importance and value of operational management, and identifying factors within the business environment that impact operational management. Overall, the report offers insights into the strategies and practices employed by Marriott International to enhance efficiency and achieve its objectives.

Unit 4 -
Management and
Operations
1

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
TASK 1............................................................................................................................................3
P1 Define and compare various roles as well as characteristics of manger and leaders. .....3
TASK 2............................................................................................................................................7
P2 Determine examples of how role of a leader and functions of mangers implement in
various situational analysis.....................................................................................................7
TASK 3............................................................................................................................................9
P3 Apply various theories and models of approach, including situational leadership, systems
leadership and contingency. 951...........................................................................................9
TASK4 ..........................................................................................................................................11
P4 Key approaches in operational management and different roles of leaders and manager11
P5 Describe the importance and value of operation management.......................................12
P6 Factor within the business environment which impact upon operational management..13
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16
INTRODUCTION.........................................................................................................................18
2

INTRODUCTION
Management and operations can be define as an important administration of business
related practices which helps in attaining highest level of efficiency for an organisation. They are
the two pillars of strength for a company and consider as most crucial factors which helps to
achieve target goals and objectives in an effective manner (Bazargan, 2016). It is majorly
concerned with transforming raw materials into finished goods and services in a better way in
order to acquire maximum amounts of financial benefits. In addition, management aims to assure
maximum results with minimum resources and efforts. The report is based on Marriott
International which is a multinational diversified hospitality organisation. It has around 30
brands with almost 7,003 properties within 131 countries around the globe. It provides
accommodation, dining spa, venue for events , weddings and meetings as well as fitness centre
facilities along with other leisure services to their target customers. The following report is
going to cover many aspects regarding operation management. It is going to cover roles and
functions of mangers and leaders within the organisation in order to acquire desired gaols and
objectives. Key approaches to operations management and role of leaders and managers play will
be analysed.
MAIN BODY
TASK 1
P1 Define and compare various roles as well as characteristics of manger and leaders.
Leaders and manager plays a vital role within an organisation as it leads to better
functioning of activities and tasks of the company. Mangers and leaders of Marriott International
has various roles and characteristics which helps them in acquiring target goals and objectives.
Managers are the individuals in an organisation who are responsible for managing and designing
the work in the company in the route of goals and objectives that are already set. In order to
acquire successful outcomes for the organisation, the role of a manger is to develop effective
strategies as well as policies to manage the working of workforce with an aim that they perform
their individual task according to the defined objectives (Choi and et.al., 2016). Whereas,
leaders are the individuals who are involve in to get the work done form staff members
considering the goals and objectives of the organisation. They play a vital role in encouraging
employees through their communication as well as leadership skills and inbuilt in them the sight
3

of the company. Leaders provide assistance to the employees to acquire their individual goals
and objectives.
Roles and characteristics of leaders and managers
Roles and duties of managers and leaders are often interchangeable, but there are still
some of the differences between functions which are performed by leaders and mangers to make
the employees work in the organisation (De Roover, 2017). The main function of manager is to
set objectives and goals as per the vision and mission of the organisation and function of leaders
is to further communicate target objectives to the staff members and encourage them to acquire
such goals.
Manager Leader
Role  The main role of the
leader is to develop and
share vision of the
organisation with
employees (Heizer,
2016). Leaders are
responsible for
defining goals and
objectives to their team
members and give
assistance to them.
 Another important role
of a leader is to
motivate others to
perform in an effective
way and help the to
acquire gaols and
objectives.
 Mangers are
responsible for setting
objectives of the
company and
communicate policies
and plans to leaders.
They give guidance to
the employees so that
they can work in an
effective manner.
 Another important role
of a manger is to
analyse and monitor
activities of staff
members. They are
required to keep a
record for
organisational
resources and
workforce
4

performance.
5

Characteristics  Most of the successful
leaders for instance Bill
gates are mostly honest
with their employees.
This particular
characteristics help
them to gain trust of
their staff members and
enhance productivity.
 Leaders should be
confident as it is the
major key trait of them
which help them to
communicate and
motivate others. It is
essential that leaders
must be confident to
give commands to their
team members.
 It is important that
mangers should be
creative so that they
can plan activities and
tasks in an effective
manner (Karlsson,
2016). As a manger
needs to deal with
number of problems,
hence creative is most
suitable characteristic
for them to find
solutions in a smart
way.
 A manger should be
responsible for
conducting various
activities and to
manage operations of
business in an effective
manner.
Unlike, number of differences there are some of the similarities also between roles and
characteristics of leaders and mangers.
Leaders Managers
Roles Role of leaders is to encourage
their employees so that they
can help in to acquire target
gaols and objectives.
Role of manger is to monitor
and supervise activities of staff
members and provide them
assistance to attain target
goals.
Characteristics Communication skills of Mangers need to communicate
6

leaders are excellent that
provide them benefit to make
command to the employees
and make them to follow the
orders.
with the employees to assign
tasks and activities.
Such similarities between roles of leaders and mangers are useful to attain gaols and
objectives of Marriott International. They both play a vital role to achieve overall success of
respective hotel and their focus is on facilitating tasks and activities of their business.
TASK 2
P2 Determine examples of how role of a leader and functions of mangers implement in various
situational analysis.
Role of leaders are quite different from role of mangers. Leaders are responsible for
taking important decisions and encouraging employees (Lamba and Singh, 2017). Mangers and
leaders within the organisation are invisible in nature and are involved in fundamentally help an
enterprise to accomplish gaols with their full potential. The decision is considered after
identifying conditions of market and trends. There are number of situations that could arise in
Marriott International such as conflicts, employee turnover, reduction in performance of
employees, low sales, elimination in productivity and many more which needs to be managed be
leaders and managers of respective organisational to achieve target gaols and objectives. They
are responsible for providing strategies and polices in order to solve number of issues that arise
in an organi9sation. Different situations are discussed as follows:
Employee Turnover-
It can be define as percentage or number of employees who leave from an organisation
and are replaced by new candidates. Management of employee turnover rate gradually helps in
determining the reason behind the turnover. It is the responsibility of a manger to create some
effective strategies to deal with this situation and help employees with essential resources and
tools required by them to perform in an effective way to reduce hurdles in their operation (Lee
and Tang, 2018). The situation arise when there are large number of employees who are taking
an exit from the organisation as compared to new joining of staff members. There could be
number of reasons which could enhance employee turnover ratio within respective organisation.
7

A high ratio of employee turnover can portray a negative image of respective organisation in
overall market area and will eventually leads to decrease in productivity. In this particular
situation, the role of a leader is to analyse the reasons why employees are leaving the
organisation. Leaders are required to communicate the reasons of employee turnover to the
manger after clearly analysing the whole situation (Littlefield and et.al., 2016). After going
through situation and evaluating all the factors, mangers needs to develop some effective
strategies which could eliminate employee turnover.
Low performance of employees-
It is a very crucial situation that needs to be handled carefully within the organisation. In
this particular situation, there could be major impact of role of leader an function of manger.
Decrease in employee performance will gradually leads to low productivity and low profitability
of Marriott International. Role of leader in this situation is to motivate employees so that they
can enhance their performance. Leader of Marriott International should inspire workforce by
providing clear guidance to employees. In this situation, the function of a manger is to develop
some effective strategies to enhance performance of staff members. Manger needs to control and
evaluate performance of staff members and are required to take some necessary measures. It is
the responsibility of manger to develop some effective policies and procedures for the employees
who are not capable to meet target goals. Apart from all this, leaders are responsible for
allocating right job to right t candidate so that they can work with their full potential and
consistency.
Conflicts in organisation-
Conflicts that arise in the organisation can be refer to as misunderstandings or
disagreements which eventually leads to dissent in employees (Matthias and et.al., 2017). In an
organisation when two workers interact, occurrence of conflicts between them is quite normal.
Leaders and mangers within respective organisation under the condition of conflicts plays a vital
role.
In Marriott International communication gap is identified which results in occurrence of
conflicts within the premises. Manager is totally responsible for formulating a plan so that a
proper way of communication can be followed by staff members and could be able to bridge up
communication gap. Increasing number of conflicts within Marriott International will lead to
development of negative environment and negative work culture which effect productivity of
8

organisation. Role of a leader in this particular situation is to create friendly and positive work
environment. The role is to communicate with staff members and analyse main reasons for
conflicts within respective organisation (Mijumbi and et.al., 2016). Function of manger in this
situation is to take necessary and strict actions related to conflicts in the organisation.
TASK 3
P3 Apply various theories and models of approach, including situational leadership, systems
leadership and contingency. 951
Leadership can be define as an action for leading a group of individuals or an
organisation. It is an art of encouraging a group of people towards attaining a common goal. It is
basically a state for being a leader and provide assistance to employees in order to make sure that
activities and tasks of the organisation is conducting in an efficient way. Within a business
organisation the major objective of a leader is to provide guidelines to workers and colleagues
with number of strategies though which target gaols of company can be acquire. There are
number of ways through which leaders can motivate their staff members to perform work in a
better way. Theories and models will provide a framework for leaders to encourage their
employees. Different theories such as situational leadership, systems leadership and contingency
theory are discussed here.
Situational leadership-
It is an adaptive leadership style. This leadership theory is based on a fact that there is no
effective and best way to encourage staff members. It was developed by Kenneth Blanchard and
Paul Hersey. It is totally dependent on leader to change his style and not on team member to
adapt the style. The leadership style of the situational leadership may change in a constant
manner in order to meet the requirements of others within the organisation based on situation.
This theory refers to the leadership where managers and leaders change their style to according
to the situation that best fits the organisation (Ravindran, 2016). There are four main types of
interchangeable leadership styles such as selling, communicating, participating and delegating.
Managers and leaders of Marriott International can implement this situational theory when there
is a need to manage conflicts within the company. It is a flexible style of leadership. It basically
adapts to the existing work culture and requirements of the organisation. It is not particularly
based on certain skills of leaders rather than this, leaders modify current style of organisation
9

according to the needs of organisation. One of the major aspects of situational leadership theory
is adaptability. It is important for leaders to adapt various leadership style according to different
situations that are arising within the organisation.
Systems leadership-
This theory or framework will allow a leader in an organisation to develop conditions
where individuals at different level can work with their full potential in order to generate
productivity (Reid and Sanders, 2019). It utilize sound principles regarding human behaviour to
develop models of organisational strategy, good leadership, social process and system design. It
provide effective tools to leaders which help them to predict behaviour of individuals within the
organisation. Theory also helps to develop effective systems which induce productive behaviour
within staff members and eventually result in enhancing profitability of organisation. System
leadership approach helps to analyse inter relationship as well as inter dependencies within
different sections of Marriott International and provides a atomistic vision for dealing with issues
that arise within the premises. In context with respective organisation, the theory would be very
beneficial for managing performance of staff members. Managers and leaders can be able to
define target gaols an objectives to the employees and though which performance can be
measured.
Contingency leadership-
The theory states that effectiveness of leaders is contingent upon how his/her individual
leadership style is matching to the situation arise in the organisation. The model was established
by Fiedler. Due to this reason, the theory is sometimes known as ' Fiedler Contingency Model of
leadership'.Thus, it is important fro the leaders to know the what sort of leadership style they
holds in. It is consider as an extraordinary kind of leadership style which majorly put emphasis
on that success of the leader is not reliable on his/her abilities. A contingent leader like to
implement their own style in order to deal with problems and issues arising in the organisation in
an effective way. This particular leadership style can be adapted by the leaders of Marriott
International in order to put focus on balancing behaviour of staff members so that consistency
within the operations of respective organisation can be managed can be achieved. There are
many other factors which is related with work environment, culture of company and staff
members which effect the success of manager in leadership process (Roth and et.al., 2016). The
fundamental basis of this approach is quite easy. It defines that individuals with different
10

capabilities can perform better in their individual fields. Some of the main variables of this
theory are Followers, organisation, leaders and environment. The contingency theory does not
advice a leader to adapt to the situation, instead of that goals should match the style of leader.
TASK4
P4 Key approaches in operational management and different roles of leaders and manager
Operation management is essential factor which aid company as to make provide better
service to consumer on timely basis. The company mainly focus to manage to develop
effectively strategies to make quality product as well as improve productivity with using proper
use of resource(Lathrop and et., al., 2019). For Marriott company operational department have
prime responsibility to fulfil the requirement by using effective methods which improve
efficiency. The activities which are involved department are distribution channel, maintain
proper supply of goods and services effectively. There are some approaches which are explained
below in detail manner:
Just in time: This is used by company to manage and structure raw material orders from
the different suppliers directly without the production. Management of Marriott international
must use inventory strategies to improve the efficiencies of delivering goods and minimize the
waste . Hence this is also important to reduce inventory cost and this method help company to
forecast demand effectively.
Role of leader: The main role of leader to is to inspire and motivate employees to
achieve the outcomes as per the standard of the company. Apart from this Marriott leaders
should focus on steady production and tend to improve high quality workmanship by showing
right path to workers.
Role of manager: Manager of Marriott must figure out proper employees performance
and provide intense training and development programmes to gain success in the market. There
are different kind of skills are require to operate machines and manager should provide proper
knowledge to employees to operate equipment effectively.
Lean management: This is the method which is used to manage and control the
activities of company for constant improvement. For Marriott company should focus on
delivering service in proper time as to satisfy consumer. This is considers as the long term
approach which is carried forward systematically to seek to achieve small and incremental
11

change in organisation. Here are some roles and responsibility of leaders and manager of
Marriott:
Role of leader: Leaders have prime role to encourage workforce to use scientific method
for continuous improvement. Marriott international leader has to create an environment which
foster regular improvement by asking and guiding question and support team by using test
hypotheses.
Role of manager: The lean manager have the tasked to define the product, service which
are provided to guest. Apart from this, manager have to create value stream map which include
all the valued on which company operates.
Six sigma: This is the method in which organisation simply means to measure the quality
and strive through perfection. It aid in increasing performance and decrease variation which
assist to reduce defection on delivering services effectively. Sigma represent the population
standard deviation which is measured by variation and data is collected to achieve perfection.
This is essential for Marriott to use six sigma by improving the quality and skills of employees.
Role of leaders: Leader have responsibility to set objectives to achieve six sigma and
create environment which enables success including goals. Beside this, leaders must be aware
about the employees regarding vision and mission of the company.
Role of manager: Marriott manager has to take feedback from employees and identify
the weakness and modify the change to achieve six sigma. In addition to this manager should
focus on continuous environment and nurture the culture of organisation as this help in
increasing efficiencies and productivity of the company.
P5 Describe the importance and value of operation management
For this changing world operation department plays an vital role in developing product
raw material into finished goods. In order to improve the operational activities of company firm
has to focus on the demand and supply by using effective measure in operational
activities(Chefalas and et., al., 2019). In the context of Marriott company must focus on
requirement of customer and offer them satisfactory services to create brand image for the
company. This is vital for organisation to understand the components of operation management
to achieve success and growth effectively. Therefore, here are some of the key benefits and
important advantages of operations management.
12

Improve Product quality: Customer satisfaction is essential for company and it can be
achieved by facilitating better service. In order to achieve high standard for Marriott should
focus on production quality and offer service by keeping customer satisfaction in mind. This
technique aid company to proper use of resources and develop desire goods and service as per
the requirement of final consumer.
Increase profitability: By providing increase quality of product and service company
can automatically can increase the sales. This also help in increasing trust and brand name in the
limited time frame. For Marriott company has to keep up with the taste and preferences and offer
then satisfactory services as to capture large market share and profitability as well. So
management must use operational management is such a manner which help in achieving desire
aims and objective effectively.
Sustainable initiative: With the assistance of lean management Marriott can use reduce
the waste which is generated while creating goods and services. By using effectively
management approach company can reduce such waste and can manage Just in time approach
which help in creating effective decision for betterment and growth. Eliminating waste within the
operation will save money and increase profitability in lesser time frame.
Motivate employees: Operation management aid in motivating employees and also to
focus on achieve desire aims and objectives. In the context of Marriott managers as well as
leaders to fulfil the requirement of employees as they can be motivated towards goals. Company
should also reward and appreciate the employees by giving them bonuses and rewards on there
hard work. Hence this aid employees to gain motivation factor to accomplish target in a given
time frame.
P6 Factor within the business environment which impact upon operational management
In organisation leaders as well as manager have implement new rules and policies which
have direct impact on the operational management(Aanandaswamy and et., al., 2019) . In order
to avoid such kind of factor company has to develop strategies and structure to reduce the impact
of business environment. The department of Marriott is responsible to ascertain new changes in
external as well as internal environment to minimize the competition present in the market.
There are different factor such as rivals, change in laws and politics which reduce the scale of
promotion and productivity of the company. All these factor plays an vital role in operational
13

department in a well define manners. Factor which influence operation management and decision
which is mentioned below:
Competition: In today modern world there are different kind of companies which have
entered in the marketplace. In order to avoid such competition Marriott have to provide high
quality product and focus on customer satisfaction. Apart from this, company also have to make
changes as per the requirement of market as this provide competitive edge for organisation. For
Marriott there are various competition such as Hilton and Travelogue which tend to create a
niche market. So company should conduct proper market research as implement new policies
which help company to overcome challenges.
Technology advancement: Technology plays crucial role in business because this help
in creating larger market share and profitability in a well define manner. This has the major
impact of Marriott as they have implement new technology as to compete in this present world.
Company can use technology in hotel chain for delivering food and services to consumer
effectively. Apart from this, it also facilitating company to offer services in timely manner and
impact a better brand image in the minds of customer.
Employees Training: Employees training effect the operational management as
inefficiency of employees reduce the flow demand as well as supply present in the market.
Manger of Marriott must create employees skills and use them as effectively in business
operations as to produce better result. Leaders have the responsibility to providing effective
training to achieve common goal. Employees must be well about there roles and responsibility
and must be focused to accomplish desire aims and objectives.
Customer: The present customer is very versatile and change there needs of requirement
constant. In the case Marriott mangers have duty to provide to look after the changing demand
with the assistance of research and make changes in business activities in order to meet the end
requirement of the customer. Whereas leader of organisation has the responsibility to show
correct path and provide assistance for completion of work in a given time frame.
Work process: In operational planning, consider the routines that make up each work
process. Both management and leader of Marriott have job to ensure every routine within the
company as this facilitate in making cost effective method in terms of employee labour and
maintain proper demand as well as supply present in the market.
14

CONCLUSION
From the above study it can be concluded that management and operations are very
important factors for all organisations in order to attain desirable business gaols. However, it has
been analysed that management and leadership are different in nature. In addition to this, roles
and functions of both leaders and mangers are different from each other in many ways. Managers
and leaders works in a same manner to achieve target goals and objectives of a company by
considering different theories and styles. Theories like Situational leadership, Systems
leadership, Contingency leadership are used to understand various leadership styles. Decision
making process of both leader and mangers critically helps an organisation to enhance
production process and sustainability. Analysis of various key approaches of operation
management is conducted for effective reduction of waste and enhance overall performance of
business.
15

REFERENCES
Books and Journals
Bazargan, M., 2016. Airline operations and scheduling. Routledge.
Choi, T.M., and et.al., 2016. Multi‐methodological research in operations management.
Production and Operations Management. 25(3). pp.379-389.
De Roover, R., 2017. The Medici Bank: its organization, management, operations, and decline.
Pickle Partners Publishing.
Heizer, J., 2016. Operations management, 11/e. Pearson Education India.
Karlsson, C. ed., 2016. Research methods for operations management. Routledge.
Lamba, K. and Singh, S.P., 2017. Big data in operations and supply chain management: current
trends and future perspectives. Production Planning & Control. 28(11-12). pp.877-890.
Lee, H.L. and Tang, C.S., 2018. Socially and environmentally responsible value chain
innovations: New operations management research opportunities. Management Science.
64(3). pp.983-996.
Littlefield, D.A., and et.al., 2016. Data recovery operations, such as recovery from modified
network data management protocol data. U.S. Patent 9. 244. 779.
Matthias, O., and et.al., 2017. Making sense of big data–can it transform operations
management?. International Journal of Operations & Production Management.
Mijumbi, R.,and et.al., 2016. Management and orchestration challenges in network functions
virtualization. IEEE Communications Magazine. 54(1). pp.98-105.
Ravindran, A.R., 2016. Operations research and management science handbook. Crc Press.
Reid, R.D. and Sanders, N.R., 2019. Operations management: an integrated approach. John
Wiley & Sons.
Roth, A., and et.al., 2016. Knowledge creation and dissemination in operations and supply chain
management. Production and Operations Management. 25(9). pp.1473-1488.
Lathrop and et., al., 2019. Best practices for management and operation of large HPC
installations. Concurrency and Computation: Practice and Experience, 31(16), p.e5069.
Chefalas and et., al., 2019. Orchestration engine facilitating management of operation of
resource components. U.S. Patent Application 15/946,348.
Aanandaswamy and et., al., 2019. Assessment of knowledge, attitude, and practices regarding
biomedical waste management among operation room personnel in a tertiary care
center. Journal of anaesthesiology, clinical pharmacology, 35(1), p.106.
Lee, H.W. and Yeom, S.J., 2019. A Basic Study on How to Improve the Management and
Operation of Maritime or Coastal National Parks as Based on the Analysis of the Basic
Statistical Data on National Parks. Journal of Environmental Science
International, 28(9), pp.751-763.
Al-Ali, A., Smith, R.A. and McCarthy, R.J., Masimo Corp, 2019. Multipurpose sensor port.
U.S. Patent Application 16/042,943.
Nimmagadda, N., Matsushima, K., Piccinini, A., Park, C., Strumwasser, A., Lam, L., Inaba, K.
and Demetriades, D., 2019. Complicated appendicitis: Immediate operation or trial of
nonoperative management?. The American Journal of Surgery, 217(4), pp.713-717.
Hemmati, M., Mohammadi-Ivatloo, B. and Soroudi, A., 2019. Uncertainty Management in
Power System Operation Decision Making. arXiv preprint arXiv:1911.10358.
16

17

INTRODUCTION
18

19