Comprehensive Report: Management and Leadership in Britannia Hotels

This report provides a comprehensive analysis of management and leadership practices within Britannia Hotels, a British hotel group. It defines key management and leadership concepts, explores various management theories, and examines organizational structures. The report delves into the characteristics and skills of effective managers in the service industry, highlighting the importance of both hard and soft skills, as well as technology-oriented skills. It evaluates essential skills in the service sector, discusses change management systems, and analyzes the impact of change on management and leadership styles. The report also critically evaluates the development of change, management, and leadership skills, providing insights into how Britannia Hotels can improve its operations and achieve long-term success. The report concludes with a summary of the key findings and implications for effective management and leadership in the hotel industry.

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Table of Contents
INTRODUCTION................................................................................................................................3
MAIN BODY.......................................................................................................................................3
SCENARIO 1 – DISCLOSED IN POWER POINT PRESENTATION..............................................3
SCENARIO 2 – DISCLOSED IN BROCHURE.................................................................................3
SCENARIO 3 & 4................................................................................................................................3
Characteristics and skills of effective managers in service industry...............................................3
Hard and soft skill of management and leadership..........................................................................3
Importance of soft skills..................................................................................................................4
Importance of technology-oriented management and leadership skills ..........................................4
Evaluating skills essential in service sector.....................................................................................4
Change management systems of service sector...............................................................................5
Analysing affect of change on management and leadership styles.................................................5
Critically evaluating development of change, management and leadership skills..........................5
CONCLUSION....................................................................................................................................7

INTRODUCTION
The term management is defined as an approach or system with the help of which business
operations can be monitored and managed. Leadership on the other hand is related with providing
guidance and direction so as to motivate employees to perform as well as improve their
performance. The present report is about Britannia Hotels, one of the British hotel group with 61
hotels across the globe founded in 1976. Emphasis will be made on defining different classical
management theories along with various organisational structure. Furthermore, factors influencing
management styles will be discussed. Recent & future management as well as leadership skills will
be elaborated. At last, this report will streamline about hard and soft skills used for management &
leadership in the service industry.
MAIN BODY
SCENARIO 1 – DISCLOSED IN POWER POINT PRESENTATION
SCENARIO 2 – DISCLOSED IN BROCHURE
SCENARIO 3 & 4
Characteristics and skills of effective managers in service industry
For every business organisation, manager plays important role in undertaking its business
operations in an effective manner for increasing profitability aspects of the company. By having
good management skills it assists Britannia Hotels in achieving growth and success in the long run
time frame. A manager should always posses time management skill as per the mission and goals to
be achieved in the near future. By communicating properly with the employees and subordinates
manager can define key principles, mission and vision of the company. By making sound business
plans, strategies in line with aims and objectives it can help the company in capturing the current
market opportunities and advantages (Renz and Herman, 2016). Having in depth knowledge,
experience and decision making quality, it can provide proper leadership as well.
A good manager should have full information about the working and performance of the
company. Any problem arising in the business needs to solved by the manager in cost effective
manner by using own problem solving and creative skill. Also, it is required by manager to have
control and monitor the important project for its timely completion.
Hard and soft skill of management and leadership.
Hard skills is related with specific and creative knowledge, experience as possesses by the
manager of the company for bringing success and growth to the company. Also, known as technical

skill including knowledge related to strategic planning, marketing techniques, analysis of data and
economic conditions, etc. All these aspects help the manager of Britannia Hotels in making
effective business related decision (Bush, Bell and Middlewood, 2019).
In case of soft skills, managers should have interpersonal skill with the help of which
communication can be improved for conducting teamwork. By adoption of creative and innovative
ideas, problem can be solved thus leading to proper time management of business operations.
Importance of soft skills
By making use of soft skills in effective manner, Britannia Hotels can make improvements
in its performance level. Are those personal trait which help the manager of Britannia in improving
its overall efficiency of the employees as well as business. By making use of these skills, managers
can lead and manage complex nature business projects by properly communicating strategies and
plans made for it. It includes social values, norms, language habits and activist nature.
With the help of soft skill, a manager can manage business operations in successful manner.
Also, by providing unique and creative solution for problem of the business, it can help the
company in gaining competitive edge.
Importance of technology-oriented management and leadership skills
With the help of technological advancement and development of software related to the
management and leadership function, managers can help the Britannia Hotels in:
1. Reducing the overall cost of operations by making proper allocation of limited budgetary
resources as per the requirements of different business department.
2. Also, it helps company in coming up with new and unique business product and service in
the market after analysing demand and taste of market (Prajogo, 2016).
3. With technological development, managers can make improvement in providing its
customer services in smooth and effective manner without delay.
4. Due to new developments in production and manufacturing related technologies, manager of
the company can help in reorganising whole administrative business operations for making
its more effective and efficient.
Evaluating skills essential in service sector.
For capturing current market opportunity the manager of the Britannia Hotels should
encompasses of following essential skills:
1. Sound communication – By having proper & effective communication, it can help in

converting its sales into cash easily.
2. Multi – tasking – One of the most important skill which assist manager in managing and
controlling different business operations in effective manner b making proper allocation of
resources required.
3. Positive attitude and unique thinking – With positive attitude, it can motivate employees for
taking challenges in the benefits of company (McCaffery, 2018). By providing unique
solution, competitive edge can be gained in the market place.
For example – By analysing customer experience Britannia Hotels can get suggestions and
feedback from its customers related to the services provided and modification required.
Change management systems of service sector.
For implementing change in the business operations and processes, it is important to first
make evaluation of current market situation for formulation of strong and effective plans. By
making changes in business processes of Britannia Hotels it affects performance level as well thus
improving its profitability norms. Adoption of new tactics related to new technological
advancements and developments, laws, market policies etc. is important to be considered before
changing the management system (Gopee and Galloway, 2017). By identifying requirements of
departments, proper resource allocation can be done thereby reducing unproductive business
operations cost.
In case of Hilton Hotels, by making behavioural and strategy changes it manages the
allocation of job role as per the calibre and efficiency of employees. It also analyses the impact
of changes made on its stakeholders for making any modification if required.
Analysing affect of change on management and leadership styles.
By making changes in management and leadership style, Britannia Hotels has to ensure
whether by implementing such changes, it is not affecting the profitability aspects of the company.
Also, it is required to remain competitive in market by adopting sound business plans and norms.
By making continuous changes in such style, employees can get demotivated and confused related
to business operations to be undertaken on priority thus making them unaware of actions to be taken
for attainment of defined business aims.
Thus, for surviving in the tough competitive market, Britannia Hotels by making use of
benchmarking or key performance indicators tools can identify business ideas, strategies and
standards followed by the profit making companies in the market.

Critically evaluating development of change, management and leadership skills
According to the view point of Thorpe (2016), change is very important for every business
organisation as it helps the company in gaining competitive advantages. By implementing requisite
changes in the planning and strategies of the business, Britannia Hotels can better compete with its
rivalry firms by coming up with new as well as unique business ideas and thus can make profit.
Amanchukwu, Stanley and Ololube, (2015), disagrees by stating that due to changes, many
companies has to face resistance from employees against implementation of such changes in
business processes. Proper and accurate information has to be provided to stakeholders lack of
which can affect their decision making process.

CONCLUSION
From the above report it can be concluded that leadership and management are two
important business terms which assist company in managing its business operations in effective
manner. By adopting proper changes related to technologies, production function it has help
Britannia in boosting its production and profit level thereby assisting in gaining competitive edge.
Furthermore, it has been assessed that by framing plans and strategies in line with business aims
and objectives Britannia Hotels has been able to capture big market share.

REFERENCES
Books and Journals
Amanchukwu, R. N., Stanley, G. J. and Ololube, N. P., 2015. A review of leadership theories,
principles and styles and their relevance to educational management. Management. 5(1). pp.6-
14.
Bush, T., Bell, L. and Middlewood, D. eds., 2019. Principles of Educational Leadership &
Management. SAGE Publications Limited.
Gopee, N. and Galloway, J., 2017. Leadership and management in healthcare. Sage.
McCaffery, P., 2018. The higher education manager's handbook: effective leadership and
management in universities and colleges. Routledge.
Prajogo, D. I., 2016. The strategic fit between innovation strategies and business environment in
delivering business performance. International Journal of Production Economics. 171. pp.241-
249.
Renz, D. O. and Herman, R. D. eds., 2016. The Jossey-Bass handbook of nonprofit leadership and
management. John Wiley & Sons.
Thorpe, R., 2016. Gower handbook of leadership and management development. CRC Press.
Online
Britannia Hotels Wikipedia. 2019. [Online]. Available through:
<https://en.wikipedia.org/wiki/Britannia_Hotels>.
Change management advantages and disadvantages. 2019. [Online]. Available through:
<https://www.brighthubpm.com/change-management/18477-negotiating-the-advantages-and-
disadvantages-of-change-management/>.
Characteristics and skills of effective manager. 2017. [Online]. Available through:
<https://www.ccu.edu/blogs/cags/2017/06/10-characteristics-of-an-effective-manager/>.