BTEC HND Unit 4: Management and Operations - Hilton Hotel Analysis

This report provides a comprehensive analysis of management and operations within the Hilton Hotel. It begins with an introduction to operational management and its significance, followed by a detailed examination of the roles and characteristics of leaders and managers within the Hilton organization. The report differentiates between leadership and managerial functions in various scenarios, including conflict situations, change management, and economic crises, illustrating how leaders and managers navigate these challenges. Furthermore, it applies operational management theories and models, such as situational leadership, system leadership, and contingency leadership, to the Hilton Hotel context. Key approaches to operational management, including the Six Sigma approach, are discussed, alongside the roles of leaders and managers in implementing these strategies. The report emphasizes the importance and value of operational management in achieving business objectives, and concludes by identifying factors within the business environment that impact operational management and decision-making within Hilton Hotel.

Management and operations

Table of Contents
Introduction.........................................................................................................................................3
P1- Role and characteristics of leaders and managers........................................................................3
P2- Role of leaders and function of managers in different different situations..................................5
P3- Apply the operational management theories and model such as situational leadership, System
leadership and contingency................................................................................................................6
P4- Key approaches to operational management and role of leaders and managers in it...................7
P5- Importance and value of the operational management to achieve business objectives................9
P6- Factors within a business environment that impact on operational management and decision-
making by the managers and leaders...............................................................................................11
Conclusion..........................................................................................................................................12
References..........................................................................................................................................13

Introduction
Operational management are the administration of the business practises that helps to
create a higher level of possible efficiency within the workplace of company. operational
management concern with the converting a Labour and material into the services and goods
as efficiently as possible to maximise the companies profit and help them to take competitive
advantages.
this report will cover case study of Hilton Hotel and resorts. It is an Global brand who
provide full service hotels and resorts and the flagship brand ofAmerican multinational
hospitality company Hilton. It is one of the top companies within a hospitality industry of UK
and they are expanding their business rapidly.
This report will provide differentiation between role of leaders and function of
managers within hotel Hilton (Erjavec and Trkman., 2020). it will also Discuss how leaders
and managers rules are applicable in different situations within an organisation such as
conflict situations, Sales declaration, Economical crisis etc. This report will also demonstrate
an application of the role of managers and leaders play in the operational functions off the
company. in the end of this report I said to factors within the business environment that
impact upon the operational management and decision-making by the managers and leaders.
P1- Role and characteristics of leaders and managers
Leaders and managers are top superior’s of the hotel Hilton. They are responsible to
manage every activities that are going on within their workplace Anne also lead and provide
proper guidance to employees to perform better. higher responsibilities within a company
means individuals need to play important role and they should have characteristics in
themselves. Here awesome important role and characteristics of both leaders and managers.
Operational management is most important part of the business and It is critical subject to
maintain Operational activities properly. operational management provide competitive
advantages to the businesses and increase their productivity, efficiency, profitability and also
had them level up Satisfaction of their customers.
Role of leader
Create vision
Leaders of the hotel Hilton create an effective vision for the company so employees
can understand what they need to achieve an leaders make them understand how they will

achieve. Leaders have to create vision and employees work hard to convert company’s vision
into the reality (Fahimnia And et.al., 2019). vision is always about where leaders want their
company to see in the future. And responsible leaders always create a visionary way to lead
their employees and create success for the Hilton.
Motivate
Motivation is always a key of getting success within a business. it is necessary for the
Hilton to have effective and motivated workforce who can provide them success and create
opportunity to grow. Leaders play this role to motivate employees by their effective
communication skills and they encourage them To achieve set objectives and goals.
Role of manager
Manage and guide
Managers of the Hilton help company to manage each and every activity within their
workplace. Manager of the company provide a proper guidance to the employees to achieve
goals and objectives and they also provide training to increase their performance within task.
Control risk
Managers create risk management strategies for the company. it helps to control
upcoming risk on the performance of the Hilton and company will always be ready for any
kind of situation due to the rest control strategies made by companies managers.
Characteristics of leaders
Effective communication
Leaders have effective communication skills that helped them to communicate and
lead the employees effectively. through the effective communication skills leaders of Hilton
provides proper guidance an in formation to the employees so they can achieve day to day
goals and objectives.
Confidence
Leaders how natural ability and confidence in themselves that helps them to be
effective leaders. leaders always show their teams a confidence which also reflect on Team
members and they give their best (Matira and Awolusi., 2020).
Characteristics of managers

Knowledge of management
Managers have a good knowledge of management activities and they know what they
are contribution toward the organisation. They use their knowledge to manage each and every
activity within the workplace of Hilton and provide proper guidance to the workers.
Time management skills
Managers have natural time management skills and they always believed to do their
work on time so they can put they saved time on the other activities as well. Managers always
come office to the time Anne do their every work according to the schedule made by them.
This shows that how effective managers they are and how they are controlling management
of the company. time management also influence employees to do their work on time which
increase the productivity an increase the probability of the Hilton hotel.
P2- Role of leaders and function of managers in different different situations
There are many situations take place within a workplace of hotel Hilton that affect the
business environment and strategies of the company. Some of the situations such as conflict
situations, change management, economic crisis etc Affect the business very badly (Roos and
Pike., 2018). In this situation leaders play their role and managers perform the function that
helps to control the situation and Hilton Hotel can overcome from the all this kind of
situations. here are some explanation of situation and Example of leaders role and function of
manager each and every situation.
Conflict situation
Conflict is a normal situation that can take place anytime within the workplace of
Hilton. This situation can create bigger problems for the company and also affect the image
within the market so it makes necessary for leaders and managers to create strategies and play
their role and function. Leaders in the conflict situation use their effective communication
skills And communicate with the employees and find out the roots of situation so they can
control while managers functions in complex situation is 2 create strategies that can help to
overcome from the conflict situation. strategies such as They listen carefully, identify the
point of agreement and disagreement, prioritise the area of conflict.
Change management

Change management it’s important for the company so they can take competitive
advantages and improve their business performance. Change management also create some
problems such as employees demotivation and company not able to get support from their
employees. In this situation leaders have used roll where they communicate with the
employees and make them understand the need of change Within their company and how it
will provide success and growth to the Hilton Hotel. On the other hand managers set a short
Wins for the employees to boost confidence in themselves and they also provide training and
development so employees can understand the new task and they can perform better.
Economy crisis
Economic crisis such as coronavirus is affecting businesses and it also affect the hotel
Hilton. Situations like this affect the profitability of the business and it is important for
leaders and managers to play their roles and functions effectively. leaders role in this
situation is to motivate employees Anne encourage them to give support to the organisation
work hard so company can overcome from the situation. They also have to make strategies to
increase the sales of products and productivity both. Managers role in this situation race 2
manage business by Providing proper training and development to the marketing team so
they can give their best and attract customers (Grover, Kar and Dwivedi., 2020). They can
also provide them ideas to attract new customers toward the hotel the company can again rise
their profitability within a market and it will be best chance for company to take competitive
advantages as well.
P3- Apply the operational management theories and model such as situational leadership,
System leadership and contingency
There are some Management and leadership theories that can be used by leaders and
managers of the hotel Hilton to lead their employees affectively and they can encourage them
to achieve objectives and goals of the company.
Situational leadership
Situational leadership is one of the most effective leadership style that helps too
handle the situations within the workplace of company. leaders and managers of the hotel
Hilton can apply this leadership to lead employees and control the situations within the
workplace of company. Situational leadership is consist of different different leadership
styles so it is necessary for leaders and managers of the Hilton Hotel need to gain knowledge
of all the leadership style then only they can apply situational district style effectively.

without having knowledge and skill for the situation leadership they can't apply this
operational management theory. Lips this style is helpful to control the different different
situation within a workplace of hotel Hilton. leaders and managers can apply leadership
according to the situation that is affecting the companies business or the probability.
System leadership
System leadership is an a proper set of capability and skills that leaders and managers
can use to capitalise, support and enable the process of system level change within the
workplace of hotel Hilton. This leadership is combination of collaborative Leadership,
coalition Building an system inside two mobility’s innovation an access across the large
(Luu., 2017). This approach is well suited to the complex challenges that needs to be
collective actions by managers and leaders both, where no single entity is in control.
However, the approaches is challenging because it involves high transaction costs, long time
frames and ambitious Outcomes.
Contingency Leadership
The contingency leadership approaches or theory suppose that the leaders
effectiveness is contingent On whether or not their leadership style suit a particular situation
within the workplace of hotel Hilton. as per this theory individual can be an effective leader
or the manager in one circumstances and An effective leaders in another one first up to
maximise the likelihood of being a productive leader, this theory processed that leaders and
managers should be able to examine each and every situation within a workplace of company
and decide which leadership can be best for a particular situation and help them to overcome
and control the situation. Here managers and leaders beside the leadership style which is
effective and more than most of the situation it is required them to be self aware adoptable
and objectives. There are many factors that can affect the workplace of Hotel Hilton and in
this situation they can use contingencies leadership theory to overcome from the situation
effectively.
P4- Key approaches to operational management and role of leaders and managers in it
Operational Management approaches and theories is the set of practises that are used
by organisations to increase the efficiency in their production First off it is concerned with
the controlling the production process an business operation and most efficient manner

possible. Hotel Hilton can also use this approach is to improve their service quality and
provide better experience to their guest (Van Aken, Chandrasekaran and Halman., 2016).
They were able to gain loyalty of the customers and able to show their presence in a market
where they are operating their business. Here are some theories and practises that can be used
by hotel Hilton.
Six Sigma approach
Six Sigma is an effective method data used by most of the organisation to improve
their capacity and business process. It focused to reducing the process variations and enhance
the process controls. This approach was introduce in 1985 two 1987 by Jack Welch.Six
Sigma is not only effective for the companies process but it's also improved employees
morale and quality of product and services and create good impact on customers.This
approach improve the quality of the output of a process by identifying and removing the
cause of defects and minimising impact variably in manufacturing and business processes. It
used the set of quality management methods mainly empirical start logical methods and
create a specific infrastructure of people within the company who are expert in this method
first stop each six Sigma project carried out within a company followed a defined sequences
of this step Ann has specific value targets. For example reduction pollution, reduce the cost
of the product and services sailed by hotel Hilton, increase the satisfaction level of the
customers by adding value on the products, reduce the process and time cycle of developing
product and services.
leaders and managers help to provide training to their employees we cause six Sigma
need higher training to learn how it works. Leaders work with the team and managers guide
them right away to work on sex Sigma.
Lean manufacturing approaches
Another approach is lean manufacturing which is also an effective and help to reduce
the cost of products an improved the quality as well. In the process of lean manufacturing it
helps to eliminate the waste from the regular product sale by hotel Hilton. Elimination of the
waste from a particular product and services by the hotel Hilton will improve the quality of
product and services and make it more effective on the basis of cost. They will add some
value in customers life by reducing the cost and they were able to provide product with
higher quality and less price. It will also help hotel Hilton to gain loyalty of the customers

and they were able to take competitive advantages within a market and they can show there
presence in a hospitality industry of United Kingdom.
Leaders and managers of the hotel Hilton will play most important role to implement
the lean manufacturing approach within their workplace. Leaders of the company well make
these strategies how they can eliminate the waste and they will also have to focus on the
employees are doing a work properly or not. they will also work with the employees and see
the improvement in quality And also see the improvement and product and services (Stucky,
De Jong and Wymer., 2020). on the other hand managers well responsible to implement these
approaches and create proper pathway and strategies for the implementation. They also have
to provide training to employees who are working on this approach.
P5- Importance and value of the operational management to achieve business objectives
Operational management is most important part of the business and It is critical
subject to maintain Operational activities properly. operational management provide
competitive advantages to the businesses and increase their productivity, efficiency,
profitability and also had them level up Satisfaction of their customers. Important San value
of the operational management in achieving the business objectives are described here
Production efficiency
Production Department of the hotel Hilton is prime area where company create a
product and provide services to the customers. With the help of operational management
company can increase their production and properly calculate the cost of the product. It helps
too decrease the prices of the costing an insure the products quality and efficiency. Increase
in efficiency and quality of the product make the differences and company can provide their
products in lower price with better quality.
Profit maximisation
Ultimate goal of every business is to maximise their profits by selling the product’s
and services to the customers. Operational management can fulfil this goal of hotel Hilton by
maximising the sales to the customers an efficient operational management (Rezvani., 2017).
It is necessary for the hotel Hilton to focus on their customers waste an increase the base with
effective offers an promotion. It will attract the customers to buy product and services from
the hotel Hilton and it will automatically increase the profits and company will be able to take
competitive advantages within a market where their operating their business.

The satisfaction to customers
Satisfied customers unhappy customers always make the business successful and
satisfy with their services. Operational management improve the quality and efficiency of
goods and also company can provide product and services in lower prices which has to
satisfy the needs and demand of the customers. It is necessary for Hilton Hotel to always look
for better quality services to their customers so they can gain loyalty and take competitive
advantages.
Effective utilisation of resources
Operational management insure that the production team of company is using and
utilising resources effectively. Effective use of resources increase the production level and
improve the process within a workplace. it is necessary for the company to utilise their
resources effectively so they can create products and services according to the needs and
demand of the customers. they will able to reduce the waste and use it effectively and take
competitive advantages within a market.
Inventory management
Operation management also helps to ensure the best use of inventory’s for the hotel Hilton.
One of the operational management method such as total quality management helps to
provide inventory strategies which saves the companies resources and also helps to ensure
effective production of product and services and also save the time which company can
implement in other activities (Hazen and etc.al., 2018). It will attract the customers to buy
product and services from the hotel Hilton and it will automatically increase the profits and
company will be able to take competitive advantages within a market where their operating
their business.
Capacity management
Operational management of the hotel Hilton not only improve the product quality but
it also had to manage the investment made by the company first up all the resources and
capital utilisation done properly in various working process of the operational management
first up it also helps to prevent the wastage and yes unusual capital expenditure and ensure
the safety for the company in future. It also enable company to take competitive advantages
within the market and they will able to control the flow of cash within a business of hotel
Hilton.

P6- Factors within a business environment that impact on operational management and
decision-making by the managers and leaders
There are many factors within a business environment that has huge impact on
operational management of the hotel Hilton an also influence on the decision making by the
managers and leaders of the company. It is necessary for the leaders and managers to be
aware of those factors so they can manage their operations effectively.
Culture
The key social factors within a business environment that have huge impact on the operations
of multinational companies such as hotel Hilton who are operating their business within
different different countries. It means that employees who are working within a workplace of
hotels are consist of different differentCulture, speak different languages etc (Alsheibani and
et.al., 2020). It influence on decision making of leaders and managers Because they have to
create diverse workplace and manage the employees. According to the culture they have to
create strategies and management.
Technology
Change in technology also effect operational management of the hotel Hilton. In a
hospital industry trends within technology change day by day and it is necessary for company
to follow new trend so they can be stay in a competition. It also influenced this is the making
of the leaders and managers, where superiors of the company have to decide if they want to
implement new technology or not because they have to decide budget any understand the
effect of technology. They have to take decisions to implement new technology Anne they
also have to provide training to employees to understand how new technology work and how
can we effective for the operational management of the hotel Hilton.
Corporative social responsibility (CSR)
CSR activities our most important part of hotel Hilton and also help to improve the
operational management of the company. It is necessary for the managers and leaders to take
decision related to the society welfare and they need to understand the importance of
corporate social responsibility of their business within a market where they are operating
their business (Van Aken, Chandrasekaran and Halman., 2016). It helps to Good image in
society but also influence employees who are working within a company and the support by
performing better in their task. it helps to increase the productivity and probability both for

the company. Leaders and managers of the company should take decision’s related to the
corporate social responsibility and they should provide help to the needy people so they can
create good image in market.
Economic factor
Economy factors such as recent crisis corona virus has huge impact on the operational
management of hotel Hilton. It also influence on the decision-making of the company. They
make strategies to increase the sales of product and services provided by the Hilton hotel so
they can overcome from this economy crisis and again take competitive advantages within a
market where they are operating their business.
Conclusion
As per the report has been provided differentiation between role of leaders and
function of managers within hotel Hilton and characteristics as well. it also has been
Discussed about how leaders and managers roles are applicable in different situations within
an organisation such as conflict situations, Change management, economical crisis etc. It has
been explained the role of leaders and managers in each of these situation. This report has
been demonstrated an application of the role of managers and leaders play in the operational
functions of the company. in the end of this report has been discussed about factors within the
business environment that impact upon the operational management and decision-making by
the managers and leaders.