Report: Developing Management Skills for Hilton Hotel (2024)

This report analyzes management styles, leadership characteristics, and the process of communication within the context of Hilton Hotel and its competitor, Holiday Inn. Task 1 compares various management styles (participative vs. authoritative) and leadership characteristics, including communication skills, creativity, and team orientation. Task 2 focuses on assessing own management skills, identifying strengths, weaknesses, and setting development targets. Task 3 addresses motivating and leading a team to achieve objectives and decision-making processes. Task 4 explores personal and managerial skills supporting career development, and formulates a development plan. The report references organizational culture, change management models, and provides recommendations for improvement. The report is structured with an introduction, four tasks, and a conclusion, providing a comprehensive overview of management principles within the hospitality industry.

Developing Manager

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1: Various management style...................................................................................................1
1.2: Leadership characteristics....................................................................................................2
1.3: Process of communication...................................................................................................3
1.4: Analysis of organisational culture and change in an organisation.......................................5
TASK 2............................................................................................................................................6
2.1: Own management skill.........................................................................................................6
2.2: Personal strengths, weakness, opportunities and threats......................................................6
2.3: Set targets and objectives to develop own potential............................................................7
TASK 3............................................................................................................................................8
3.1: Motivate and lead a team to achieve agreed objective.........................................................8
3.2: Decision made to support achievement of agreed objective and recommendation for
improvements..............................................................................................................................8
TASK 4............................................................................................................................................9
4.1: Personal and managerial skill support career development.................................................9
4.2: Personal an career development needs and future needs to formulate development plan...9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Every organisation can achieve success and sustain in competitive market world when it
has attained an effective and skilled managers of each departments which includes Human
resource, marketing, finance, IT etc. As it is obvious that the performance of managers decided
the growth rate and sustainability of an organisation. Therefore, it is important for Board of
Directors to think for the betterment of their managers so as to get adequate support from them in
executing business activities in more effective and efficient manner. The present assignment
report is based on Hilton Hotel and its competitor Holiday Inn which is engaged in similar sector
i.e. hospitality. The project covers the different management styles and leadership characteristics
which plays valuable role in the development of an organisation. All other aspects are also
discussed under this report with the context of Hilton Hotel (Bianchi and et. al., 2011).
TASK 1
1.1: Various management style
Management style refers to an effective way of accomplishing desired goals and
objectives by the managers. It involves planning, decision making, organising the business
activities etc. which are performed by management in order to execute business activities in
more profitable manner. Thus, adopting an effective management style among various is must
required in order to achieve positive outcomes. Such management styles includes participative,
authoritative, Affiliative and free-rein. Each management styles has direct managers to perform
allotted roles in different way.
Hilton and its tough competitor Holiday Inn are taken into account for the purpose of
comparing management styles adopted by both of them. Such two hotels are the big names of
hospitality sector which facilitate local as well as foreign visitors to provide them adequate
facilities such as Accommodation facilities, transportation services etc. Following are the
comparison among such two hotel in terms of adopting different management style:
Hilton: Participative management style Holiday Inn: Authoritative management style
Such management style mainly focuses on
giving equal importance to their staff members
while making an effective business decisions
It is another management style which is more
effective while dealing with emergencies. In
this style, the managers is solely takes business
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and plans. Involvement of staff members in
decision-making process which brings
motivation and self confidence among them
due to which the chances of retaining
experienced employees will be more. It
improves communication and coordination as
well which builds healthy relationship with
staff members due to which adequate support
will be get from them in achieving desired
goals and objectives.
decision without giving invitation to their staff
members for the purpose of getting suggestions
and views. Adopting of such management style
brings more beneficial result to an organisation
in case of urgency when there is less time
available to managers to take decision in order
to grab competitive opportunities so as to
compete with Hilton. But on the other hand it
brings disadvantage as well such as it may
damage the interest and working behaviour.
1.2: Leadership characteristics
Leadership refers to the ability and skills which are utilised in increasing performance
level of employees through providing them motivation to work hard and perform in better way.
An individual called as leader should require to attained specific skills such as communications
skills, decision-making skills, problems solving skills etc. which help in supporting staff
members to execute business activities in more profitable way.
Both Hilton and Holiday Inn are two hotels of UK which are dealing in welcoming
visitors to avail their hospitality services without facing any problems. With the help of leaders,
the satisfaction level of customers maximises. Thus, leadership skills play an important role in
performing all business activities in desired manner. Such leadership skills includes:
Communication skills: It is an effective skills which help in build in creating and
maintaining healthy relations among employees which in results increasing productivity in
performance. Thus, such skills have required to attained in a leader so that they can effectively
described roles and responsibilities to each members in such an effective way so that the interest
and working behaviour of employees are maximised (Hogan and et. al., 2010).
Creativity and innovation: A leader is one who has ability and skills to bring new ideas
and motivates others as well to find out new ways to complete allotted activities in bets possible
way. Fro example, welcoming guests through showering flowers will help in building good
image in customer's mind. Therefore, creativity should be must to have in leaders of both hotel if
want to sustain for longer period of time.
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Team orientation: Leaders should have more capable to get work done from others in
team so as to get enough support in achieving desired goals and objectives. Team work always
brings positive result thus should required for leader to encourage employees to contribute
efforts in a team instead of giving individual efforts (Pettit, Fiksel and Croxton, 2010).
Styles of leadership adopt by Hilton:
Action oriented leadership style: Under this style, the leaders are liable for every actions
implemented by their employees due to which proper direction and guidance must required to
provide by leaders of Hilton.
Autocratic leadership style: Under this style, the leaders act like a boss thus is
responsible to make decisions and plans solely without asking views and suggestion from their
staff members. Adopting such style is helpful when the leaders has less time to make decision in
order to grab competitive opportunities.
Styles of leadership adopt by Holiday Inn:
Democratic style of leadership: Under this, leaders provides freedom to their employees
to share their views and suggestions which further consider while making an effective decisions
and plans for the betterment of Hotel. Due to this, the efficiency level of decision will be
maximum.
Laissez-faire style of leadership: Under this style, the rights of taking decision are given
to the employees in order to bring efficiency in quality of their work. It provides an opportunity
to employees to bring out new and innovative ideas to perform allotted work in more profitable
way (Bianchi and et. al., 2011).
1.3: Process of communication
Communication refers to an act of sending or receiving information from one another in
same meaningful way that sender expects from the receiver. It can be in the form of formal and
informal way. It builds a good relation with employees and provide an opportunity to understand
each other in order to perform task together. Therefore, communication channel should be
created by Hilton so that roles and responsibilities are clearly described. It also help in resolving
issues between the employees through communicating them optimum solution.
Formal and Informal communication:
Formal communication refers to transmitting information from one person to another
according to the rules, standards and processes and avoids using slang terminology whereas
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informal communication refers to transferring or receiving information in casual way through
avoiding typical and complex words in messages. For Hilton, formal communication need to be
adopted in order to communicate with their employees in hierarchical way so as to maintain
working atmosphere. As messages passed through following hierarchy and standards it will
reduces the chances of misunderstanding as well as languages of messages are clear. On the
other hand, informal communication includes multiple languages due to which the chances of
understanding the same meaning will be more (Godefroid, Levin and Molnar, 2012).
Upward, downward and horizontal communication:
It is hierarchical form of communication which help in creating healthy work
atmospheres due to which communication can be done to different level management in order to
transferring information related with plans and policies. Upward channel includes the
transmitting messages or information from subordinates to superiors for the purpose of providing
suggestions, feedbacks, new ideas etc. with the help of which superior manager are able to make
an effective decisions and planning. Whereas downward channel refers to transferring messages
or information from superior managers to subordinates in form of providing direction, solution,
plans, roles and responsibilities etc. with the help of which the employees are able to perform in
right direction. Horizontal channel includes the communication among the managers of different
departments regarding the needs and requirements needed by them in achieving desired goals
and objectives.
Verbal and Oral communication:
In Oral communication, the messages has been transferred verbally through using
different tools or face to face meeting. Such tools includes telephones, speech etc. through which
communication can be made verbally. It is more useful method of communicating as it provides
an opportunity to make correction at a point of time due to which the chances of sending reliable
and accurate information will be more. Therefore, it must required to adopt such method by
Hilton while dealing with guests (Luthans and et. al., 2010).
But there are some barriers as well which may damage the accurate meaning of message
transferred from one person to another. Such barriers includes:
 Lack of attention and interest to the receiver.
 Emotional barriers.
 Differences in perception and viewpoint
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 Cultural differences.
1.4: Analysis of organisational culture and change in an organisation
Organisational culture refers to the values, beliefs or norms which must required to be
adopted by the members in order to maintain healthy environment at workplace. Such
organisation culture includes:
Power culture: Such culture is based on the power attained by the members in an
organisation. An individual attaining higher position or designation holds more power as
compared to an individual attaining lower designation in an organisation. Therefore, an
individual holding more power has capability to influence business decision thus need to
consider their interest and needs at workplace (Pettit, Fiksel and Croxton, 2010).
Role culture: Such type of cultures is based on the roles and responsibilities of members
working in an organisation so that their contribution can be easily identified. For example,
manager perform higher roles and responsibilities whereas the staff members perform different
in order to achieve common objective.
Model to change: The needs and preferences of customers changes on regular basis
which directs organisation to make improved changes in their pre-determined decisions and
planning with an objective of maximising the satisfaction level of customers. Therefore, the
managers of Hilton need to concentrate on implementing Lewin change management model
which includes three steps: Unfreeze: In this step, formulation of plans and strategies are formulated by management
of Hilton Hotel in order to adopt current trends so as to survive in market for longer
period of time. Change: In this, direction should be provided to employees in order to perform as per the
pre-determined plans and policies so that maximum outcome will be received. In this,
training must required to provide in order to make employees more capable of doing task.
 Refreeze: In this, the management should required to upgrade their technologies and
equipments used in maximising the satisfaction level of guests.
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TASK 2
2.1: Own management skill
It must required to attained specific skills and abilities while performing as a senior
manager of Hilton Hotel which help in performing roles and responsibilities in an expected
manner. As a senior manager, following skills should required to acquire:
Leadership skills: Such skills are more helpful in getting work done from others in more
effective and profitable way through adopting an effective motivational theories such as Maslow
theory, Hertzberg theory etc. which brings motivation and confidence among employees. It will
help in increasing performance level of employees.
Problem solving skills: There are number of employees are employed in Hilton Hotel
from different backgrounds and culture which may arises lots of conflicts and issues at
workplace. Therefore, as a senior manager of Hilton Hotel such skills must required to attained
so as to create healthy atmosphere at workplace (Hancock, 2017).
Communication skills: It is important to define roles and responsibilities to each
members working in an organisation thus requires an effective communication skills by manager
so as to maximise the satisfaction level of staff members.
Decision making skills: Due to high competition and complex business environment, the
managers must required to have decision making skills in senior manager of Hilton Hotel in
order to deal with influencing factors in an effective and efficient manner.
Skills Very
Rare (1)
Rare
(2)
Sometimes
(3)
Often
(4)
Always
(5)
Problem solving skills ✔
Communication Skills ✔
Leadership skills ✔
Decision-making Skills ✔
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2.2: Personal strengths, weakness, opportunities and threats
It is essential for senior manager of Hilton Hotel to identify its own strengths and
weaknesses along with the opportunities and threats. For this, SWOT analysis shall required to
be conducted:
Strengths Weaknesses
 As a senior manager of Hilton Hotel, I
noticed that I have a better knowledge
about using new and innovative
techniques used in maximising the
value of hospitality services offered to
customers.
 I have attained an effective
management and marketing skills.
 I am friendly in nature due to which I
can easily find out the issues and
difficulties faced by employees at
workplace due to better
communication.
 Due to lack of confidence, sometimes I
took more time to implement pre-
determined decision.
 The interest and requirements needed
by staff members at workplace may be
ignore sometimes due to overload of
work.
 Due to ignorance of participation in
training and development programs it
becomes difficult to find out optimum
solutions.
Opportunities Threats
 I required to enhance my skills in order
to adopt an effective technologies and
modern systems.
 Gaining knowledge through
participating in training and seminars
helps in managing various departments
in more effective manner.
 Large number of competitors such as
Thomas cook, Holiday Inn etc., may
affects the existence and stable position
of Hilton Hotel in hospitality sector.
 Qualified candidate may show less
interest in entering into hospitality
industry.
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2.3: Set targets and objectives to develop own potential
SMART tools shall required to be adopted by management of Hilton Hotel in order to
develop potential and capabilities which are as follows:
Specific: The objective must be more specific which can be easily understood by staff
members of Hilton Hotel (Siddiqi, 2012).
Measurable: The objective must be measurable due to which the results can be easily
tracked.
Achievable: The goals and objectives must be achievable and realistic which brings
motivation among employees to work hard.
Relevant: In this, goals must be so relevant that will bring more profitable outcomes to
company.
Time bound: The deadline should be set and framed so that employees gets motivation to
perform in optimum way so as to achieve as quickly as possible.
TASK 3
3.1: Motivate and lead a team to achieve agreed objective
To bring motivation among employees, it is essential for manager of Hilton Hotel to
adopt an effective motivational theories which are described as below:
Maslow's theory of motivation: It is an effective motivational theory which are mainly
concentrate on identifying the needs of employees as an individual and accordingly make efforts
in fulfilling their basic needs so that their level of satisfaction should be maximised. Such needs
includes physiological, safety, social, esteem and self-actualisation which need to be fulfilled as
quickly as possible.
Vroom's expectancy motivation theory: It includes three variable which includes
expectancy, instrumentality and Valence which states that if an individual contributes maximum
efforts then the chances of getting positive result will be more. For example. Instrumentality
variable states that if employees work hard then the profitable outcomes can be achieved easily.
In addition with this, it is essential that leadership and managing skills are required to be
promoted at workplace so as to bring maximum result in near future (.SWOT Analysis, 2017).
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3.2: Decision made to support achievement of agreed objective and recommendation for
improvements
It is essential for management of Hilton Hotel to made an effective and valuable decision in
order to achieve desired objectives and compete with their rivals. Such decision are given as
below:
 Conducting training, learning and development programs to their employees on regular
basis will help in increasing productivity of company.
 Implementation of motivational theories such as Maslow's theory, Hertzberg theory etc.
in order to bring motivate and self confidence among employees.
 Creating an effective communication channel through which the manager can easily
communicate with their employees so as to describes the roles and responsibilities in
more effective way. Making improved changes in existing hospitality services according to the changes in
interest and preferences of customers.
Recommendation: It has been recommended that the managers need to engaged in
training and development programs so as to gain knowledge which help in adopting skills and
modern systems in more effective manner. It help in providing guidance and motivation among
employees which indirectly increases the performance level of an organisation as well.
TASK 4
4.1: Personal and managerial skill support career development
There are different types of skills which must be acquired by managers in order to
achieve growth and support in achieving professional career. Such skills includes:
Communication skills: It is required to have an effective communication skills which
help in establishing good relation with the employees due to which maximum support shall beget
from them in achieving desired target.
Leadership skills: It is related with such skill with the help of which the managers of
Hilton Hotel can able to get work done from others in more effective way. Having such skill help
in increasing performance level of employees due to which Hilton can survive in market for
longer period of time (Communication Process, 2017).
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Adaptability: The interest and preferences of visitors changes frequently due to which the
managers of Hilton Hotel should have required to attained skills of adaptability in order to accept
changes through making changes in existing polices and strategies.
4.2: Personal an career development needs and future needs to formulate development plan
As a senior manager, it is important to make person and career development plan so as to
enhance skills and knowledge which can further help in performing delegated roles and
responsibilities. Such plan are described as below:
Skills Required Development Criteria for measuring success Time
required
Time
management
skills
It is essentially required for
managers to direct their workers
to work on time due to which
maximum advantage will be
received in near future.
If I will start completing task
that are allotted to me on time it
can be said that I have
successfully developed the skills
to manage my time.
3 Months
Flexibility
skills
It should required to attain skills
which help in dealing with
changing arises due to internal
and external factors.
If I am capable to deal with
sudden changes in an
organisation and bring profitable
outcomes then I am able to
develop my skills more
successfully.
5 Months
Decision
making
skills
It should required to have such
skill in order to achieve
competitive opportunities in
order to gain competitive
advantage.
This is another skill which is
developed if different situations
are managed through taking
quick decisions and they are
successful in giving the desired
outcomes.
3 Months
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CONCLUSION
It has been concluded from the above project report that an organisation can achieve its
growth and success with the help of getting adequate support from them. For this, an effective
plans and policies should required to be formulated in order to enhance the skills and abilities of
manager due to which maximum result will be achieved in near future.
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