Management Skills and Leadership Styles in Hospitality

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Developing manager

TABLE OF CONTENTS
Introduction......................................................................................................................................1
Task 1...............................................................................................................................................2
1.1 Compare different management styles..................................................................................2
1.2 Discuss leadership characteristics..........................................................................................3
1.3 Evaluate communication processes in selected businesses...................................................4
1.4 Analyse organisational culture and change in selected businesses.......................................6
Task 2...............................................................................................................................................8
2.1 Assess own management skills performance........................................................................8
2.2 Analyse personal strengths, weaknesses, opportunities and threats......................................8
2.3 Set and prioritise objectives and targets to develop own potential........................................9
Task 3.............................................................................................................................................11
3.1 Lead and motivate a team to achieve an agreed goal or objective......................................11
3.2 Justify managerial decisions made to support achievement of agreed goal or objective and
recommendations for improvements.........................................................................................12
Task 4.............................................................................................................................................13
4.1 Explain how own managerial and personal skills will support career development...........13
4.2 Review career and personal development needs, current performance and future needs to
produce development plan.........................................................................................................13
Conclusion.....................................................................................................................................15
References......................................................................................................................................15

LIST OF FIGURES
Figure 1: Communication process...................................................................................................5

Introduction
Managing the operations of the business require manager to manage the productivity of the
workforce and also overall organisational goals. Current report will lead to develop effective
understanding of the application of principles and practice of management behaviour. Report
focuses on the case study of the Clayton Crown Hotel London that is one of the well reputed
organisations of Ireland and UK. It is mainly the part of Dalata Group that have strong
workplace culture and manager plays effective role in focusing on people, fairness, services and
the individuality. In addition, Marriott Hotel is also being taken for showing the comparison in
different management and leadership styles. In further report, skills assessment of manager will
be done and on the basis of this career development plan is being designed for achieving
development in near future.
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Task 1
1.1 Compare different management styles
Management is being defined as the strategy of organisation that includes coordinating the
efforts of the employees mainly to accomplish the objectives with the application of different
resources (Drucker, 2012). For such activities, manager plays different functions of recruitment,
training, planning, managing talents, staff rotation, handling customer queries and measuring the
overall performance of the organisation. In the current task, Clayton Hotel and Hotel Marriott is
compared to have the analysis of their current management styles.
Management theories and approaches
As per the Taylor theory of management, Organisation needs to operate on the objective of
increasing productivity, bringing development in personnel’s, equal division of the responsibility
and also mental revolution of the part of management and workers. This theory is also the
classical theory of managing the organisation. Generally, Marriott Hotel used such kind of
management theory as its activities are based on the objective of improving the effeceincy of the
organisations and also the efficiency of the employees (Shafritz et.al.2015). This theory mainly
guides Marriott Hotel to develop mutual trust with the employees and also training is offered
mainly to have positive workplace environment.
On the other hand, Clayton Hotel is mainly familiar with the modern theory of management that
guide managers to have the adaptive system that changed according to the changing
environment. This theory guides about using two management approaches that includes system
and contingency theory of management. Clayton Hotel applies system approach to achieve the
process goals and objectives that is based on having the independent system (Verbeke and Tung,
2013). And also to meet with the changing conditions of business environment, the contingency
approach is used.
Management styles:
Styles of management in organisation can be classified as authoritative, participative, coaching,
pacesetting, etc. Generally Marriott Hotel follows the structure high involvement of workers as it
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will lead to enhance the customer’s satisfaction. For this, Participative style of management is
being used to value the employee effort and offering motivation to enhance business productivity
(Hickson and Pugh, 2014). Manager plays active role to measure the efficiency of the
organization as a whole.
On the other hand, Clayton uses the directive style of management where top decision making is
focused and mainly executives are allowed to follow the directions of the manager. This include
manager will have full control over the process of decision making and offering work to the
employees (Armstrong et.al. 2012). However, sometimes using this style, manager can utilize the
wrong position of power and make the employees exhausted.
1.2 Discuss leadership characteristics
Leadership is being concerned as the activity of encompassing the ability of the individual or
organisation to lead and guide the team for achieving the organisational objective. A Leader of
the organisation displays different qualities that include Honesty, A good communicator,
delegation and empowerment, creative and innovative and a quick decision maker. Leader
mainly plays active role in taking the team together and enhancing morale mainly for achieving
the organisational objectives.
In different organisation, there are different leadership styles used by the Leader. These styles are
classified as democratic leadership, autocratic leadership, Laissez faire, transformational,
Transactional, etc.
Mainly Marriott Hotel used the democratic kind of leadership because it values the performance
of the workforce. Moreover, operating in travel and tourism sector it is necessary for leaders to
motivate and value the team (Nanjundeswaraswamy and Swamy, 2014). For this, leader mainly
motivate workforce and involve them in decision making activities to achieving organisational
objectives. This style of leadership results in boosting employee satisfaction and ideas of
workforce is being mattered to enhance their value in the workplace.
On the other hand, Clayton Hotel applies the leadership style as nature and situation of the
workplace. For example, if Hotel sales are lowering down, leaders would adopt the autocratic
style with having strong monitoring on the employee performance and on achieving objective.
On the other hand, if there is situation of increasing the personnel turnover, it adopts the laissez
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faire kind or democratic kind for highly employee engagement and involvement of the
employees in organisation (Yahaya and Ebrahim, 2016).
It is assumed that leaders might change their leadership style in both organisational contexts
depending on the nature of the objectives that are to be achieved. However, leaders display
different qualities that help to set example for the employees to be as a leader in near future.
1.3 Evaluate communication processes in selected businesses
Communication is being concerned as the process of exchanging information and ideas with
using suitable channel and in suitable style within the organisation (Broadbent, 2013).
Communication process consists of the suitable elements that include sender, message, receiver,
feedback, noise. Generally both Marriott and Clayton follow the suitable communication process
that is explained below in the image.
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Figure 1: Communication process
(Source: Author)
Types of communication in workplace
Formal communication: This type of communication in Hotels refers to the interchange of the
information in formal manner. In this, the flow of communication is controlled and it enables
business to communicate about the information without hindrance and in proper manner. For
example, if HR manager implements any of the plan and policy in the workplace, it
communicated through a formal meeting or through mail to inform employees to work
accordingly (Townsend et.al. 2013).
Informal communication: It is the kind of casual communication that takes place between co-
workers in the workplace. In hotels, the communication between servants, local ground staff, and
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front office staff with each other is mainly termed as informal communication. This
communication leads to develop social relationships within the workforce.
Barriers to effective communication:
Emotional barriers: people in the organisation find it difficult to express their emotions and
some of them might not be comfortable in taking communicating with the other party.
Sometimes, the sender uses the over complicated and unfamiliar terms that can make the
communication less effective (Manuti et.al. 2015).
Lack of interest: For example, in organisation if manager has organised the training and the
former employees are not interested to participate that will lead to ineffective communication at
the workplace. Moreover, it is necessary to managers to develop interest of the employees while
communicating about any of the material information.
Strategies to effective communication:
In hotel industry, communication plays one of the essential roles for the employees as main
activity in Hotel is regarding facing the guest and offering them services. It is necessary for
providing regular training to the staff to communicate with each other and also to take active
participation in activities of the organisation. Moreover, internal communication can be
improved with offering employees team task that will enhance their level of engagement with
each other (Karanges, et.al. 2015). Moreover, communication plays active role in shaping
organisational productivity as in Hotels if Staff is able to meet with the needs of the customers
then it will lead to achieve business goals.
1.4 Analyse organisational culture and change in selected businesses
Culture of the organisation is mainly defined as the beliefs, assumptions, values and the suitable
ways in which employees interact to unique social and psychological environment of the
organisation. According to Handy’s model of culture, there are different types that impact on
organisational operations.
Role culture: In Hotel, manager plays effective role to delegate the suitable roles and
responsibilities to the employees. In this each of the employees is well informed about the duties
and in which power drives from a person’s position (Cacciattolo, 2014).
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Power culture: Power in the organisation is held by the single individual that spreads across the
organisation. For example, manager has effective power to take decisions and delegate the
authority to the respective employee.
Task culture: This includes Hotel to focus on the team working and it requires skills,
personalities and leadership traits to achieve the organisational objective. Manager follows the
concept of team work to achieve productive results (Ojo, 2012).
Person culture: It also includes individual that observe themselves as unique and superior in the
organisation. Each individual performance is being valued to achieve organisational outcomes.
Organisational change is about the change in the strategies, process, culture and people that
effect on the organisation. This change mainly impact on the organisational decisions. This
includes organisational change, transformational change, personnel change, unplanned change,
etc. For example, if Hotel brings change in lowering cost to attain more competitive advantage. It
will impact on increasing the sales of the organisation as customer has the tendency to be price
conscious (Sokro, 2012). In addition, if personnel changes occur, Hotel needs to take decisions
regarding recruitment of employees or termination of the non performers. Changes occur in both
the Hotels, it is required to take effective decision making in terms of achieving positive
development in the organisation.
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Task 2
2.1 Assess own management skills performance
In order to operate on the role of assistant manager, it is necessary to conduct the management
skill performance for setting goals of improving in the near future. There are different
management skills that are required for being an effective assistant manager. Skill assessment is
being done below:
Planning skills: Currently I am somehow good at planning skills as I have past experience of
working in the Hotel industry. I have learnt about managing the task and have completed the
targets at my past workplace. I am effective to manage a small team and carry out the simple
project. But I need to improve in near future to work effectively as the assistant manager role.
Communication skills: I am one of the greatest communications as I have the hobby to
participate in activities that is effective for me to communicate with members and interact with
them. I like sharing ideas and usually participate in seminars and conferences that have helped to
develop confidence with my communication skills.
Problem solving: I am currently weak with solving problems and I get frustrate with handling
the complex situations. I need to develop such skills as there are different organisational
problems that require quick decision making in different situations.
Cognitive skills: This includes being innovative in taking corrective business decision by
presenting creative and innovative solutions. On this perspective I need to be the great
communicator, critical thinker, idea farmer, etc to bring necessary innovations in the business.
2.2 Analyse personal strengths, weaknesses, opportunities and threats
Strength
 I have the tendency to be calm under
pressure
 I am passionate about having clear
goals for future.
 I am a team worker with having certain
Weaknesses
 Improper time management can lead to
delay my task
 I lack necessary skills to take decision
regarding suitable decisions.
 I lack some of the cognitive skills with
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management skills
 I am the quick learner that enable to
learn new things
having some of the creative skills
Opportunities
 To work effectively on the role of
assistant manager
 To attain senior manager position with
hard work
 To handle a large team with having
effective career development
opportunities
Threats
 Lack of proper availability of the
resources
 Ineffective decision making and
problem solving can hinder achieving
my future goals
 Low availability of sources for
achieving development in skills.
2.3 Set and prioritise objectives and targets to develop own potential
Based on the analysis of the SWOT and assessment of the management skills performance, the
below goals have been set to achieve in near future.
Objectives Specific Measurable Achievable Relevant Review
dates
Achieveme
nt dates
To develop
certain
management
skills for
handling
customers
To improve
cognitive
skills and
problems
skills to deal
with the
customers
To take
feedbacks
from the
senior
managers
Better decision
making that
have enhanced
customer
satisfaction
To learn
through self
learning and
having
regular
practice
3/19/2019 8/19/2019
Managing a
small team
To handle
the small
team for
achieving
objective of
enhancing
customer
Taking
feedbacks
from team
members
regarding
my current
performance
To
communicate
with
employees by
solving
complex
problems and
Better team
handling
with
achieved
productive
goals in
Hotel
3/19/2019 10/1/2019
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