Developing Manager Report: Leadership and Communication in Hospitality

This report delves into the multifaceted world of developing managers within the hospitality industry, with a specific focus on leadership and management styles. It examines different management approaches, including contingency, autocratic, democratic, and permissive styles, and their application within prominent hotel brands like The Hilton and The Marriott. The report explores essential leadership characteristics such as communication, commitment, and decision-making skills, emphasizing their importance in motivating teams and achieving organizational goals. Furthermore, it analyzes communication processes, both verbal and non-verbal, and their impact on customer service and overall business success. The report also addresses organizational culture, highlighting the significance of a strong culture in fostering employee engagement and delivering quality service, while also discussing change management in the context of technological advancements and evolving customer expectations. Finally, the report includes an assessment of personal management skills, a SWOT analysis, and a career development plan, providing a comprehensive overview of the skills and strategies needed for effective management in the hospitality sector.

The Developing Manager

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Different management styles-.......................................................................................1
1.2 Leadership Characteristic-................................................................................................2
1.3 Communication processes in Hospitality businesses-......................................................3
1.4 Organisational culture and the change in Hospitality businesses-...................................4
Task 2...............................................................................................................................................5
2.1 Assessment of own management skill performance-.......................................................5
2.2 Analysis of personal strengths, weaknesses, opportunities and threats-..........................6
2.3 Prioritise objectives and targets to develop own potential-..............................................7
TASK 3............................................................................................................................................8
3.1 Managerial skills..............................................................................................................8
3.2 justification and recommendations...................................................................................9
TASK 4..........................................................................................................................................10
4.1 personal skills and development.....................................................................................10
4.2 Career Developmental Plan............................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................14

INTRODUCTION
Management of an organisation depends on effective managers, who can manage all the
task and employees with in the organisation. Manager is responsible for the departments whom
they are responsible, and developing manager are those who develop business opportunities for
the department and for the organisation. Managerial functions accented by the principles of
management. An effective developing manager understand the need of balance between
managing and accomplishment of targets and need of management in the team(Alvesson,
Sandberg, 2013).
Present report is about the management style in the hospitality business, in the hospitality
industry innovation is must and they always seeking ways to improve in the organisation. Strong
and effective leadership and perfect management is highly required for this industry. All
company want to improve employee's productivity. In the given scenario there are two hotel
organisation, The Hilton and The Marriott, both are the brand name in the hospitality industries,
both the names are well established and successful in the business(Arends, 2014). According to
Bolton and Bolton 'in an organisation of the large scale as international hotel group is required to
have trained and efficient staff to run reputed branches all over the world. Therefore, such a hotel
group is going to have adopted theory based on perspective leadership style adopted by managers
of organisation.
TASK 1
1.1 Different management styles-
Management style is a method of leadership used by manager. A developing manager has
a responsibility to develop business possibilities for the business, and the manager of hospitality
business has to create an environment which attract more and more visitors in the hotels. “An
effective management is just as important in small or new entrepreneurial ventures as it is in
range(Berman, Evans, 2013). Management is coordinating work activities so they completed
effectively and efficiently with and through other people” by Robbions and coulter. Management
is the essential in any type and in any size of organisation, where there is a business there is a
requirement of management. There are some style in hospitality management-
 Contingency management style- this style is consists of flexibility of strategies. That
allows organisation to be more flexible in both the environment, internal and external.
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 Autocratic management style- in this style manager has to take all the decisions regarding
the tasks, they plays a role of higher authority in his department to execution of task or
work.
 Democratic management style- in this style management work with the staff by submit it
to get the task done. This style are employee friendly because they feel their involvement
and presence in the organisation(Bozarth, Handfield, 2016).
 Permissive management style- in this style leader and followers works together with their
working style and have right of decision making but the last power in the hand of the
leader.
In the present report there are two established brand name The Hilton and The Marriott,
they have there management style and management, for successfully run their businesses.
Marriott management style, they adopt contingency management style, it is the most suitable
style for the hospitality business. This style provides flexibility in strategies making, hotel
business is one of that business that direct interact with every customers or visitors. The style
revolves around the human relation approach. There is involvement of every employee in the
decision making and they are part of it till the last. These involvement makes the way of
improved the productivity and efficiency in the work(Budhwar, Debrah, 2013).
While Hilton management style, must be autocratic because they strictly focuses on the
consumer service and followed the decisions that took by the management. Hilton is a global
company and intends to increase shareholder value.
1.2 Leadership Characteristic-
Leadership is the ability that motivates a group of individuals towards achieving of
common purpose. A leader is a director of the decision making. A leader must be able to
motivate and stimulate other employees under him/ her and also solve the organizational
issues(Cuervo‐Cazurra, 2012).
A leader must be establishing a clear view and sharing that vision with others so that people will
follow endlessly. Some skills and attributes required for leadership:
- A leader must know how to correspond with employee at higher level as well as lower
level. Because communication skills are necessary at every level of organization.
- One of the most important quality require for any leaders are committed to their
organizations and employees.
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- An effective leader must have a managerial, technical and human skill.
- A leader must adopted a clear vision for the future.
- A leader must be truthful towards the company.
- An effective leader must be inspirational, subordinates to perform and engage in
achieving an organization goals and objectives.
- Decision making skills are compulsory for an effective leader..
- For success of any organization, leader must adopt new ideas.
- Leader must focus on three things, to listen, to motivate, to make powerful.
- For the success of organization, Leader also manages their time in an effective way.
- Planning and implementation skills are mandatory for leadership.
- Leaders always inspire the workers with economic and non-economic rewards.
In international hotel group leader belief that suitable training provided to the employees
of the hotel so that similar services are provided to customer that availing the services of the
hotels(Cunliffe, 2014).
Leaders always play an important role in that services which has direct interaction with
the customers. As developing manager also plays a role of leader in the marketing department.
He or she can lead the subordinates to increase the sells and services of the hotels. Leading by
setting the right example is critical for employees to feel secure at work. Leader inspire their
subordinates in many ways. They make an effort to get input and ideas. Leaders can be a good
communicators in this industry because most of the time they do not have much period of time to
explain the task towards the subordinates,when there any incident happen with the
visitors(Ackermann, Eden, 2013).
1.3 Communication processes in Hospitality businesses-
Communication skill is mostly required in the hotel industry because they have direct
interaction with the people. Developing manager should have a quality of good communication.
skill that to promote the services of the hotel. There is two kind of communication that is verbal
and non-verbal, verbal communication is based on transferring information through sounds and
non-verbal is based on transferring information through expression or sources of
informations(Guerrero, and et.al., 2013).
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Informations, ideas or feelings can be easily transferred by the communication whether it
is verbal or non verbal. The effectiveness of the communication will directly relate to the success
of the organisation and the achievements of the individuals within it. Communication in the hotel
industry is all important to profitability. These include written communication, verbal
communication and an understanding of non-verbal communication. There is also an increasing
need for staff to use effectively new communication technology such as integrated computer
systems with functions such as e-mail, customer data bases and Internet information access. If a
hotel has a brand name but there is a lack of communication is there that this factor affect the
business most(Hilson, 2012). Because communication is a central factor in the emerging
knowledge economy and a major consideration for workers and for customers also. By a author
'communication has as its central objective the transmission of meaning'. This process can
successfully done only when the receiver understands an idea as the sender explain it. Both the
hotels which is given here performing successfully their business, there are many thing which
made the thing or businesses successful, like management, marketing work, selection of
employees and for this business beside these factor communication plays an important part,
communication with in the organisation or with the customer, made this hotel business
successful(Hunt, Weintraub, 2016).
the consequence of oral communication is that it is less authentic than written communication
as they are informal and not as organized as written communication. Along with these oral
communication not possible in the case of long speech. In the written communication main
consequence is that need to make use of proper written language, lack of language may leads to
misunderstandings.
There are also several types of difficulties in their communication process leads with
employees and conflicts take place. For maintain effective communication process organization
need chose reliable channel of communication in their process and proper feedback need to be
receive.
1.4 Organisational culture and the change in Hospitality businesses-
The organisational culture is created and managed with the goal that values, vision and
mission of the organisation should bring together. It is concerned with the the things that are
performing in the organisation are done in the particular manner. There are two type of culture in
the organisation that are-
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 Role based culture
 Task based culture
The role based culture is that favoured depending on role which more related to the single
person than any other employee. The role of Division manager is more likely to this culture that
he or she has a responsibility to perform their task according to their decisions which are in
favour of the company or hotel(Leach, 2014).
Task culture- this involved a group in the project to perform the task. The developing
manager can create the task culture for the particular task.
The best hospitality organisation have a quality culture, one that's guided by the content
that bottom line execution takes care of itself when everyone in the organisation is committed to
and practices managing for quality. This requires understanding of what customers want and
delivering against it by eliminating detected problems and demand. If an organisation of
hospitality that create an environment for establishing and maintaining quality culture are long
term services. Organisational culture is a pattern of values,norms,beliefs,attitudes and things get
done. As both the hotel has the strong brand identity on which guests and visitors have grown to
love and trust(Parmenter, 2015).
In the hotel organisational culture of Marriott, staff members are considered to be an
associates, a term which give a further purpose to more. Its culture influence the way its treats
associates, guests and the community. While Hilton group of hotel the selection of staff members
is not easy that they followed the centralised culture. The organisation's culture is successful
because of allowance that develop trust and security in the employees that they are the eternal
part of the organisation.
The change management is required in every business. The change management process
is one of basic skill in that most Managers and larders need to be competent in there management
process. There are very less working environments where change management is not important
and not implemented. In hospitality business change should be must(Renwick, and et,al., 2013).
Change in the technique is required in all business like booking on internet services, provide
internet services to the guests, cab services. In hotel every guest wants the best deals in their
booking and all basic requirement, in which internet take an important place.
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Task 2
2.1 Assessment of own management skill performance-
As a developing manger of an international hotel, I have an abilities that ensure the hotel about
the work, these are-
-Skill based on project- this ability include the attributes that mange a project or task given by
the company, quick decision making, ability of management resources in the task.
-Management skill based on time- this include the potentiality of time management, to save the
resources of the company and complete the task at the time for the convenience of the guests,
because most of the task in the hotel industry are performed for the guests. The completion of
task in the appropriate time will increase the value of performer but also of hotel(Sallis, 2014).
-Management skill based on conflict- this is one of the important attribute that a manager must
have to resolve the conflicts in the organisation. As conflicts are not good for the reputation of
hotel because guests are also the part of the place at a time.
-Self management skill- this quality must be in the manager how manage the task, that have a
positive attitude in working style that inspirational for others, and by this all members can
perform well.
-Managing team skill- to motivating the team members, delegation of task to the team and
selection and development of team are important task for the manager.
-Skill based on stress- many time people go through the stress in work from any source whether
its is personal or professional, both are cause of harm to the work place. In that condition
manager must have an ability to monitor the employee behaviour.
-Skill based on managing people- this is also important to bind the individuals into a team, and
perform as team. To motivating the team is also a task for the manager by words or give any
incentives for the best performance and motivates to other to perform their best.
2.2 Analysis of personal strengths, weaknesses, opportunities and threats-
As the designation of developing manager, in the international hotel that some attributes
which are required to perform the given task can be understand by the SWOT analysis. This
analysis is essential for analysing own personal ability of performing the particular task or
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improving ability in preforming the work(Seuring, Gold, 2013). The SWOT analysis for the
developing manager-
Strength-
The knowledge of the role which is given by the company I have strong information
about the responsibilities which comes with the role. As manager, I have positive attitude that
helps other to perform well and get inspired. I can make allocation of the task, and achieve the
targets in the particular time. (Schaper, 2016).
Weakness
I take time to understand the problems so sometime quick responses cannot be
performed. For achieving quality of work I need more time to achieve my targets. I do not have
sound knowledge about the finance and technical.
Opportunities-
To work in one of the biggest hotel in UK help to develop my knowledge about
hospitality industry. In the hotel I can learn use of technologies which are available such as use
of CRM software and many other accounting software.
Threats-
In the given organization there are some other types of threats are also their. I need to
develop my interpersonal skills and focus more to learn new languages. Along with this, I have
less knowledge about the hospitality industry so need to get some prelatical knowledge about
industry.
2.3 Prioritise objectives and targets to develop own potential-
In order to set prioritise objective planning are required, planning is essential to set any
target for any task. Proper planning estimation of time can properly meet essential objectives of
organisation. To develop own potentiality manager will require working in making
improvements in communication skills, decision making skill, leading style and so on.
According to Gallagher for developing own potential and setting relevant objectives as
developing manager at international hotel group would require making relevant changes in their
system for the success (Swayne, and et.al., 2012). This will require working in making
improvements in communication skills, garbing particular resources with effectively
communicating with seniors to provide proper services to potential customers'. Following are the
main prioritise objectives
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To build effective relationships with the people of organisation.
For working in the UK leading hotel I need to work in team. Working as a manager in the
hotel I need to make sure that each and everyone contribute at the workplace. And along with
this need to develop active listening skill as well.
Critical thinking:
This skill is based on solving problems and identified logical solution's for the
organization and quick decision making, ability of management resources in the task. By using
this skill I can identify different option stop solve problems within business firm. To achieve
these targets I take 2 months and to develop I need to read case study of hospitality industry.
Time Management skill
I can use this skill for completion of task at appropriate time so organization can
achieve business goals (Sallis, 2014). Working as the manger in the hotel I need to make sure
that I can meet the deadlines effectively. For this I can make time schedule so it helps to assign
the task and completion of tasks. For developing these skills I need 3 months and learn skills to
allocated work within time.
Communication skills
Two way commination is effective approach. To work in Dorchester hotel I have
effective comprehensive and reading skills and also make reports, business letters and give
presentations to company's executives. For developing these skills I need 2 months For
developing this skill I need to attain communication classes.
TASK 3
3.1 Managerial skills
`Effective ways to motivate team: Mangers of Hilton hotel are focus on motivates their
staff to so they can achieve their goals in more effective way. Following are points shows
managerial skills of company. Share vision: In hospitality industry to motivate employees mangers always share their
visions with their employees so they get motivated. If every employees is aware about
company vision then lead success for company and team members easily can achieve
their goals (Ramazani and Jergeas, 2015.). Leaders of company always make sure that
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every employees is participates in share visions process so they get set their goal
according to the visions. Creativity and innovations: Company leaders always encourages new creativity in
company through employees. They do not think to control everything in fact they give
time to their employees to solve their issues in their own ways and create challenges in
their works and ask to them to think out of box. It helps company to bring more creativity
so they can arise their company's standards. Communicate with staff: If in company where communication skills is good between
employees and leaders so they can clear confusion regarding to goals (Budhwar, and
Debrah, eds, 2013 . Leaders use every opportunity to interact with their employees so
they can build string relations with them. Through this company staff get motivated and
give more focus on their work. Maintain team spirit: When mutual decisions are taken by the team in company so trust
between team members can take place. Company manage team activities during and after
working time so powerful teams spirit can maintain at work place (Jha, 2013). It created
good environment within company. A good team always leads to success for company
and for themselves too.
 Create healthy competition: Employees get rewarded for their excellent work. If
employees of company knows they will be rewarded for their outstanding work they give
better work to company and they maintain transparency in their reward systems so no
conflicts will be take place and healthy competition will be continue in company and
employees performance increases.
3.2 justification and recommendations
 In the hotel, employees are giving productive results therefore organization have to
Create healthy competition among employees help to bring better work in company. If
healthy competition environment is provided in company then it encourages personal
growth for individuals and help to them to evaluate to their performance so they can
overcome with their weakness.
 In the business firm there are many times of problems are occurred in team. Team
members are not giving desirable results so management focuses building team spirit. It
helps members to build strong relations with each others. Through strong team company
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can overcome with any issues and if members relations with other are goods then they
can solve their issues in their own ways (Ananthram. and Nankervis, 2013.). Mutual
trusts and support will be strong within company and they can achieve their goals more
easy way.
 For working in the business organization and avoiding misunderstanding management
need to develop strong communication. It helps remove any conflicts within
organization. Communication lines always open between employees and managers so
they can share their problems with other in effective manner. Managers of the company
always try to communicate with their employees so they can understand their problems
and solve in unique way and no communication gap will take place.
RECOMMENDATION
Sometime competition can lead disadvantages for company. Company's employees may
jealous with other and leads conflicts between them. So mangers of company need to maintain
transparency in their work (Vermeulen. and Sonubi, 2015). Mangers need to build more strong
communication with its staff by asking their problems and try to solve them in good way. They
should also focus on innovation in so working standards so company can be achieve and they get
more customers' satisfaction in their company.
TASK 4
4.1 personal skills and development
With the help of managerial and personal skills an employee can develop its career
development plan that is listed as follows:
Managerial skills assist for career development plan
An individual who is working in the Hilton so that must focus on the various managerial
skills that assist to develop its growth in the hospitality industry. These skills were assist for
better future in which individual become more capable towards the functioning.
Technical skill: In this employee of Hilton focus on the all techniques that enhance their
level of proficiency. If individual know about all that techniques that is use by him on the daily
basis so that it impact on its way of working that leads towards the development in career
(Johnston and Marshall, 2016).
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