Analysis of Management Theories and Practices: Hilton Hotel

This essay provides a comprehensive analysis of the evolution of management theories, tracing the shift from traditional, management-focused approaches to contemporary practices that emphasize employee motivation, quality, and customer satisfaction. It begins with an overview of scientific management, highlighting its focus on efficiency and standardization, and then progresses to explore motivational theories like Maslow's hierarchy of needs, demonstrating how organizations can cater to employees' various needs to enhance their performance and satisfaction. Furthermore, the essay examines the importance of quality management, referencing Deming's 14 points and emphasizing the need for continuous improvement and innovation. The Hilton Hotel is used as a case study throughout, illustrating how these theories can be applied in a real-world context to achieve organizational goals, improve employee relations, and ensure long-term sustainability in a competitive market.

Management Theory and
Practices

Evolution of management theory can be understood in a way that from the last century,
role of leaders in organisations is getting changed on constant basis. Earlier, in industries, the
leaders were assumed to be evolved from the carrot-and-stick wielding owner-managers.
However, presently, the concept is considered as Servant Leaders of the 21st Century. In today’s
ear, the role and impact of individual leaders or organisations has become highly significant.
Thus, it can be said that if the leader are not effective and efficient enough to make employees
work in the required and desired manner, expecting to attain the set targets is of no use. In the
past century, managers in the firm could rely on authority and strong-arm tactics in order to
attain the predetermined goals of organisation (Hill, Jones & Schilling, 2014). However, now-a-
days, it is not possible as in the present scenario, servant leaders are needed to set their own
examples by living the values which they desire to be followed by the followers, that is,
employees or workers.
With the past information, it can be said that formal study of management came into
existence late in 19th century. The major reason behind this is that development of management
as a science was required as per the changing scenario of business. Therefore, from 19th century
when the concept was “entrepreneurial capitalism”, it changed to “managerial capitalism” in 20th
century. Earlier, there were capitalists only who used to invest their capital in business as they
are the owners. However, with the changing scenario, when scope of business got increased, it
was not possible to manage the funds by own and thus, outsiders were approached to provide
capital. Through this, the gap between owners and shareholders got increased and thus, new
management challenges were brought in the business (Bratton & Gold, 2012). Due to the same,
new management theories have evolved and practiced in the contemporary workplace. Here,
there will be discussion on different theoretical concepts with reference to Hilton Hotel, UK.
The first theory of management was given by F.W. Taylor, that is, scientific
management. According to him, it is the responsibility of management only to design the jobs
and tasks in a proper manner and when employees perform their assigned tasks effectually,
incentives should be provided to them so that their productivity can be increased. Here, the main
emphasis was on management. Taylor has studied the way in which workers and machines
perform their tasks on measurable basis. According to the same, he has given standard times and
sequences in which each task should get completed. Through this, managers were provided with
realistic production standards for per man and machine that has to be achieved in an hour
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(Brigham & Ehrhardt, 2013). Through this, managers were allotted with the specific standards
which is their responsibility to get attained through employees. Earlier, when scope of businesses
was not so high, this theory was beneficial. However, presently, if Hilton Hotel will use the
same, getting desired results and attaining the set targets would not be possible. As in today’s
ear, along with attaining the set objectives, keeping employees motivated and satisfied is equally
important.
It can be critically assessed that in the initial stage, focus was on management as it was
considered important part of the firm. But gradually, employees were seen as the significant part
of organization for success. So, company adopted theories to retain employees in the firm.
Maslow is one of the important motivational theories of organization (Duymedjian & Rüling,
2010). It has been witnessed that with the help of this theory, companies can easily identify the
factors which can motivate their employees. Hilton is the service sector industry, so in this case,
they are required to satisfy the employee so that the manpower can perform effectively.
Motivation theory has special place in the service industry because the human resource are
considered as the assent of the company. Maslow hierarchy theory is divided into 5 parts, it is
significant theory because it emphasizes on every factor which can motivate the employee
(Burke, Martens & Faucher, 2010).
The Maslow hierarchy of need theory includes physiological needs, that is, for food,
clothes, shelter etc. In case of Hilton hotel, this need can be identified in the lower level of the
staff. As they are the one who are in need of this. By identifying the demand, the organization
motivates the employee by fulfilling their requirement. Then comes the safety needs which is
recognized in the middle level of management. Hilton is required to provide the employees with
proper salary and safety. Even for motivating this manpower they can provide them insurance as
well as can make health care policies (Tooksoon, 2011). After that, love and belongingness need
comes which is generally identified in the lower and middle level of staff. It comprises of proper
working environment and the family. To motivate them, Hilton is required to fulfil the need.
Later, employees feel esteem needs to be fulfilled. It is generated when the person reaches at the
top. The individual lying in this area required to be value by others. So, the Hilton hotel can
include the employees in the decision making process. Last but not the least; self-actualisation
need is there which is generally witnessed at the top level of management (Sadikoglu & Zehir,
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2010). The individual desire is to possess all the things. For satisfying this, the firm is required to
provide them with money and as well as the position.
On the contrary, it can be critically analysed that with shifting focus from management to
human resources, later it has come on the quality of work done by employees in the organisation.
Being in service industry, it is very important form Hilton Hotel to render customer services with
high quality. In today’s competitive ear where every firm is fighting to beat the competition with
other, it is important to give due consideration on quality of products and services offered to
target market. People now-a-days require quality instead of quantity which was an earlier
concept and used in 19th century. For understanding the concept and importance of quality,
Deming’s 14 points can be referred according to which Hilton Hotel is needed to make
improvement in offered products and services with innovation on constant basis (Hill, Jones &
Schilling, 2014). Along with that, by adopting and instituting leadership, employees can be made
aware with the need and importance of rendering high quality to customers. Furthermore, these
points also state that through vigorous program of education and self-improvement for each
employee in the firm, Hilton hotel can offer high quality products and services to customers that
will lead to increased customer base and thus, enhanced profits as well as goodwill in the market.
However, it can be critically evaluated that if quality if not given with due consideration, it may
lead to severe consequences that Hilton may have to face like reduced market share with
decrease in the customer base and the profits (Bratton & Gold, 2012). Therefore, it can be
concluded that with time, management theories have evolved so that expectations of customers
as per current market can be satisfied in a way that firms like Hilton Hotel will sustain and
survive in the long run with consistency.
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REFERENCES
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