Analysis of Marriott and Hilton's Management Practices: A Case Study

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Developing
Manage r

Contents
Introduction 3
Task 1 3
1.1 3
1.2 4
1.3 5
1.4 6
Task 2 7
2.1 8
2.2 9
2.3 10
Task 3 11
3.1 11
3.2 13
Task 4 14
4.1 14
4.2 15
Conclusion 16
References 17

Introduction
A manager is a pillar of an organization. Their characteristics define the results of the team. They
guide, influence and motivate their team members to work for the common goal of an
organization. In this report, we will discuss about various management style of the manager,
their leadership characteristics, the communication process involved in an organization and
various aspects of a developing manager. This report also defines my own managerial skill in
different context of the organization and recommendation to improve any of these skills. At last,
the need and importance of career development is explained and plan for the development of my
career in future.
Task 1
Marriott International and Hilton Hotels & Resorts
Marriott International is a Multi-National Company which has a chain of hotels located all over
the world. It was established by J. Williard and Alice Marriott in 1927. It’s headquarter is located
in Bethesda, Maryland, US. It is the largest hotel brand in the world. It is known for providing
services in hospitality industry. This chain includes 19 brands running 6500 hotels in almost 131
countries (Nyangwe and Buhalis, 2018). It has been ranked on number 33 as top 100 companies
to work with in 2017.
Hilton Hotels & Resort is a brand which provides hotel services worldwide. It was founded in
1917 by Conrad Hilton. The Headquarter of Hilton Hotels & Resort is situated in McLean,
Virginia, US. It has around 586 hotels serving in around 86 countries. It provides services in both
hospitality and leisure industry which includes hotels, airports, and destinations for vacations etc.
It was the first hotel to provide cold running water and air conditioners in the world. The Forbes
magazine has awarded it as one of the most successful series of hotel and it is on 38th position in
money-making company. (Cnroy and Yemen, 2018)
1.1

Management style in Marriott International
The style of management in Marriott International is democratic style. According to J. Williard,
the most important asset for any organization is the People. They follow the policy of Guarantee
of Fair Treatment which is the policy for the employees in which employees are provided with
solution of their every problem (Ross, 2018).They focuses on enhancing the skills of employees,
give proper care to the employee to make them work effectively for the organization, etc. They
encourage the employees, to involve in the decision making process and provide their ideas with
the organization.
Management style in Hilton Hotels & Resorts
The management style of Hilton Hotels & Resorts is democratic style. It involves the employees
in decision making process. However, the management has the last decision. This method is
supported by the employees of each level as it enhances their feeling of belongingness. The
management has the power to mark impact on the organization’s culture. The gap in the
communication process has been reduced, which allows the employees to advance their abilities
in the best possible manner. (Lu and Zhu, 2019)

1.2
Leadership is the quality of a person to influence the behaviour of other persons. The style used
by different leaders are different there are three different styles of leadership (Iqbal et al., 2015).
These are – Autocratic leadership, Democratic Leadership and Laissez-Faire Leadership In both
the chosen organizations, Marriot International and Hilton Hotels & Resorts, democratic style of
leadership is followed.
Democratic Style is a leadership style in which the members take part in the decision making
process. They influence the decisions taken in the organization but the final decision is to be
made by the leader. It focuses on equality in a group and the flow of ideas within the
organization by the employees. In this leadership style, the members within a group are involved
in sharing their ideas, they are more engaged in the process, and they are rewarded for the
creativity and ideas. The democratic leaders have these characteristics of honesty, intelligence,
courage, creativity, competence and fairness. They inspire their followers through faith and
admiration in taking actions and contribute in the team. They have high values and morals in
influencing any decision. This type of leadership is beneficial to the organization as it enhances
the creativity of the employee by involving them into the decision making, which make them
involved in business of the organization (Mohiuddin,2017). According to some research, the
employees directed through this style leads to the higher productivity and feeling of
belongingness among the employees. But every good thing has their own drawbacks, sometimes
in this type of leadership, roles are not clear and it lead to confusion in communication and
lowers the productivity level. if the subordinates doesn’t have proper knowledge and expertise in
the field in which the decision is going to be taken, their ideas will be vague and useless. After
the whole discussion, the conclusion is that it best suits in the organization where the members or
employees are skills and are able to give adequate opinion.

1.3
The Marriott International and Hilton Hotels & Resorts are both a huge group of hotels with
thousands of employees working within an organization. They have to use various types of
communication for the internal management. It can include both formal and informal type of
communication (Adler et al., 2016).
The Formal Communication is a set of pre- defined structure through which the communication
takes place. The information has to pass through various departments for effective
communication which can be horizontal or vertical. It can be written or oral. It develops a formal
relationship among the people in the organization. For example, notice, bulletin, meetings,
suggestion boxes, feedback, memos, seminars, etc.
The Informal Communication is a process of information sharing within as spontaneous group
like a group of friends, colleagues, family or may be strangers. This helps to form and maintain
the relationship among the employees. There is no proper structure for informal communication.
In business language it is called as “Grapevine” because it is not possible to know about where
the conversation starts or ends (Fogel, 2017). It is not the part of formal structure of organization
and it can be written or oral like letters, gestures, etc.

1.4
The organizational culture is the values, beliefs, assumptions of an organization which influences
the environment within the organization. This is important while changing the structure and
processes of organization for improving the productivity level and impact on the society.
Marriott International has a strong base of culture which supports the business as well as the
social norms of the organization. They are based on the principles which state that the people
ought to feel good about themselves, atmosphere of the company and the company itself. The
cultural environment is sociable to make collective efforts irrespective of anything for achieving
common goals of the company. While they don’t need any change in the culture of the
organization, but it is suggested to throw out the long hour culture within the organization
(O’Neil, 2016).
The culture of Hilton Hotels & Resorts was developed by the founder Conrad Hilton. The
principles which guide the organizational culture here includes constant pleasure to customers,
advancing the employees, protection of environment, helping the society, development of the
brands, providing fit and harmless atmosphere for customers, visitors and staffs, creating
delighted values, and supporting the reliability of company’s residents. For the change
management the company has providing improvements and exciting culture which can be done
by proper training of the employees and working on new technology.

Task 2
A Manager must have various skills to manage and influence his subordinate to work for them
and the organization. The efforts of manager are the result of the team. The managers have to
evaluate their own skills to check their performance in the organization and for knowing how to
improve the skills for better management. Therefore, I am providing here a reflective report of
my own management skill as a prospective manager.
2.1
Management Skills are the skills possessed by a manager to achieve the tasks in an organization
which include managerial responsibilities. These skills can be improved by education and
practice for attaining organizations goal and productive results (Noe et al., 2017). For a good
performance I am assessing my own skills of management to know about the improvements that
I have to be made:
● Technical Ability- These skills involved the knowledge about use of various instruments
in the industry like functioning of the equipment and software or any tools. The
knowledge I am gathering in this course will provide me to know how to use these tools
and gadgets for proper implementations and results. And for learning more I will join
different classes related to it to enhance my knowledge and skills.
● Creative Thinking- These skills are connected with the creative thinking and ability to
do work in an innovative and different way. In my opinion I have a good ability to think
and work creatively in relation to any work. It enhances the ideas and visions to do a
particular task with great potency and productivity (McNatt, 2019).
● Communication- It is one of the most important skills required in a manager. In the
organization we have to manage different kinds of people, for this we should be able to
connect with the people. I am able to connect with the people instantly and can
understand their work and potential for achieving the goal as well as in sorting their
personal differences. My communication skills are my real strength as a manager to
influence others and make them to do their task. This will help me to motivate the
employees and providing them clear instruction to do the work.
● Organizational Skills- For doing any task, the work should be well organized to reduce
the level of confusion among the employees. I have learn to organize things properly by
applying it in various fields of my life which helps me managing the work as a manager
at a good pace.

● Time Management- It is the ability to manage the work within a particular time. I can
say that I am not good enough in time management because I have to do my work with
the highest perfection level which sometime takes more time than the usual which I have
to improve for being a good manager (McNatt, 2019).
● Leadership- For being a good manager, one has to be a good leader also. As the main
task of a manger is to lead his team to attain the stated objectives. I have a good quality of
leadership to influence and motivate others for participating in the team goals and
objective by my own work and tasks. But I have a rough time in making decision which
is also a must for a leader which I can improve through interacting with people in my
surroundings.
After assessing my own management skill, I have come to a point that I have the skills that a
manager should possess but there are still some skills and abilities that I need to have and
improve for being a good manager and an effective leader.

2.2
By analysing my personal strengths, weaknesses, opportunities and threats can help me to
improve myself to be best in my own field. It can give me an idea about the perspective for my
career.
Strength
In order to make the business successful, a
manager should have skills that will help him
to achieve his goals. My biggest strength is my
self-confidence and the creativity in doing any
job. Apart from it, I am a hardworking person
and a quick learner who is able to adapt
changes occurring within an organization’s
environment (Phadermrod et al., 2019). I am
also good at communicating with people and
understanding their personal and professional
spaces and connect with them to the level they
want me to which will help in motivating.
Weakness
According to me I have lack of time
management skills which is an essential skill
for a manager. In addition to this I am not very
good at quick decision making as I always
want to do my work with the perfection which
delays the decisions related to how to do the
work. I also lack experience in the industry.
With this I am egoistic in nature, which is a
good quality as an individual but not good
while working in a team.
Opportunities
There are various opportunities that I will get
in my career which will include opening of
divisions of the hotel, new courses in the field
of management, and to enhance my skills and
cut my weaknesses with proper training and
programs. And I have one more opportunity to
increase my knowledge and education by
taking any above level course in any
respectable institution.
Threats
In my opinion the threats which will affect my
career in the hospitality industry is the
competition in the corporate world. The
competition is regularly growing and it is very
difficult to enter the industry. But with my
potentials and taking benefit of my strong
points, and coping up with weaknesses I will
surely win against this threat (Philbrick et al.,
2015).
With the help of this SWOT analysis, I can improve my skills and the weaknesses that I have
through enhancing my knowledge and experience. And try to gain these opportunities by coping

up with the threats in the industry (Phadermrod et al., 2019). All these things will help me
achieving my personal objective as well as the organizational goals.
2.3
Setting the goals for the future purpose will help in defining the future with more certain plans
and objective to have a successful career. For developing my own potentials and gaining the
opportunities in my career I have to set up some targets and objective which will help me for my
goals. These pre-defines objective and goals can help to be motivated and focused in making the
future better. These objectives are those which I want to achieve in my life and it will include
taking training in the course for development of leadership and time management skills, to gain
experience in the hospitality industry by working in the organization at manager level, learning
the techniques and uses of tools and instruments used in the industry and meeting all the
deadlines in the current job for getting the most productive results (Longworh, 2019). By
ensuring that these objectives will be fulfilled, I can have a prosperous future with a respectable
career. I will take part in Personality Developments Programs for polishing my skills of
communication and leadership with the help of various social activities and undertaking.

Task 3
3.1
According to the given situation, as a Duty Manager of Clayton Crown Hotel, I have been
appointed to lead a new hotel by the organization in the Stratford City, London which will be a
great opportunity to showcase my talent and skills and gain experience in the atmosphere of the
new hotel. For making the new hotel a success I have to be focused on the achievement of the
goals of the organization which can be done by motivating and leading the employees to work
for it. Therefore, I am required to write a report on the management to show how I will lead and
motivate the members of the team to achieve the goal of Clayton Crown Hotel (Levi, 2015).
Making Plans according to the agreed goals: For leading the new hotel I have to make plans
which will be in accordance with the agreed goals of the principal organization. The plan will
include the organizational structure and the work or task to be performed by each department for
ensuring the high quality of service, customer satisfaction and brand recognition for the
promotion of the hotel.
Open Communication: The motivation of the staff is very important for the proper completion
of task and objective. The communication process should be open which will be helpful in
motivating the employees and developing the feeling of belongingness among them (Woodcock,
2017). If the employees will not hesitate in communicating with me then they will be able to
discuss their problems or share the ideas for the achievement of goals. By this they will be self-
motivated and provide their services with loyalty and great efficiency.
Guiding Employees: If I will guide the employees in achieving their tasks, it will have a great
impact on the confidence of employees. By admiring their performance and making them correct
in private by helping in their task will encourage them to work more efficiently to increase
productivity (Armstrong, 2016).
Participation of Employees in Decision Making: If I will let employees participate in the
decision making, this will help me in getting their confidence which in turn will help in
delegating task without any hesitation as they will work as their own responsibility. This will
also help in getting new and innovative ideas from the employees in achieving the goals and
objectives.
Follow the Maslow’s Hierarchy Needs: With the help of the theory, the employees can be
motivated by knowing what will influence their behaviour. According to the theory of needs,
one’s motivation criteria will be changed when their present needs or wants will be fulfilled
(Soni and Soni, 2016). If the employees’ present need is money they will be influenced by
money but if they want power and status, money will not influence to work better.