Report: Leadership and Management Skills in the Marriott Hotel Chain

This report evaluates the leadership and management skills within Marriott Hotels, focusing on both current practices and future requirements. It examines the hard and soft skills of leaders and managers, including communication, problem-solving, teamwork, and decision-making abilities. The report also analyzes the future of leadership and management, emphasizing the importance of technology management, diverse team management, transparency, result-oriented focus, ethical principles, and emotional intelligence. Furthermore, it compares and contrasts organizational change management in the service industry, highlighting the application of Lewin's change management model and the role of leadership in implementing changes. The report provides a detailed analysis of how Marriott can adapt to changes and maintain its market position within the hospitality and tourism industry, contributing to employee satisfaction and overall organizational success.

Assessment

TABLE OF CONTENTS
LO3..................................................................................................................................................3
P5 Evaluation of current leadership and management skill of Marriott hotel.............................3
P6 Evaluation of future management and leadership skill of Mariott hotel................................4
LO4..................................................................................................................................................6
P7 Comparison and contrast between service industry organisational change management and
leadership in implementing changes............................................................................................6
REFLECTION.................................................................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Leaders and manager plays important roles within organisation by managing and
motivating each individual to work hard so that firm can grow and expand its market share.
Managers are responsible for planning and effective management of resources, human so that
overall objectives can be attained. This report is about Mariott hotel that operates in tourism and
hospitality industry to provide best customers services so that their requirements can be fulfilled.
It has analysed about current and future leadership and management styles that are required by
manager and leader of Mariott while performing their different services. It has also evaluated
different service industry organisational change management system and the way leaders have
effective managed changed for growth and success of enterprise.
LO3
P5 Evaluation of current leadership and management skill of Marriott hotel
Leaders and manager have both hard and soft skills that help in effective management of
people and optimum utilisation of resources so that common objective of firm can be fulfilled.
Skills are capabilities and knowledge of individual which help it to perform various tasks easily
and comfortably so that particular goal can be achieved (Dong and et.al., 2017). There are
different hard and soft skills that are present in manager and leaders of Marriott that contributed
in motivating, influencing individual to put extra efforts so that company can gain competitive
advantages in hospitality and tourism industry.
Soft skills: These are traits or characteristics that are present in each individual which helps in
building strong relationship and effective understanding, sharing of feeling, view between each
another. Such as:
Basis Manager Leaders
Effective and good
communication: One of the
most important and necessary
skills that are present in leader
and manager of Marriott hotel
Manager has also capabilities
to share their idea, feeling to
other individual so that they
can easily perform their
respective task and
Leaders have effective
influencing and
communicating power that
induce maximum number of
employees of Marriott hotel to
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is good communication. contributed in growth of firm. work as per its instruction to
get better outcome.
Problem solving ability:
Both manager and leaders of
Marriott hotel have specialised
knowledge to solve different
problem that are faced by
individuals while working in
the organisation.
Manager through continuous
supervision and monitoring is
able to identify their
respective problem thus find
innovative solution so that
their needs and requirements
can be satisfied (Chaffey,
Hemphill and Edmundson-
Bird, 2019. ).
Leaders listening and building
strong relationship with
employees is able to find
challenges and recommend
appropriate suggestion that
can be used by it to gain best
outcomes.
Team work skills It is another skill that is
present in manager of Mariott
hotel which state that they
have ability to delegated task
or roles that need to be
performed by each individual
so that common objectives can
be meet (Sahu, Pathardikar
and Kumar, 2018).
Leaders have ability to
coordinate and cooperate work
of different individual towards
common goals so that
company can retain its market
position and customers
satisfaction.
Decision making skill Leader of Marriott have skills
to take accurate decision for
benefits of various team
members.
Managers are responsible for
taking correct decision so that
company can attain its
respective objectives.
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Hard skill: It included skill that can be measured or they are specifically related to technical
knowledge such as information technology or computer skill that helps manager and leader to
perform their respective task in Marriott hotel like:
Basis Manager Leaders
Information technology
skills
Manager of Marriott have
used information technology
to analysis performance of
each employee so that better
and effective strategies can be
formulated to improve their
performance.
Leaders have also make use of
information technology to
monitor and guide various
employees in the organisation
so that best customers
experienced can be provided
and good working
environment can be provided
to employees to retained their
level of satisfaction.
Computer skill It can be stated that managers
of Marriott hotel have
knowledge about the way
computer, internet connection
and social media can be used
to communicate with each
individual (Einarsen, Aasland
and Skogstad, 2016).
Leaders have used innovative
method or computer and
internet to share their view,
ideas to employees so that best
outcome can be gained.
Data analysis: It another roles of manager in
company as they are
responsible for analysis and
evaluating information
regarding employees
performance so that effective
strategies and plan can be
Leaders also analysis
performance of each team
members in order to plan
strategies to improve their
productivity for growth and
success of enterprise.
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prepared to enhance their
respective skills, knowledge
and capabilities.
Project management: Manager of Marriott are
responsible for management
of various project so that
overall objectives of
organisation can be achieved.
Leaders have skills to manage
project and team member that
are assigned responsibilities to
perform respective task so that
best outcome can be gained.
P6 Evaluation of future management and leadership skill of Mariott hotel
There are various future management and leadership styles that need to be adapted by
manager and leader of Marriott in order to retain maximum number of employees within
organisation for long term growth and success of enterprise. Therefore various future leadership
and management skill that need to be considered by manager and leaders of Marriott are as
follows:
Technology management skill: Due to advancement and continuous changes in technologies it
is necessary for manager of company to use innovative technologies such as Facebook, twitter
and instragram or official website, webpage to attract new and talent employees to come for
interview so that best suitable candidate can be select for growth and expansion of enterprise
(Liao, 2017). Leader and manager need to have effective technology management skills so that
they can easily use new technology and guide other employees to use them for getting better
result. It can be acquired by leaders by analysing recent trend and development in technology
that can be used to delivered services to customers.
Diverse team management skill: There are large number of employees within organisation with
different skill, capabilities and knowledge that need to be effective managed and coordinated for
achievement of specific objectives. Manager and leaders have special talent that helps them to
managed individual that have different taste and preference to work as team so that best services
can be render to number of customers (Trigeorgis and Reuer, 2017). It helps in motivating
diverse individual to work as team rather than individual so that company can achieve its specific
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goals and enhance its profitability. By using different leadership approaches and understand
view, idea of various individual that work in firm can helps in development of diverse team
management skills.
Transparency: It is another specific skills that need that will be required in future management
and leadership skill so that particular objectives can be attained. In recent trends most of the
employees likes to work with enterprise whose leader and manager promoted transparent and
open communication (Liao, 2017). Both manager and leaders of Marriott hotel through making
extra efforts to enhance transparency in order to retain employee’s loyalty and satisfaction for
growth of enterprise. It also helps in building strong relationship and effective coordination of
different individual toward common goals.
Result-only work focus: Leaders and manager of Marriott by distributed roles and
responsibilities that need to be performed by each individual within organisation on the basis
outcome that they want to get form particular employees. Specific target can be set by team
leaders that need to be achieved by employees thus it contribute in effective or optimum
utilisation of individual capabilities and skill (Weeks, Ardèvol-Abreu and Gil de Zúñiga, 2017).
Therefore it can be stated that future management of Marriott hotel will more focused on
particular target that it need to be achieved so that firm can retain its market positioning.
Out-centric leadership principles: Most of the employees like to work in enterprise that
follows ethical values, moral principle and provide equal opportunities to each individual to
share their idea or make effective utilisation of their respective capabilities and skill.
Management of Marriott have planned to set standard, ethical code that need to be followed by
various employees so that no one can be discriminated on the basis of caste, religion and genders
(Chaffey, Hemphill and Edmundson-Bird, 2019). Leaders have also decided to followed ethical
practice and always be honest to its employees that helps in better understanding and
establishment of relationship between leaders and individual that are performing work in
organisation.
Emotional Intelligence: Some of the organisations are not able to retained highly skilled and
talented employees within firm because manager and leaders not have capacity to control their
feeling as well as other individual (Jaques and et.al., 2017). Both leaders and manager of
Marriott by understanding emotion, preference and culture of diverse individual that are working
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in organisation so that they can be easily coordinated to work as team rather. Emotional
intelligence skills help in better satisfaction of employee’s requirements and effective
achievement of goals.
LO4
P7 Comparison and contrast between service industry organisational change management and
leadership in implementing changes
Changes refer to modification or alternation in products and services of company so that it
can grow and sustain its business for longer period of time. Companies make various changes in
its operation, organisational structure and products and services so that more and more customers
can be motivated to make purchased so it can grow in competitive market condition (Han, 2016).
There are various types of organisational changes such as:
Organisational wide change: It is large scale change that impact each employees and operation
of whole company that is restructuring of leadership or use of new technologies or addition of
new policies and procedure.
Transformation change: It refers to change in various strategies of company due to change in
external environment so that needs of customers can be meet on continuous basis.
Personnel Change: These types of changes are made by organisation at time of hyper growth
which might cause shift in employee’s retention and engagement within firm. Company is
planning to grow higher, recruit more and more individual so that task can be completed and
overall objectives can be achieved (Punt and et.al.,2016).
Unplanned changes: There are certain changes that are not planned by organisation such as
change in technology, customers preference and government policies of country that impact
overall performance and productivity of organisation.
Remedial changes: These types of change are implemented by company at time of addressing
remedial or poor performance of employees or firm so that it can retain its customers and profit
margin in particular industry.
Lewin change management model: It is most common change management model that is used
by manager of Marriott to accept different changes of organisation. Therefore several strategies
that are used by leaders and manager of Marriot are
Unfreeze: In this stage employees of Marriot are resisting to accept use of new technologies to
delivered customers qualitative services for better satisfaction of their requirements. Managers
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have decided to arrange training and development program so that employees can gain
confidence to use new and innovative technologies to meet customers’ requirements (Jacobson,
and et.al., 2020). On the hand leaders have explained employees while the change is necessary
and they way it can be effectively managed.
Change: All individual of organisation have get training and specific guideline, support from
leaders of Marriott to accept changes or use of new techniques to cater needs of various
individual. Better communication and effective leadership styles of leaders have helped in
motivating employees to accept new changes that will contributed in effective growth and
success of enterprise.
Refreeze: It is last stage where employees started to use tradition and old method to provide
services to customers so manager of Marriott by continuously evaluating performance of each
individual have ensured that they does not use old method to deliver services to end users
(Trigeorgis and Reuer, 2017). Leaders continuously motivated them to accept and retain new
technologies till more amendment or change are not brought in it for better satisfaction of
customers requirements.
Marriot have planned to innovates its technology that operates in hospitality industry to
retain its customers and profit margin, market share. It is comparison between management and
leadership styles used in different organisations of services industry such as Marriott and
Travelodge. Therefore various approached that is used by leader and manager of different
services industry are as follows:
Situation approaches: Leader of Marriot have used situation approaches in order to make
change in its leadership styles as per working environment, preference and needs of each
individual (Chang, 2016). Thus, situation approached have contributed in better influence of
individual of Marriott to accept changes for achievement of goals.
Inspiration approaches: On the other hand other leaders of Travelodge have planned to use
inspiration approached in order to motivated and inspired each individual to work hard for
growth and success of enterprise. Thus, it can be stated that it helps in better satisfaction of
employee’s needs and requirements and overall growth of firm.
Task oriented approaches: It is another approached that is used by one manager of Marriot to
manage technological changes in order to grow and survive in market. It have manage
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technological changes by distributing task and activities that need to be followed by each
individual so that company can get competitive advantages.
Relationship oriented approaches: It is used by another manager in Travelodge in order to
make improvement in services have planned to use relationship oriented approached that helps in
maintained and development of strong relationship between employees and management (Slack
and Brandon-Jones, 2018). Manager through satisfying social needs of individual have motivated
them to put extra efforts to improve various services.
CONCLUSION
It can be concluded that leaders guide and support employees by providing them necessary
information about task that need to be performed by each individual thus it motivated them to put
their best for growth and success of enterprise. It can also be stated that various approached are
used by leaders and manager of different service industry in order to manage changes for
effective growth and sustainability of organisation in competitive market condition.
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REFERENCES
Books and Journals
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performance: The role of identification, engagement and proactive
personality. International Journal of Hospitality Management, 77. pp.64-75.
Chaffey, D., Hemphill, T. and Edmundson-Bird, D., 2019. Digital business and e-commerce
management. Pearson UK.
Chang, J. F., 2016. Business process management systems: strategy and implementation. CRC
Press.
Dong, Y. and et.al., 2017. Managing consensus based on leadership in opinion
dynamics. Information Sciences, 397. pp.187-205.
Einarsen, S., Aasland, M. S. and Skogstad, A., 2016. The nature and outcomes of destructive
leadership behavior in organizations. Risky business: Psychological, physical and
financial costs of high risk behavior in organizations, 323.
Jacobson, G. P and et.al., 2020. Balance function assessment and management. plural publishing.
Jaques, E., and et.al., 2017. Requisite organization: A total system for effective managerial
organization and managerial leadership for the 21st century. Routledge.
Liao, C., 2017. Leadership in virtual teams: A multilevel perspective. Human Resource
Management Review, 27(4). pp.648-659.
Punt, A. E and et.al.,2016. Management strategy evaluation: best practices. Fish and
Fisheries, 17(2). pp.303-334.
Sahu, S., Pathardikar, A. and Kumar, A., 2018. Transformational leadership and
turnover. Leadership & Organization Development Journal.
Slack, N. and Brandon-Jones, A., 2018. Operations and process management: principles and
practice for strategic impact. Pearson UK.
Trigeorgis, L. and Reuer, J. J., 2017. Real options theory in strategic management. Strategic
Management Journal, 38(1). pp.42-63.
Weeks, B.E., Ardèvol-Abreu, A. and Gil de Zúñiga, H., 2017. Online influence? Social media
use, opinion leadership, and political persuasion. International Journal of Public
Opinion Research, 29(2). pp.214-239.
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