Sustainability in Hospitality Management: A Comprehensive Analysis

This report provides a comprehensive analysis of leadership and management within the hospitality industry, focusing on the context of the Hilton Hotel. It begins by outlining classical management theories, including administrative, scientific, and contingency approaches, and their relevance to the service sector. The report then explores the role of leaders and various leadership styles, such as democratic and strategic leadership. Furthermore, it reviews management and leadership styles within the service sector, emphasizing the importance of adapting to customer needs and ensuring smooth operations. Internal and external factors influencing management styles and organizational structure are examined, including employees, financial investments, company culture, stakeholders, and digital disruption. The report also highlights the hard and soft skills essential for management and leadership in the service sector, such as communication, delegation, critical thinking, and basic computer skills. Finally, it addresses the future management and leadership skills required in digitalization, emphasizing the need for tech management skills and soft skill assessment.

SUSTAINABILITY
HOSPITALITY
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................1
P1 Different types of classical management theories in the context of service industry.............1
P2 Role of a leader and its different leadership style..................................................................2
P3 review the management and leadership style.........................................................................2
LO 2.................................................................................................................................................3
P4. Internal and external factors that influence management styles and organizational structure
.....................................................................................................................................................3
LO 3.................................................................................................................................................4
P5 Management and leadership hard and soft skills within the service sector............................4
P6 Future management and leadership skills required in digitalization within service sector....5
LO4..................................................................................................................................................6
P7 Compare and contrast change management system within different service sectors in terms
of digitalization............................................................................................................................6

INTRODUCTION
Leadership and management in hospitality industry means the quality of leaders in the hospitality
industry are mostly similar to the managers of other company as they are having moral and
ethical courage and from this they set the examples to every one in the company. Hilton Hotel is
the American Multinational Hospitality and it is among the largest brands in the hotel
management industry, they are having more than 570 hotels in different location across the world
wide. The founder of Hotel Hilton is Conrad Hilton. This reports contains the different classical
management theories and the role of leaders in the service industry. This report also review the
different manager and leadership styles in the service sector industry.
LO 1
P1 Different types of classical management theories in the context of service industry.
Types of classical management theories are
Administrative
It is also known as the bureaucratic theory that is being seen in both the organization that
is public and private. This theory is being given by the Henri Fayol and they focused on the
operation of the organization on the hierarchy of positions.
Scientific
This theory is being given by the Frederick W. Taylor who is also know as the father of
scientific management. This theory emphasis on the better understanding in between the
employees and managers at the same time they also improves the efficiency among all the staff
of the company. By considering this aspect Taylor has given the four principles of management
and that are :
Do analyze the every task of the company and select the best method to do it.
Employees should be selected very careful so that they can perform their duties well.
Manager should be cooperative so that the workers can go in the right track.
Tasks and responsibilities should be divided among the workers and employees in the clear
manner so they are only answerable for their part (Brackett and Carr II, 2015).
This theory helps the Hilton in improving the productivity of the industry and every one can
perform their duty efficiently.
Contingency
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P2 Role of a leader and its different leadership style.
Leaders plays very important role in the organisation, as leaders of the Hilton have to fulfil
so many responsibilities that they have to get the work done from the other employees of the
company as they are in the service industry they also have to take care about the guest and also
concern for the goals. Leaders of Hilton need to motivate their employees and also influence
them with the communication skills they possess and they have inherent vision of company.
They influence the employees in a manner that will work effectively and also they have to
influence the employees to work efficiently and make sure that everything is going in right way.
At the same they have to influence in a way that they work as per the policies and maintain the
decorum of the hotel (Noone Enz and Glassmire, 2017).
Different leadership styles:
There are many types of leadership style that is being adopted by the Hilton Hotels are
Democratic Leadership
In this leaders of Hilton and their sub ordinates are involved in decision making leaders are
dependent on the subordinates as they also give their contribution in the organisation as it is
dealing in the service sector there is a need that the employees also handle the guests and other
necessary things but ultimately leaders hold the final responsibility. It is very necessary to the
leaders to communicate properly and in this style the communication is very good.
Strategic leadership style
Strategic leadership is the one in which the leader is involved or the head of the organisation.
Leaders of the Hilton hotel also sometimes adopts the style of strategic leaders as this style is
being geared to the wider audience who always wants the high performance from the team. Even
the leaders also try to fill the gap between the need for new possibility and the need for
practicality by making the particular sets of habits, they plays great role as a leader and that is
what expected by the company.
P3 review the management and leadership style.
In the service sector there is a need to cooperate with the management at the same and also have
to perform many duties in the hotel industry. As Hilton is one of the best hotels in this industry
needs to provide the many services that is being necessary to be in top among many competitors.
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This industry has to perform many duties such as handling the customers, queries and their
complaints at the same they have to ensure the compliances that is related to the health and
safety legislations and the licensing laws. In this big industries there are many departments that is
being managed by the ultimate leader.
In reviewing the management leaders must adopts his style to manage and ensure that everything
is being managed in the company. As they have to represent the guest they need to take care that
everything goes well and none of their customer were dissatisfied. Leaders must follow the style
that they can manage the things in smooth manner and also handle the clients and put all the
possible efforts that they make the stay comfortable. For this they need to manage with all the
other departments of the company that they also take care of their roles and responsibilities. As
in this sector there are many roles that the industries have to perform so there is a need to sort the
things in the arranged manner. So it is very necessary for the leaders to adopt the style to perform
their duties and also review the management by the time.
LO 2
P4. Internal and external factors that influence management styles and organizational structure
The business concept that looks perfect on paper can be imperfect in the real world. Sometimes
mistakes lie with the internal environment - company finance, personnel or equipment or
sometimes this is a corporate environment. By knowing how internal and external environmental
factors affect your business can help the business grow.
Internal factors
1. Employees and Managers
Employees are an integral part of Hilton's internal environment. Employees must work well,
whether they write code or sell products to foreigners. Managers must be able to work well with
lower-level employees and monitor other parts of the internal environment (Al-Aomar and
Hussainm, 2018). Even if everyone is capable and talented, politics and internal conflict can
destroy a good company.
2. Financial Investment Management
During inflation, Hilton's pay more for their resources and increase commodity prices to cover
higher costs. With a high interest rate, customers tend to lend money, and the company itself
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must pay more when borrowing. When unemployment is high, companies can be very selective
about who works, but the purchasing power of customers is low because fewer people work.
3. Company culture
Hilton's inner culture consists of the values, attitudes, and priorities that employees live. A tired
culture where every employee competes to create a different environment from a company where
cooperation are in the foreground. As a rule, the corporate culture runs from top to bottom and
employees get their values based on the type of person hired, take photos, and promote. This can
affect the organizational structure if the company culture is not good.
External factors
1. Stakeholders and Customers
For Hilton's employees, their customers and suppliers can be the most important person they
face. Stakeholders have a big impact on Hilton's costs and the influence of each stakeholders
depends on scarcity. Among other things, the strength of their customers depends on how hard
competition is to get their money and how good their services
2. Digital and innovative disruption
This is a method that is available to convert resources into products or services. Managers must
pay attention to the technological dimension. Investment solutions must be adapted to new
technologies. It can affect the decision-making process in management as the most of the
decision are taken through digital technology.
LO 3
P5 Management and leadership hard and soft skills within the service sector.
Soft skills of Managers and Leaders at Hilton Hotel
Communication – Leaders and managers are inspirational speaker or a brilliant word expert at
Hilton and able to communicate professionally and clearly with management, employees,
customers and other stakeholders. Good communication skills ensure their ideas are understood
and department can achieve its goals and priorities (Kimes, 2017). Management at Hilton have
professional communication skills which helped them to build strong relationship with the staff.
Delegation – Managers and leaders at Hilton were successful delegate towards their job. They
not only impossible to complete all tasks, but the inability to delegate tasks can also lead to
micro management and other problems in the department.
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Critical thinking – Hotel Hilton have effective managers that can assess situations, identify
potential and potential problems, and make decisions based on various variables and
perspectives. They have ability to think critically which becomes more important as business
speed increases, and managers face more complex decisions every day.
Networking - Most executives are expected to work in different departments and to coordinate
with others to implement plans and develop strategies. Hotel Hilton moved into a cross-
functional team environment where the ability of managers to build networks and build
relationships within organizations becomes more important.
Leadership - Leadership is another skill that managers at have Hilton. Some people might argue
that leadership is a difficult skill because there are several technical aspects to being a good
leader.
Hard skills of management and leadership Hotel Hilton
Basic computer skills
Not surprisingly, almost every type of work is closely related to computers. Examples of basic
computer literacy include the ability to work with Windows, Microsoft Word, Microsoft Excel,
Powerpoint, Outlook Express, Windows Shared Folders. Hotel Hilton managers are given
training on improving this skills so that they can retain those who are good in soft skills.
Data Analysis - Analyzing data is a common part of many tasks and responsibilities. Big Data is
the main resource for many large companies and data companies. Obviously, data analysis is one
of the most commonly used hard skills.
Planning Skills - These skills are closely related to many jobs and business fields, such as: Hotel
Hilton Marketing, project management, engineering, company analysis, sales, logistics,
construction and more are good. There are also a number of tools and techniques for good and
effective planning that manager and leader can learn.
P6 Future management and leadership skills required in digitalization within service sector
As the digital technology is increasing day by day and used by many organization. The managers
and leaders must acquire these skills to be the part of Hotel Hilton which are as follows:
Tech Management skills - No industry will remain immune to the effects of technology. There
is a sudden disruption of artificial intelligence and machine training in workplaces, technology is
increasingly in various service sectors (Artal-Tur and Kozak, 2015). Managers at Hotel Hilton
need to understand technology well so that they can take advantage of challenges and
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opportunities in data management, career development and skills, work roles and privacy in
future.
Soft Skill Assessment - Just as all employees need technical skills, soft skills are important
features of manager's feasibility so that they can assess them with future employees. This
requires skills such as listening, effective communication, positive attitude, acceptance of
feedback, and good time management. Managers must evaluate candidates for a combination of
critical thinking and creative problem solving as the speed of technological work increases.
Transparency - The digital world will lead to clearer and more urgent ways of communication.
As a result, managers need a higher level of transparency and communication. Today, managers
always care about protecting company privacy and maintaining information confidentiality. In a
world that is more likely to experience digital data leakage, managers need to develop a
transparency strategy that empowers employees to learn more about wages and work methods.
Emotional Intelligence - Over the next 8 to 10 years, emotional intelligence is expected to be a
more important part of business principles. Because of the high level of emotional intelligence,
employees are aware of their strengths and weaknesses. Managers not only need to have the right
soft skills assessment, but they also need to seek the help of mentors and colleagues to identify
emotionally intelligent individuals. People with higher EQ have greater empathy with their
customers and better understand their competitors' mentality.
LO4
P7 Compare and contrast change management system within different service sectors in terms of
digitalization
Change management system Hotel Hilton J.W. Marriot
Strategy Hilton adopted change
program which includes
development in management,
including specific initiatives in
areas such as basic behavioral
definitions, communication
strategies, training strategies
and approaches to using
analytical and measurement
Contribute to the development
and implementation of a
Change Management
Implementation Plan, based on
the change strategy
determined by Director to the
development and evolution of
change and communication
management documents,
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tools and methods which will
required in era of
digitalization.
including cases of change,
stakeholder analysis,
assessment of the impact of
changes, communication
strategies / plans, executive
action plans, training road
maps, etc.
Activities Involve key stakeholders to
develop change management
tools and templates for the
project team
Create or manage creations for
change management
strategies, communication
plans, training strategies, etc
(Wals and Dodds, 2017).
Coordinate with business
process managers, system
owners, and other stakeholders
Change Enablement Hotel Hilton stakeholder
analysis; impact assessment,
Measurement and analysis of
change, Stakeholder
communication and
involvement, Performance
training and support, and the
integration of organization,
culture and behavior.
At present, transformation
requires a new, J.W. Marriot
adopted fundamental approach
to program management that
supports speed, repetition, and
adaptability.
Conclusion
From the above report it has been summarized the different classical theories that are
administrative, scientific and contingency theory. This report elaborates the internal and external
factors which influence the management style and structure of the Hilton Hotels. This report also
elaborates the hard and soft skills importance for the mangers and leaders in the future with the
help of digital technology.
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REFERENCES
Books and Journals
Brackett, L. and Carr II, B.N., 2015. Sustainability marketing: US hotels vs. international hotel
chains. World Journal of Entrepreneurship, Management and Sustainable
Development. 11(1). pp.32-36.
Walsh, P.R. and Dodds, R., 2017. Measuring the choice of environmental sustainability
strategies in creating a competitive advantage. Business Strategy and the
Environment. 26(5). pp.672-687.
Artal-Tur, A. and Kozak, M. eds., 2015. Destination Competitiveness, the Environment and
Sustainability: Challenges and Cases. CABI Series in Tourism Management
Research (Vol. 2). CABI.
Kimes, S.E., 2017. The future of hotel revenue management.
Stylos, N. and Vassiliadis, C., 2015. Differences in sustainable management between four-and
five-star hotels regarding the perceptions of three-pillar sustainability. Journal of
Hospitality Marketing & Management, 24(8). pp.791-825.
Al-Aomar, R. and Hussain, M., 2018. An assessment of adopting lean techniques in the construct
of hotel supply chain. Tourism Management. 69. pp.553-565.
Noone, B.M., Enz, C.A. and Glassmire, J., 2017. Total hotel revenue management: A strategic
profit perspective.
Egresi, I. ed., 2016. Alternative tourism in Turkey: Role, potential development and
sustainability (Vol. 121). Springer.
Online
The Importance of Sustainability in the Hotel and Hospitality Industry. 2019. [online]. Available
through<https://deepplate.bauscherhepp.com/blog/sustainability-in-the-hotel-and-
hospitality-industry>
Corporate Social Responsibility in the Hospitality Sector. 2017. [online]. Available through.
<https://www.bu.edu/bhr/2017/01/27/hospitalitycsr/>
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