Elizabeth Ujunwa Chuks
ICON College of Technology and Management
BTEC level 5 in Hospitality Management
Table of Contents
Management style at Hilton hotel UK 4
Leadership characteristics 5
Communication process at Hilton hotel UK 6
Organizational culture at Hilton hotel UK 7
Personal management skills 8
Leading and motivating a team 10
Career development plan 12
Reference list 14
The Hilton hotel has been in existence for over 90 years and itoffers quality services to its customers including catering,accommodation, conference organization and tourist handling. HiltonHotel UK is one of the numerous Hilton hotels across 90 countries inthe world. Hilton hotel UK mainly focuses on the needs of the clients(Dun & Bradstreet, 2010). It is the role of the management toensure that the clients are satisfied. The majority of the clientscomprise of the travelers and tourists to the UK. The management andthe leadership approach in the company is that which focuses onsatisfying the client and providing quality services. It is essentialalso to note that the Hotel’s management ensures that the guestsare treated with dignity and that clients are not discriminated basedon their gender, nationality or race. Every client at Hilton hotel UKis treated equally with respect and dignity (Peter, 2012). There arenumerous people from across the world who visit the United Kingdomevery year. This implies that these tourists require hotel roomswhere they can stay during their visits. Hilton hotel UK has becomeone of the best hotels in the UK where tourists from across the worldadmire to stay.
The essence and the main point of this paper is to find out themanagement style that the hotel applies. The paper also seeks tocompare and contrast the management style at Hilton hotel UK withother hotels in the industry. It is essential to state that thecommunication process within an organization is essential indetermining the management style of the organization. As aconsequence, this paper will seek to address the communicationprocess at the hospitality organization. Considering that the authorof this paper looks forward to joining the hospitality organizationas an intern, it is essential to look at the organization culture ofthe Hilton hotel UK. The paper will also discuss the managementskills of the author and the various strategies that the author mayuse to motivate the other employees while at the organization.Lastly, the paper will address the personal and the management skillsof the author with regard to a management position in the Hiltonhotel in the UK.
Managementstyle at Hilton hotel UK
Hilton hotel UK applies the democratic management style where thepresident or the chief executive officer does not make decisions onhis own, but he involves the rest of the management team. It isevident from research that the manager of the Hotel involves someemployees in the decision making process. However, it is essential tonote that the manager has the ultimate power to make decisionsaffecting the running of the organization. Research at the hotelindicated that it is extremely vital to ensure that the chiefexecutive officer has such powers since they ensure that theemployees have a source of power and direction. The chief executiveofficer can make vital decisions affecting the organization. It wasalso evident that the hotel applies the delegative form ofmanagement. The senior managers devolve their functions to the juniormanagers who work on their behalf (Dun & Bradstreet, 2010). Thisis an extremely vital approach to management since it ensures that inthe absence of the CEO, the business will still run smoothly. Thisdemocratic management style at Hilton hotel UK is also known as thepermissive style of management. Employees are given the autonomy tomake decisions regarding their work.
This is contrary to numerous business in the hospitality industrywhere the managers have the ultimate power and always makes decisionsregarding the business. Research has indicated that many managers inthe hospitality industry use the autocratic style of management wherethe manager makes all the decisions and imposes them on others.Hospitality industries such as hotels and restaurants delegate dutiesto the various departments such as the human resource department orthe procurement department. The managers of the various departmentsare expected to make decisions affecting their departments (NihonShinbunsha 2008). The success of any organization depends largely onthe management style. Involving the employees in the running of theorganization is extremely vital. The success that the Hilton hotel inthe UK has registered can be attributed to the democratic managementstyle that the leadership applies.
The managers at the hotel have certain characteristics that makethem unique from other known managers in the hospitality industry.One of the primary characteristics was the availability of theleaders. The manager of the hotel was quick to mention that he isaccessible anytime throughout the week. In other words, it isabundantly clear that the manager values communication andaccessibility. This is a way of ensuring that when there is an issue,it is addressed quickly. It was also evident that the senior managerswere interactive and they interact and talk with all the employees(Newton, 2007). The senior managers lead from the front. In otherwords, the senior managers are hardworking and the employees emulatethem. Honesty was another admirable character that most of the seniormanagers at the hotel possessed. This is a vital character since itensures that the managers are can address obstacles rather thanavoiding them. Lastly, the senior managers at the hotel depicted thecharacter of flexibility. This is an essential character since itensures that managers can handle problems from different perspectives(Newton, 2007). This ensures that various problems are handledefficiently.
Communication process at Hiltonhotel UK
The communication process at the hotel one of transparency andefficiency. Communication trickles down from the senior managers tothe branch managers and later to the employees. However, it was clearthat the employees could be communicate freely with the seniormanagers. This form of communication process ensured that theemployees got relevant information on time and were assured of theirproblems being resolved in a timely manner. Communication at thehotel is aimed at connecting the senior managers with the employeesand the other members (Simpson, 2006). Considering that this isservice industry, communication with the customers and the employeesis essential. It was noted that the senior management is extremelyconcerned with the aspect of communication. It is the culture of theorganization to ensure that there is free flow of communication.Transparency within the organization was noted to be one of the keyelements of the management team (Frolick, M & Ariyachandra 2006).
It is also vital to state that the management used modern technologyto enhance communication. The hotel management uses emails, mobilephones and social media to relay communication either to employees orto stakeholders. However, vital and relevant information affectingthe operations of the organization emanates from the seniormanagement, to the departmental managers and later to the employees.Internal communication within the hotel is extremely vital and itensures the smooth flow of events (Shaw & Ivens, 2005). The flowof information within the organization is continuous. It is alsouseful to state that at Hilton hotel employees can communicate freelywith the senior managers. When an employee has a problem which he orshe wants to be addressed, he communicates with the immediatedepartment supervisor or manager and then the department managercommunicates with the next manager in the rank. This communicationprocess ensures that the senior management can handle issueseffectively. It is however useful to note that the employees cancommunicate with senior management directly if they feel that theyare not ready to disclose their issues to the immediate managers.
Organizational culture at Hiltonhotel UK
The hotel’s organizational culture is that which offers clientssatisfaction and quality services. Hilton is one of the leadinghotels in the hospitality industry and it ensures that customers whocome to the hotel from all over the world are treated with respectand dignity. It is also the culture of the organization to providequality services to the clients (Scanlon, N. L. (2013). In otherwords, the clients of the organization are at the heart of theorganization. In order to sustain the free flow of clients into thehotel, it is essential to ensure that the clients are offered qualityservices. In service industry, the royalty of the clients depends onthe services they are offered. It is paramount to offer them qualityservices (Simpson, 2006).
Another notable organizational culture at the hotel is therecognition and respect for all employees regardless of their level.The senior management recognizes and rewards the well performingemployees (Davidson, 2011). This is aimed at motivating the employeesand ensuring that they perform optimally. The hotel ensures thatthere are appraisals for all employees. The hotels senior managementhas put in place a reward system that is has been extremely useful inmotivating employees. Employees are respected and recognizedirrespective of their skin color, nationality or gender (Derdak etal., 2010). The culture of the organization is the one thatencourages mutual respect amongst all the employees. The managementencourages honesty and transparency within the organization(Financial Times Limited 2005). Employees at the hotel are encouragedto be professional and to ensure that they handle clients with thehighest level of professionalism.
There are a number of changes going on at the Hilton hotel UK. Oneof the notable changes is the expansion of the hotel which mainlyfocuses on increasing the number of rooms. This will ensure that thehotel can handle more travelers and find sufficient space for them.This will mean that the hotel will have more employees and themanagement will be under pressure to handle numerous visitors and tocontinue offering the same quality services (David, 2008). Trainingof employees, orientation and induction will all be vital in theprocess of change. It is evident that the hotel industry has becomeextremely competitive in the United Kingdom and this calls forprudent management to ensure that Hilton hotel remains as one of thebest and the hotel preferred by travelers from across the world(Murphy & Clevelen 2010).
Personal management skills
It is useful to state that for anyone to be a successful manager,there are various skills that one must have which will qualify him asa manager (Spangengerg 2007). It is essential for one to assess hisor her own management skills. By knowing ones management skills, itwould help one to assess which areas need improvement and which areashe or she is performing well. One of the best strategies of assessingthe management skills is through the use of strengths, weaknesses,opportunities and threats. This is a perfect method of finding outwhat management skills one has and which he need to learn or developin the course of his or management role. I used this strategy toassess my management skills performance.
There are a number of strengths that I found out to have with regardto management. Being a source of motivation to my employees is one ofthe greatest strengths or skill that I possess as a manager. I havethe ability to motivate employees under me to perform optimally andto bring about productivity. Motivating employees is mainly donethrough reward systems, being in the frontline, addressing employees’concerns quickly and offering promotions on the basis of merit. It isalso essential to engage employees in decision making processes toensure that they work towards the achievement of goals that they arepart of. Another management skill which is a strength that is possessis effective communication. Every successful manager will openlyconfirm that communication within an organization or even within adepartment is the most useful driver of productivity. I always ensurethat employees are given vital information on time and when they havequeries, they are answered quickly.
Planning and making decisions are other essential management skillsthat I possess (Hayes & Miller 2011). These are strengths sincethey ensure successful and prudent management of the employees. Iensure that I plan my activities ahead of time and allocate all thenecessary requirements before time. As a manager, it is critical tohave decision making skills. There are instances where the managerwill be called in to make vial decisions affecting the organization.As a manager, I possess the skill of making decisions even when theyare against the wish of some people within the organization.
The major weakness that I have as a manager is that am a workaholicand this may pose a challenge to the employees. It is evident thatemployees follow the steps their managers and it may be difficult forthe employees to emulate my workaholic nature. This also makes meview others on a bad note regarding their work and performance.Additionally, I normally get emotional when employees fail to delivertheir goals. This may affect my relationship with some employees whomight be non-performers. However, it is essential to note that Icontinuously work towards enhancing my weaknesses. There are a numberof opportunities that are available to me as a manager. Going back toschool and studying additional management strategies and acquiringmore skills is one of the opportunities that I have as a manager.Additionally, using the available technology to enhance employeemanagement and communication is another opportunity that I have as amanager.
Lastly, there are a few threats that face me as a manager. Thedevelopment of young managers with fresh skills from colleges maypose as a threat. This is the same kind of threat that is posed byexperienced managers who might be preferred by the organization dueto their experience. Largely, the threat of competition from otherexperienced managers is the main threat.
Leading and motivating a team
As a management trainee at Hilton hotel UK, there are variousstrategies I would use to motivate my team and to ensure that weachieve the set goals. The position of a management trainee iscritical in my career especial in such a reputable hospitality hotelin the world. My good performance would ensure that I have futurecareer opportunities in reputable organizations or even in the sameorganization as a manager. It is therefore essential for me to ensurethat I motivate my team and ensure that they are achieving the setgoals. One of the strategies I plan to use in my position as amanagement trainees is have the team work together and encourageteamwork. I will ensure that the team works together and approach andor solve challenges together.
Problem solving a management trainee is another strategy that I willuse to motivate my employees (Kusluvan, 2003). It is essential toensure that the team’s issues are addressed in a timely manner.This would encourage the team members and ensure that they performoptimally. It is also critical also management trainee to serve as anexample to the employees. I will do this through hard work andcommitment to my work. It is not possible for a manager to report towork late and expect the team members to report early. As amanagement trainee, I must show commitment and dedication so that theteam members can follow the example. Additionally, the issue ofconflict resolution affects the morale of employees to a very greatextent. It is therefore essential to ensure that conflicts, which areextremely common are solved as quickly as possible and that normalworkflow is restored.
Communication is key for every manager be it a permanent employee ora trainee. It is essential to have an open communication process withthe team members (De Marchi, N., & Goodwin, 2009). I wouldencourage members to communicate with me as their leader over anyissue affecting their performance. I would always ensure that theirissues are addressed by the relevant authority. Achievement of theset goals and objectives will depend largely on how employees’needs are met.
There are a times when a manager requires to make drastic decisionsto ensure that goals are met. One of the decisions I would make as amanager to ensure that objectives are met is to make the team I leadto own the objectives. This would be done by ensuring that I engageand involve my team in deciding what goals we set. Failure to achievethe set goals would prompt me to assign tasks to any person in theteam who is competent to ensure that the goals are met. I would alsomake the decision to have employees work overtime and be compensatedin order to meet the set goals. It is also critical as a manager todivide duties to individual team members. These individual teammembers will be required to deliver on their promises and henceachieve the set goals. Making such decisions may be not in the bestinterest of all the team members, but it would definitely ensure thatthe set goals are met.
Career development plan
For me to advance to management position at Hilton hotel UK, thereare various career development milestones I must achieve. Mymanagerial and personal skills will be essential in the developmentof my career. My skill of effective communication in management willbe essential in ensuring that my career at the organization growexponentially. Additionally, my ability to plan activities ahead oftime will ensure that my career grows exponentially in theorganization. Another aspect that is extremely important isdelegation. It is clear that there is no single person who can workalone or perform all the tasks alone. It is therefore essential todelegate some duties to other junior managers in the organization.This is one key skill that I hold and which will be essential in mycareer development.
Employers seeks managers who are able to solve problems easily andmake decisions in the right way. As a consequence, it is essentialfor me to apply my excellent skills in management of decision makingand problem solving. As a manager, it is clear that one will be facedby numerous challenges and situations that will require one to makedecisions and or to solve a problem. It is therefore essential tohave excellent problem solving skills and decision making skills.Challenges may range from solving conflicts to making difficultdecisions affecting the operations of the organization (Hunderson,2008). When a manager solves various problems, it is easy for such todevelop through the various steps and achieve the highest level ofmanagement.
There are various persona skills that I have that are essential inthe progress in my career development. My personal aspect of honestyis essential for my career development. This is an extremely vitalaspect in management. A manager requires to have extreme honesty withall the stakeholders including employees, other managers and theclients. A manager is the reflection of the organization and ittherefore requires to have the best picture in order to attractnumerous travelers. Commitment and hard work will be essentialpersonal traits that will lead to the growth of my career as amanager in the particular organization.
There will be various career and personal needs essential for mycareer development as a manager at Hilton Hotel UK. It is essentialfor me to extend and enhance my skills through various seminars andeducation studies. I will enhance my education and acquire moreskills and traits that will be essential for my career development.The current status of management is largely influenced by technologyadvancements (Pizam, 2010). This is the trend which is expected tochange in the near future. In future, managers will require to studyand to have more skills in technology in order to ensure that theyare up to date and are in a position to handle management challengesthat come up every day.
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