BTEC HIGHER NATIONAL DIPLOMA IN HOSPITALITY

MANAGEMENT

Assignment for
UNIT 2 : THE DEVELOPING MANAGER

Prepared for : Mr. Asif Sadiq (Lecturer)

Academy of Professional Studies.
London.
UK.

Prepared by : M. Nahid Nazmul Islam

ID No: 12173
Academy of Professional Studies.
London.
UK.
TABLES OF CONTAINS

INTRODUCTION

DEFINITIO OF LEADERSHIP

CHARACTESTICS OF LEADERSHIP

DIFFERENT STYLES OF LEADERSHIP

SIGNIFICANCE OF COMMUNICATION PROCESS

SKILLS AUDIT

PERSONAL SWOT ANALYSIS

ROLES A & RESPONSIBILITIE OF MANAGERS

NEEDS FOR MOTIVATION

PERSONAL & CAREER DEVELOPMENT

DEVELOPMENT PLAN

CONCLUSION

BIBLIOGRAPHY
 INTRODUCTION

“You manage things, you lead people”(Admiral Grace Murray Hopper), who
we called manager in an organization? The person who is able to reach the
organization’s goal by managing things effectively and efficiently. So all
managers have to be good leader. In the modern era managers are the very
important part of any organization and they played vital role for the company
because the management team is the key decision makers and the fate of the
company depends on them, specially in a service industry managers are too
much focused than any other industry, because they have the direct interaction
with the customers and need to make some instant outstanding decisions for
the betterment of the company. So all the managers need to posses every
component of a good leadership. They have to have strong voice, proper
education, strong personality, good communication skill, analysing power,
decision making quality, good character, skills and ability to influence others
and cope with the changes.
 DEFINITION OF LEADERSHIP

Leadership is a process by which a person influences others to accomplish an

objective and directs the organization in a way that makes it more consistent
and coherent. Leaders carry out this process by applying their leadership
attributes, such as beliefs, values, ethics, character, knowledge, and skill.
Modern definitions most often reject the idea that leadership revolves
around the leader's ability, behaviors, styles or charisma. Now-a-days, scholars
discuss the basic nature of leadership in terms of the "interaction" among the
people involved in the process: both leaders and followers. Thus, leadership is
not the work of a single person, rather it can be explained and defined as a
"collaborative endeavor" among group members. Therefore, the essence of
leadership is not the leader, but the relationship.

Situation
Leaders ß======à Followers
Communication

THE CHARACTERSTICS OF LEADERSHIP

To be a good leader someone needs to posses some quality inside him/her. Some
specials and the demonstrate of those quality makes a person different from other
and makes leader. Some essential characteristics of a leader are discussed below :

Proactive Vs Reactive:
The exceptional leader is always thinking three steps ahead. Working to master
his/her own environment with the goal of avoiding problems before they arise.

Flexible/Adaptable:
How does a person handle himself/herself in unexpected or uncomfortable
situations? An effective leader will adapt to new surroundings and situations,
doing his/her best to adjust.

A Good Communicator:
As a leader, one must listen a lot. Leader must be willing to work to understand
the needs and desires of others. A good leader asks many questions, considers all
options, and leads in the right direction.

Respectful:
Respect to other will ultimately earn respect.
Quiet Confidence:
Be sure of himself/herself with humble intentions.

Enthusiastic:
Excitement is transmittable. When a leader is motivated and excited about the
cause people will be more tending to follow.

Open-Minded:
Work to consider all options when making decisions. A strong leader will evaluate
the input from all interested parties and work for the betterment of the whole.

Resourceful:
A god leader will utilize all the available resources . If he/she don't know the
answer to something find out by asking questions. A leader must create access to
information.

Rewarding:
An exceptional leader will recognize the efforts of others and reinforce those
actions. All of us enjoy being recognized for our actions.

Well Educated:
Knowledge is power. Work to be well educated on community policies,
procedures, organizational norms, etc. Further, knowledge of issues and
information will only increase one’s success in leading others.

Open to Change:
A leader will take into account all points of view and will be willing to change a
policy, program, cultural tradition that is out-dated, or no longer beneficial to the
group as a whole.

Interested in Feedback:
How do people feel about your leadership skill set? How can you improve?
These are important questions that a leader needs to constantly ask the chapter.
View feedback as a gift to improve.

Evaluative:
Evaluation of events and programs is essential for an organization/group to
improve and progress. An exceptional leader will constantly evaluate and change
programs and policies that are not working.
Organized:
A leader always needs to be organized, must be prepared for meetings,
presentations, events and confident that people around him/her are prepared and
organized as well?

Consistent:
Confidence and respect cannot be attained without your leadership being
consistent. People must have confidence that their opinions and thoughts will be
heard and taken into consideration.

Delegator:
An exceptional leader realizes that he/she cannot accomplish everything on his
own. A leader will know the talents and interests of people around him/her, thus
delegating tasks accordingly.

Initiative:
A leader should work to be the motivator and an initiator. He/she must be a key
element in the planning and implementing new ideas, programs, policies, events,
etc.
All good leaders should posses all these qualities. And all the members of the
leadership group of this renowned multinational hotel must posses all of these
qualities and with change of time they will always update there selves, so that
they can face the challenge, can cope with the change and make some out standing
decisions for betterment of the company. So the team member should put there
selves into a continuous improvement process.

DIFFERENT STYLES OF LEADERSHIP AND THEIR

SIGNAFICANCE

There are four types of basic leadership styles :

1) Autocratic
2) Bureaucratic
3) Democratic and
4) Delegative.
 Autocratic Leadership style: This is the most classical approach for the
leadership. In this approach managers retain as much power and decision making
authority as possible and does not consult with the staff about any matter and the
staffs are expected to obey the orders without receiving any explanation. In this
approach employees are rewarded for doing good and punished for doing wrong.
This approach is criticized during the past 30 years because the leaders rely on
threats and punishment to influence staffs. There is no motivation in this
leadership concept which is not appreciated in the modern concept of leadership,
but there are some good things in this style also and some times this is the most
effective style to use. For example, when staffs do not respond to any other
leadership style, a manager’s power is challenged by staff, new untrained staff
don’t know what to do and which procedures to follow etc. This is the best fit for
the organization, where chain of commend is strictly maintained and the best
example can be Army. style

Bureaucratic Leadership: In this style everything is done according the rules or

policy. We can say this style a leadership by the book, leaders can’t apply any own
decision, if any thing does not covered by the book referred to the next level.
A police officer can be the best example of this style, he is not a leader but enforce
the rules. Best fit for the situation like where staff performing routine tasks over
and over. Where staff needed to understand certain standard or procedures. Where
safety and security training conducted. Under this style employees are not
motivated and they don’t want to go for a extra mile. Staff do only what is
expected and no more. Some times employees lose their interest in their job.

Democratic Leadership style: This style involves the leader including one or
more staffs in the decision making process, but the leader hold the final decision
making authority. This style is not a sign of weakness, rather a sign of strength
that your employees will respect.This is normally used when a leader is a part of
the information, and employees are the other parts. We need to remember that a
leader is not expected to know everything -- this is why we employ employees
with knowledge and skills. Using this style is of mutual benefit -- it allows them to
become part of the team and allows a leader to make better decisions.

Delegative Leadership style: In this style the leader allows the employees to make
decision. However the leader is still responsible for the decision that are made by the
followers. This style can only be used in a situation where staffs are well educated in
the relevant fields, are able to analyze the situation and determine what needs to be
done and how to do it. A leader can’t do everything but must set priorities and
delegate certain tasks. This is not a style to use so that a leader can blame others when
things go wrong, rather to be used when the leader have the full confidence and trust
to the followers. This style must be used wisely and don’t need to be afraid at the time
of use. This style is also called laissez fair.
A good leader uses all of these styles, depending on what forces are involved in the
followers, the leader and the situation. A certain style is not appropriate for all the
situation, if situation changes the leadership style must be change other it’s not
possible to handle the situation and achieve the organization goal.

Forces that influence the style to be used included:

1) How much time is available.

2) Are relationships based on respect and trust or on disrespect?
3) Who has the information - you, your employees, or both?
4) How well your employees are trained and how well you know the task.
5) Internal conflicts.
6) Stress levels.
7) Type of task. Is it structured, unstructured, complicated, or simple?
8) Laws or established procedures such as OSHA or training plans

Positive and Negative Approaches:

There is a difference in ways leaders approach their employee. Positive leaders use
rewards, such as education, independence, etc. to motivate employees. While negative
employees emphasize penalties. While the negative approach has a place in a leader's
repertoire of tools, it must be used carefully due to its high cost on the human spirit.
Negative leaders act domineering and superior with people. They believe the only
way to get things done is through penalties, such as loss of job, days off without pay,
reprimand employees in front of others, etc. They believe their authority is increased
by freighting everyone into higher lever of productivity. Yet what always happens
when this approach is used wrongly is that morale falls; which of course leads to
lower productivity.
Most leaders do not strictly use one or another, but are somewhere on a continuum
ranging from extremely positive to extremely negative. People who continuously
work out of the negative are bosses while those who primarily work out of the
positive are considered real leaders.
Two other approaches leaders use are;

Consideration: leaders are concerned about the human needs of their employees,
help them to solve their problem, build team work and provide psychological support.

Structure: leaders believe that they get result by keeping the employees busy and
urging them to produce.
There is evidence that leaders with consideration approach are the higher performer.
I believe that in a service industry the managers must use the consideration approach,
because it helps to reach near to the employees and helps the managers to motivate the
employees, which is the most important thing for this industry. Marriot is one of the
biggest chain in the hospitality industry and in Marriot there is theme statement which
is always followed by the managers is that “We care our associates, they care our
guests”. This statement says everything about the leadership style, it’s using approach,
the communication process inside the organization and the culture of the organization.
Mr. J W Marriott started his hospitality business only 80 years ago, and based on this
statement Marriott became world’s one of the renowned brand and also one of the
biggest chain.

SIGNIFICANCE OF COMMUNICATION PROCESS

To days world is called the world of information technology. Strong and sophisticated
Communication process is the key element for the personal and organizational
development. We all know what is communication process, so I am not going to
explain the process. I am going to explain why a strong and sophisticated
communication process is needed for the development of a organization. In an
organization there are different types of communication like :
1) Forman and informal
2) Internal and external
3) Upward, downward, horizontal and
4) Network.
These all types of communications are very important for the development of the
organization, because the main theme of the communication is to passing of
information, sharing of knowledge and idea in-order to make the better decision.
Always the managers or the leaders do not know every thing and it’s not possible for a
single human being to know every thing so they need information to make decision.
There are some organizations where there is not very easy communication process,
this type of organization is suffering now a days. But the leadership team of this
hospitality industry will introduce an essay communication process, like, everyday all
the department managers will brief their staff and discuss with them about the target
of the company, problems they are facing and ask the solution to over come them, by
this procedure many new ideas will come out, and after the meeting with the staffs all
the managers will do sit for a meeting to make the decision. They will communicate
with all the stake holders time to time and ask for some suggestion from them, sale
promotion by using all media like, electronic media, printed media, internet etc. the
company must use a central data base where everyday from the every branch of the
world wide all the data will be uploaded, so that not only this team but also any other
employee can access the data for the betterment of the company. A sophisticated
communication process allows to pass information upwards to downward and
downward to upwards quickly which is very important for an organization, specially
for the hospitality industry. So the leader ship team will create a positive and
sophisticated organizational culture to support this type of communication process.

SKILLS AUDIT

There are range of skills that are not only significant to learning in higher education
and academic achievement but also to our personal development and employability.
Skills audit is nothing but a test which has been designed to help us to identify our
strengths and weaknesses and areas for development with in various skills areas.
Every organization designed it in different ways according to their needs, but there are
some common areas like,
1) Communication skills (writing, spoken and reading)
2) Numerical test
3) Analytical test
4) Psychological test
5) General knowledge test
6) It knowledge test
7) Interpersonal skill test and
8) Some test for the relevant field.

In this test procedure there is a questionnaire and the candidate are asked to answer to
the questions within a given time period. After the test the answer sheet is assessed by
the concerned persons and marked, then a result is come out about the skills of the
candidate, it shows all the areas where the applicant is strong, weak and needs some
care etc. and more over is the candidate is fit for the relevant work.

PERSONAL SWOT ANALYSIS

SWOT Analysis is a powerful technique for identifying Strengths and Weaknesses,

and for examining the Opportunities and Threats we face.
Used in a personal context, it helps us develop our career in a way that takes best
advantage of our talents, abilities and opportunities.
What makes SWOT particularly powerful is that with a little thought, it can help us
uncover opportunities that we are well placed to take advantage of. And by
understanding our weaknesses, we can manage and eliminate or reduce threats that
would otherwise catch us unawares.
More than this, by looking at ourselves using the SWOT analysis we can distinguish
yourself from your peers, developing the specialized talent and abilities needed to
speed up our career.
How to use SWOT analysis:
Like skills audit in SWOT analysis there are some questions and we have to answer
them correctly,

Strengths:
What advantages do I have that other don’t have?
What do I do better than anyone else?
What personal resources do I have access to?
What do other people see as my strength?

Weaknesses:
What should I avoid?
What could I improve?
What things are the people around me see as weaknesses?

Opportunities:
What are the good opportunities facing me?
What are the interesting things I aware of?
Threats:
What obstruct do I face?
What are the people around me doing?
Is changing technology threatening my position?
Could any of my weaknesses seriously threatening me?

By answering this question the SWOT matrix helps us to focus on our strength,
minimize our weaknesses and take the greatest possible advantage of opportunities
available. So every one should use personal SWOT matrix in order to accelerate
his/her career. And it is obvious that all the members of the leadership team will do
personal SWOT analysis themselves.

ROLES AND RESPONSIBILITIES OF MANAGERS

Managers are responsible to supervise and take charge of the activities and
productivity of their workers. They play an important role in managing the
performance of their staff.
They are also involved in employee selection, career development, succession
planning and working out compensation and rewards. They are responsible for the
growth and increase in the organizations' finances and earnings. A manager makes
organizational decisions and handles a variety of problems that arise on a daily basis.
They have to identify the problems, create choices and alternative courses of actions.
The daily routine of making decisions include determining how to approach an
employee who is not performing or lacking progress and how to bring a changes to
the organization and its team. It involves thinking and planning out strategies on how
to improve quality and also being cost conscious and effective. Get Off The Fence! 10
+ 1 Steps to Help Them Make That Big Decision. Find valuable and practical advice
for making major personal decisions here. In order to achieve long term goals and
commit to strategies for substantial earnings, managers have to communicate the
mission, vision, goals and objective of the company to the subordinates. They must
break down and clarify the goals that each team or individual have to perform and
assign work schedules and strategies. Having goals and planning out the directions
allow for effective time management and saves cost and resources. Learn how to set
goals for unlimited personal and professional achievement. Helps yourself and in turn
help others. Guiding and giving directions. Manager’s role as the head of an
organization is to guide and give direction so that the team can perform effectively.
You offer on the job coaching, training and support. In order for individuals to meet
the needs and objectives, they may need extra input, information or skills.
The performance of the team depends on the managers abilities to empower all the
members of the team. How well a person performs depends on his motivation.
Managers one of the main tasks is to encourage and coach others to improve
themselves and the quality of their work. managers need to boost the desire of every
staff to excel and accept responsibility and self-management.
As a boss, managers have to have the ability to develop trust and confidence, resolve
problems and issues will result in a productive, goal oriented work group. managers
should encourage every team to ask for help, get involved and participate. Practice
empathy and respect their personal values, opinions and ideas. A manager as a middle
person in between the top management level and the team that reports to him, he has
to ensure that communication is smooth and conveyed clearly to avoid
misinterpretations and dissatisfaction. The Best Kept Secrets of Great Communicators
provides the theories, practical tools, strategies and exercises for you to become an
excellent communicator. Evaluating and analyzing. Managers need to have the
capacity to evaluate and examine a process or procedure and decide on the best choice
to produce an outcome. Managers look at the importance, quality and values and then
taking the best approach and also expected to track the progress of each individual's
activities and effectiveness, review them and offer feedback and counselling. Provide
satisfaction among the staff and the customers. Staffs are happy when they know that
their supervisors provide them with the necessary tools and resource. They feel secure
if the management puts priority on health; safety and cleanliness issues. Managers are
responsible to provide good quality of service or product to the customers and take
care of their needs.
Managers who set high standards or goals and achieve them are great leaders by
examples. The ability to tolerate stress and remain calm under job pressures and still
maintain a high activity and energy level are contagious.

NEEDS FOR MOTIVATION AND KNOWLEDGE SHARING

In the present era motivation is the best weapon for the management to handle
employees and to get the best outcomes from them. Motivation is the force or impulse
that encourages and pushes a person to take action. It can arise from external stimulus
or internally driven. We are inspired by possibility or necessity. We either do what we
should do, must do or think we can do. External motivation can come from a promise
of rewards, hearing a moving speech or encouragement from others. Good books,
songs, movies, autobiography can also stimulate. Fears and threatening situations can
trigger a persons responses. When you feel confident, in control and directed your
energy increases and you are motivated to make plans and take actions.
"The best motivation is self-motivation." Jim Rohn
"Everything you do is triggered by an emotion of either desire or fear." – Brian Tracy
The tools of motivation is almost same in every industry, but in service industry
managers needs to motivate their staffs more than other industry, because service
industry like hospitality industry, the business demands some extra care to it’s guests
and wants that every staff will put him/her self on the feet of the guests. Besides that
guests expect some extra care and value from the staffs. So all the staffs of this
industry need to be conscious about that, this the ultimate secret of this business. So
the management needs to motivate their employees by implementing many techniques
like, bonus, incentives, best employee award, promotion, appreciation, showing of
sympathy ect. so that the employees can go some extra miles beyond their task,
otherwise it’s not possible to do good in this business sector. There is a theme
statement in one of the world’s largest chain Marriott is that” we care our associates,
they care our guests”. I think this explains every thing about the needs of motivation
in this industry. And the management must share their knowledge with the
subordinates to increase their knowledge, to do things better and quickly and most of
all the goal of the organization. By doing this the staffs will get interest in their their
work will be effective.

PERSONAL SKILLS AND CAREER DEVELOPMENT

To be heard and seen within an organization, employees need to manage their impact
and personal effectiveness. In flatter organizations, power and effectiveness come
through personal impact, influence and an awareness of the policies of the
organization. Increasingly, people also need to be able to have influence across
organizations and be able to work collaboratively and in partnership with others.

We can undertake some personal coaching or tailor courses to meet our needs in areas
such as:

1) Influencing skills
2) Presenting with impact
3) Problem Solving
4) Getting things done
5) Examples work. and
6) Influencing skills

Influencing skills are core to any manager’s success. Someone has a strong reputation
for delivering bespoke programmers that really improve the way in which managers
get the results they need.

Someone will work with you to understand your context and then design a bespoke
program that meets your needs. A typical two day program will provide managers
with a clear framework for setting compelling outcomes, introduce them to a whole
new set of influencing strategies and increase awareness of their own style.

It’s made me reflect more on how we approach different scenarios so that we are
much more likely to tailor our approach to meet the other person’s needs. Before I’d
do what I felt most comfortable with rather than really thinking about what will work
best in a given situation. I feel more confident, thank you.

Presenting with impact

More and more, employees need to influence and present their ideas at work through
both written and oral presentations. We can deliver bespoke programs to meet a range
of needs in this area.
Problem Solving Skills

Good managers solve problems rather than fix them. We can give managers a range of
techniques for problem solving and involving their teams using real life examples to
plan actions back in the work place.

DEVELOPMENT PLAN
A career development plan is the tool which we can use to plot and record our career
development. If we work for a company with career development policies and
frameworks in place, we may already be provided with the template for a career
development plan; for example, if we are encouraged to keep a personal development
plan, or some other way of regularly keeping track of your motivation, achievements
and aspirations.

Again, there is no definitive list of things we should and shouldn’t include – it’s
whatever you feel will be useful in helping us to focus on where we are now, where
we’d like to get to, and how we’re going to get there. Our career development plan
will be a mixture of career-related documents and material that we have collected,
plus your own notes and analysis of our motivation, future aspirations, and generally
how we think and feel about our career. The general steps of the career development
are :
1) An up to date CV
2) Keeping of copies of job description
3) Gathering of evidence of our achievements
4) Start collecting of job ads that interests us
5) Think about what motivates and demotivates us
6) Set our selves short term, mid term and long term objectives

And when we are in the job two types of practice can also help us to develop our
career

Work shadowing/providing cover:

Variations on this type of development opportunity are work shadowing, where we are
following and observing rather than fully participating in a role. Also be on the
lookout for opportunities to develop our skills by offering to cover for colleagues who
are absent, on holiday, or on leave – for example “acting up” into the more senior role
of a colleague on maternity leave for a few months gives you an excellent chance to
perform at a higher level and learn on the job.

Coaching/mentoring:
Mentoring is a relationship with a more senior and experienced colleague (not
usually a line manager) who provides regular guidance, support and encouragement.
The mentor is something of a role model, and a rapport often develops between
mentor and follower. The benefits of mentoring for the follower can include
improved self-confidence, broadened experience, and increased motivation and
aspirations.
 CONCLUSION

The hospitality industry is the very sensitive industry, because the guests are paying
huge amount of money to get some extra service and care. And the main threat is the
silent guest, the guest who is unhappy with the service and leave hotel telling nothing
and never come back. So all the leader ship member of that small team will always
keep themselves up to date by collecting information and knowledge. By doing skills
audit and personal SWOT analysis they will always develop their leadership skills in
order to cope with modern business strategy and also with the changes. They will
always anticipates the needs of guests and must introduce all available technological
and other facilities. They must introduce the sophisticated communication process and
gives value to their staffs and their thoughts. They will show humanity to the staffs
and motivate them, share the ideas with them, will provide good trainings and help
every employee to think that if any one can do this he/she can do it better than that. I
think this all things will help their chain to be the best with in the hotel industry.
 BIBLIOGRAPHY

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Newyork, Mc Graw Hill.

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Social Psychology, April 1982, 116, pp 221-228.

5) Tannenbaum, R & Schmidt, W. How to chose a leadership pattern.

HarvardBusiness Review, May- June 1973, No, 73311.

6) Armstrong Management Processes and Functions, 1996, London CIPD ISBN

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