Leadership

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Your Name LMSI Dr. Fayez Shriedeh

Summary

1.0 Introduction

Introduce the chosen organization and History

· Products and Services

· Organization Chart

· Introduction to Crisis Management

2.0 Methodology

3.0 Research Findings

3.1 Different Classical Management Theories  
3.1.1 Classical Management Theory

· Explanation of the theory

· Key principles of the theory

· The effect of the theory

· The effect of the theory if you apply it on your chosen organization

https://www.villanovau.com/resources/leadership/classical-management-theory/

3.1.2 Scientific Management Theory

· Explanation of the theory

· Key principles of the theory

· The effect of the theory

· The effect of the theory if you apply it on your chosen organization

https://www.managementstudyhq.com/taylor-principles-of-scientific-management.html

3.1.3 Administrative Theory

· Explanation of the theory

· Key principles of the theory

· The effect of the theory

· The effect of the theory if you apply it on your chosen organization

https://www.toolshero.com/management/five-functions-of-management/

3.2 The Role of the Leader and Different Leadership Styles

- The role of the leaders

https://www.forbes.com/sites/williamarruda/2016/11/15/9-differences-between-being-a-leader-and-a-manager/?sh=55d57aea4609#412031084609.

https://er.educause.edu/blogs/2016/3/managers-and-leaders-are-they-the-same-or-different

https://www.managementstudyguide.com/role_of_a_leader.htm

· Leadership styles

Four most used leadership styles: https://www.managementstudyguide.com/leadership-styles.htm

Emotional leadership styles : http://changingminds.org/disciplines/leadership/styles/six_emotional_styles.htm

3.2.1 Crisis Management Leadership Styles

Based on the data analysis or table 2.2, write the most frequently used leadership styles and explain them.

3.3 Revision of Management and Leadership Styles

3.3.1 Leadership Styles

There are numerous styles of leadership and management that can be adopted by the organization of the service industry for attaining its objectives and goals in an appropriate and effective manner. In the context of Sheraton hotel, it can adopt the following style of leadership and management.

3.3.1 Participative leadership and management style

In this style, a leader tends to encourage his workers to make their participation within the process of decision making in order to make the utilization of their knowledge as well as skills for the development of effective strategies. In Sheraton hotel, the leaders will be able to make strategies to enhance the customers’ leisure experience by involving the employees at lower and mid-level. As the employees will add their experiences into the process of decision making for the development of strategies, it will enable the leaders and managers at a higher level to develop effective strategies by considering the factors suggested by the employees.

3.3.2 Laissez faire style

Employee performance is one of the central focal points a number of organizations embark on, bearing in mind that when the degree of employee performance is higher, productivity is ensued. Laissez faire style of leadership will allow hotel employees to engage in decision-making; It will enable for the provision of appropriate tools and other resources for employees; and the employees will be facilitated to solve day-to-day problems on their own. This style will lead to improved employee innovation, cooperation, interest, self-direction, and accumulation of knowledge.

3.3.3 Democratic leadership style

Sheraton follow the Democratic leadership style. The core values and culture is concerned with Sheraton’s people. The CEO believes that people are the main asset of any successful company. He states, “Treat your employees the way you would like to be treated- provide them every avenue to success. Leadership styles, which are people-oriented mainly, focus on organizing and managing your team members. This leads to effective and creative teamwork (pallavi07culc, 2015).

However, it is observed in the tourism and hospitality studies that the use of certain leadership styles is widespread such as autocratic, democratic, laissez-faire, and charismatic (Al-Ababneh, 2013).

In addition, Sheraton hotel has the hierarchy structure and relies on specialization of each units as emphasized by classical management theory.

3.3.2 Management Styles

Management styles are termed as a manner with the help of which manager accomplish their roles responsibilities and duties and manage the functions of subordinates in best effective manner. Mentioned below there are some certain form of management style that are undertaken by managers of Sheraton:

3.3.2.1 Participative style

Participatory form of management style allow managers to engage employees in the process of decision making as to further ensure growth and development of Organization in long run. This style is being undertaken by manager of Sheraton in order to effectively increase motivation level among employees and for the influence, them to accomplish corporate goals in best effective manner.

3.3.2.2 Consultative style

According to consultative style, managers undertake opinions and views of subordinate but the power of decision making are hold by themselves only. In relation with Sheraton with the help of this form of Management styles managers’ increase loyalty from their workers towards organization. It further develops formative sense of empowerment within workforce. This effectively led towards lower down errors and mistakes. In addition with this by undertaking viewpoint of employees before decision making managers effectively increase organizational workforce that increases company profitability.

3.4 Analysis of Management and Leadership Styles

- Explain types of Organizational structure

https://creately.com/blog/diagrams/types-of-organizational-charts/

· Explain types of handy model of culture

https://www.managementstudyguide.com/charles-handy-model.htm

· Explain types of deal and Kennedy model of organizational culture

https://www.mindtools.com/pages/article/newSTR_86.htm

As per the culture and organizational structure of the Sheraton hotel, the styles of leadership and management which are involved in the Sheraton are Democratic and Laissez Fair. The Sheraton involves the functional hierarchical structure and the culture of effective communication because the leaders and managers at the top level of the hierarchy do involve employees at a lower or middle level while making a decision in regards to the development of the strategies. Additionally, as the culture of the Sheraton does tend to promote communication within each of the department and level of the hierarchy, the flow of information within the hotel is strong.

Also, the hotel use a mix of different cultures. For example, the sales person enjoy the work hard and play hard. The hotel also use the role culture because the staff have clearly delegate authorities within a hotel structure.

There is a mutual interaction between the organization and the leader. As the leader affects the organizational culture, the organizational culture affects the leader. When considered in this context, the interaction between the leader and the culture may be compared to the two sides of a coin, and we may conclude that one factor can not be understood if other doesn’t exist (Visvanathan, Muthuveloo, & Ping, 2018).

The Sheraton hotel applies a decentralized and democratic leadership style in the management. They have a culture that does hard work get more payment in returns. The employees who are showing more effort in Sheraton hotel can receive more payment than the average worker. The management team and leaders of the hotel decentralized the power therefore employees get sufficient freedom to their assigned job and take decisions in their respective departments. The management authority has an adjustment with the culture and supports the leadership style of the Sheraton hotel.

The hotel practices democratic leadership and distributes the power according to the organizational hierarchy, therefore, all the employees can work without any fare and they contribute in the decision making and planning process which increase the employees’ motivation and cultivate good relation among the parties. Customers of this hotel can get premium service from the employees.

3.5 Evaluation of Current Management and Leadership Style

3.5.1 The Advantages and Disadvantages of Leadership and Management Styles

https://plopdo.com/2018/12/19/different-types-of-leadership-and-their-advantages-and-disadvantages/

3.5.2 The Advantages and Disadvantages of Management Theories

https://careers.gazprom-mt.com/blog/management-theories-explained/

In Sheraton hotel, currently, the styles of the leaders and managers at the top level are democratic and Laissez Fair. This style will enable the managers and leaders of the firm to avoid negative consequences in the forthcoming by making the involvement of employees in decision making. In addition to this, as there is a communication among the employees at different levels of the hierarchy, the leader or managers at the top level of the hierarchy are required to ensure that flow of information is effective within the firm by ensuring that the employees at all the levels are transferring the information effectively for making its logistics and delivery services efficient.

For example, Sheraton culture creates the preconditions for successful hospitality management. Best practices in Sheraton for creating a productive corporate culture include fostering the "C's" -- communication, coaching, collegiality, cooperation and compromise. These encourage employees to be creative, focused and committed. In addition, management theorists are increasingly paying attention to ways in which the Sheraton can use new media as a form of quality control. Either assign PR staff or hire a specialized firm to monitor mentions of your business in social media and on review sites. Use feedback from these sites to pinpoint quality-control issues.

3.6 The Internal and External Factors that Influence Management Styles and Structures

In the organizations of the service industry, there are numerous external as well as internal factors that tend to influence the structure and style of the management as a result of which, the working of the workers indirectly and directly affects the overall profitability as well as productivity of the firm. In the case of Sheraton hotel, the major internal factor and external factor are explained by Vanessa (2017) as below which affect the firm’s management structure and style:

3.6.1 Internal Factors

1. Complex business demands and alignment

All sectors are consistently transforming and growing and one can see that is mainly driven by high advancement and technology in the hotel sector. Customers’ needs and tastes for hotels along with travel sector are consistently transforming and consumer satisfaction is constantly evolving. The needs of customers that are important for new and consistent innovative methodology of technology in five-star hotels so that they can connect with one another as well as develop a desirable amount of experience as a whole.

The infrastructure these days of five-star hotel is completely different from the way it was in past. Thus, large hotels have a number of different presidents who is an expert in one phase, for instance one might have the technology as well as another of finance.

2. Complex financial and investment management

Finance-based plan initiate with sale forecast and is used to set up the revenue with the budget. The finance manager function as reality agent to make sure sale prediction are accomplished and realistic. Many organizations utilize prior year revenue and cost as a supervision for the present year. But flexible and zero-based budgets are highly popular. Finance managers are accountable to manage department leaders for accomplishing revenue targets as well as control expense. Every month, the finance executive has consolidated accounting data as well as update the budgets.

3. Internal relationships, organizational structures and culture

The concept of culture is way less about focused on policy and more about different people, mainly in the service focused hospitality business. To develop the culture that one want, it is crucial to define the mission along with values. The significant second stage is finding people which are highly committed to such approaches and the concept of service culture.

4. Innovation

The process of innovation is normally taking place to provide highly improved product and services to the consumer and organization business gain. Innovation is the new methods of performing the normal things or distinct or better mix of the production determinants. To gain consumers and develop the business, five-star hotels are doing R&D functions to introduce innovation.

5. Multicultural and international workforce

Recruiting best candidate: gaining attention of talent from the broad range of people present will have an influence on company not just in terms of quality of the work environment.

Positive company culture: while managing in a successful manner, cultural diversity can ensure that workforce complete potential can be realized and this way resulting in workforce feeling highly valued, encouraged and developed.

Retain talent: companies that can manage their diversity efficiently can improve the overall rate of retention for diverse groups of people thanking to a positive organizational level culture that making workforce way reluctant to actually leave, therefore decreasing cost of absenteeism.

Flexibility work: the overall nature of hospitality business actually mean flexibility is completely ignored because of long opening season and hours.

Improving consumer service: via efficiently management of diversity company may improve the consumer service in long run.

6. Employee engagement and commitment

Efficient and ideal workforce engagement programs contributing to rise in commitments, motivating, innovation and morale. Thus, the final improvement on performance and profit level of a company and it can assist all the companies to construct the workforce engagement among employees.

7. Employee motivation

As the employees of the firm are considered to be its backbone, similarly, for the hotel firms, its employees are of significant importance as they derive the business of the firm. The firm is required to make its employees motivated in order to enable them to work with their full potential for meeting the goals of the firm by providing complete assistance. However, the number of employees and the nature of their tasks tend to suggest the appropriate management style and structure of the firm.

8. Leadership

it is the key issue that influences the management style. Employees want more freedom and power to their respective field.it is the nature of employees. Sheraton hotel practice democratic leadership style which helps to retain the employees and also increase the employees’ current skills.

9. Employees

Employees are the most important component of every company. As a result, they have such a significant influence on how an organization operates. It has been shown that the staff of Sheraton has a direct impact on management style. For instance, if hotel management is unable to define goals and strategies, the business will suffer negative consequences. As a result, it is critical for Hotel Management to adopt the most successful management style possible, taking into account staff behavior and actions.

10. Capital

It is a critical component of every corporation that has a substantial influence on how they carry out their functions. This manager is in charge of devising a workforce strategy after assessing financial availability inside the company. This enables them to assess the precise amount of funding necessary for the operations that must be carried out by personnel. Four seasons of management style London is chosen after assessing the accessibility of finances. This is critical since a shortage of funds necessitates a reactive leadership style that allows for the most efficient use of resources.

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3.6.2 External Factors

1. Managing diverse talent, stakeholders and customers

Because of immensely service orientation nature of the sector lately, strategy significance has been placed on making sure that workforce with right skills and knowledge are efficiently hired and widely retained. As a result, actions like modernization of tourism training structure, highly versatile working methodology, flexible working time and leveraging of present workforces’ skills and competencies are main key to this success of the industry. It is against different construct that the research attempts to test the level to which talent management strategy adopting in the sector contributing to organization efficiency.

2. Globalization and promoting global capabilities

The process of globalization of hotel industry has further accelerated under the immense pressure of advances in technology, transportation as well as communication and the deregulation of the sector and the eliminating of political barriers. Moreover, global economic growth and the developing competition in an international economy. Environmental scan can be defined as the system methodology utilized by a company to supervise and anticipate those forces that are external to as well as not under the direct control of the company or its sector.

3. Digital and innovative disruption

Customer access to data related to prices, destination options, the possibility of alternate style of accommodation and share experience with an international audience has become more and more fluid and many conventional players.

At the same time, hotel will once court travel manager and retaining strong control on the relationships with the consumers and other shareholders, a new kind of breed of internet based travel agents also called as OTA along with digital impacts have has a rising strong bearing on customer decision along with views of peers and many other travelers sharing the expectation.

4. Mobile and intuitive interface developments creating a personalized service economy

Applications like Apple’s Siri initiated providing voice focused help to the mobile consumer to a level that it has become almost a principle now. Products like Alexa and Amazon Echo have also mixed the race of developing a rich, delightful consumer experience utilizing the power of machine-based AI software.

From the time, artificial intelligent structure has further crept as part of hotel industry, the hospital industry is popular with artificial intelligent ability to understand about consumer utilizing its data focused analyses platform that assist hotel staff developing a better or ideal frame of consumers. Using of complete potential of artificial intelligence software, they can get a lot of data or information about consumer purchases, travel options, journey itinerary along with patterns, and hotel based inquiries.

5. Political

The factors of government and politics tend to affect the business of every firm in a significant way. In the case of Sheraton hotel, when there will be any changes made by the policies by the Jordan’s government, the company will be required to make changes within its management styles and structure accordingly.

6. Technological up-gradation

It has been determined that with the passage of the time, there is a continual advance in productivity. It introduces a new and distinct type of offering to the Marketplace. This aspect has a major impact on the choice of a successful managerial style. In this four-season London must incorporate technological advances, which requires managers to adjust their working practices in accordance with the technology in order to obtain adequate support from their employees while guaranteeing the organization's long-term viability.

7. Customers:

Customers act as a Market King as they have power to influence organizational growth. For this four season London management style is decided after undertaking expectation and needs of consumers in order to satisfy them as per according to the current trend. This will allow organization to ensure long-term profitability along with loyal customer base.

The strength of Sheraton in regards to its employees is that the employees of the firm are highly engaged with the overall goals and objectives of the firm and are also highly motivated assisting the firm to attain higher profitability. However, the weakness of the employees of Sheraton Hotel if they without carefully trained and have negative attitudes to their task will be an enormous challenge for the company to address and if they do not work in collaboration and also, the communication among them is very poor, which negatively affects the timely transfer of information from one department to another and from one level of hierarchy to another.

The benefits of managing human resources in terms of increasing productivity, efficiency and effectiveness therefore, hospitality leaders should support, train and develop their personnel, increasing job satisfaction and genuine interest to do a good job or order to achieve results with every efficiency and effectiveness. But this is limited to lack of top management support, inadequate information, and inadequate training programs (Chand, 2014).

The strength of Sheraton in regards to the governmental policies and politics is that when the policies of government regarding tax are in the favor of the business, it positively affects the profitability of the firm. Whereas the weakness of governmental policies and politics is that when the policies of tax are not in the favor of business, it affects the firm’s profitability negatively.

The strength of Sheraton in regards to customers is that it tends to enjoy a broad base of customers and its customers are loyal with it. On the other hand, the weakness associated with customers is that they switch their loyalty when they find the same services at cheaper rates (Poister, 2010). If the customers have a negative experience or even an experience that falls short of their expectations, it can result in lost sales, negative reviews, and the inability to nurture long term relationships with your customers and Vis versa. For example, customer experience is limited to leadership style, when your team is not engaged and only putting in minimal effort, the quality of your customer service will suffer. Oppositely, inspired people create great customer experiences.

The strength of Sheraton in regards to innovation is that the reputation is high and adding value to existing products/services. On the other hand, the weakness associated with high cost and no guarantee on ROI. The benefits of innovation is reflected on profits, market share, and customer satisfaction but also limited to a fear of failure and risk associated (Fisher, 2018).

The strength of the hotel is a strong financial ability which helps the organization to execute its plans and invest money for employees’ development. A strong financial position can help the hotel to compete in the market. The Sheraton hotel can arrange several employees' training programs and hire more qualified employees by using their resources. They also can solve any problems when they face problems.

Cultural diversity is the problem of the Sheraton hotel. The customers of this hotel belong in a different culture, therefore, they demand several food and accommodation facilities which create a problem for the hotel. After analyzing the internal and external factors we get this weakness for the Sheraton hotel.

In a nutshell, the internal environment of the company's mission statement, organizational culture, and style of leadership are factors typically associated with the internal environment of an organization. As such, it is the internal environment that will influence organizational activities, decisions, and employee behavior and attitudes. Changes in the leadership style, the organization's mission, or culture can have a considerable impact on the organization.

The external environment of the company's customers, competition, the economy, technology, political and social conditions, and resources are common external factors that influence the management styles and structures of an organization. Even though the external environment occurs outside of an organization, it can have a significant influence on its current operations, growth, and long-term sustainability. Ignoring external forces can be a detrimental mistake for managers to make. As such, it is imperative that managers continually monitor and adapt to the external environment, working to make proactive changes earlier on rather than having to take a reactive approach, which can lead to a vastly different outcome.

Based on those resources, the organization can create and deliver value to the customer. This value is fundamental to defining the organization’s purpose, and the premise on which it seeks to be profitable.

Reference list

Al-Ababneh, M., 2013. Leadership style of managers in five-star hotels and its relationship with employees job satisfaction. International Journal of Management & Business Studies3(2), pp.93-98.

Chand, 2014. Leadership development: A review and Agenda for future research.

pallavi07culc (2015). Most Effective Leadership & Management Styles & Approaches. [online] Available at: https://pallavi07culc.wordpress.com/2015/06/08/most-effective-leadership-management-styles-approaches/.

Vanessa (2017). What Are Internal & External Environmental Factors That Affect Business. [online] Mageplaza. Available at: https://www.mageplaza.com/blog/what-are-internal-external-environmental-factors-that-affect-business.html.

Visvanathan, P., Muthuveloo, R. and Ping, T.A., 2018. The impact of leadership styles and organizational culture on job satisfaction of employees in Malaysian manufacturing industry. Global Business and Management Research10(1), pp.247-265.