Management Style At Marriott Hotel Commerce Essay

charge Style At Marriott Hotel Commerce EssayContingency concern is the some prevalent of on the whole counselling concepts for the simple movement that it reserves the necessary tract adequate to(p)ness to beat strategies which pertain to for each wholeness individual organisation. Adopting a flexible solicitude style all(prenominal)(prenominal)ows an organisation to be to a greater extent adapt fit to changes in two the micro ( privileged) and macro ( out-of-door) milieus.Leicester Marriott has adopted a form of contingency wariness which revolves nearly the human being similitudes climax, whereby past studies book shown that true(predicate) vari equal to(p)s atomic number 18 instrumental to employee mirth. Marriott gives trem finisous grandness to its affiliates, as they in conclusion argon the reason wherefore the brand has been successful for so m two years. Associate opinions be exceedingly determined by go againsts of management, so they arg on a skinny deal compulsory to attend brainstorming sessions where key issues ar reasoned. Such involvement should fill mode for improved harvest-feastivity and efficiency, as having an scuttlebutt in the decisions taken in whizs plane section is underlying to happiness at utilisation, which whitethorn in addition take for a positive effect on different aspects of associate life. Members of management know that to maximize lucrativeness, employees must be awarded a take of responsibility deep down the organisation, and near importantly, be respected and treated as implicit in(p) segments of the organisation.The five-star voluptuous Hotel excelsior (GHE) in Malta is non owned or run by any hotel chain, but is privately owned by a British family. It started operations approximately four years ago, and has since travel to become one of the take up hotels on the island, troubling the alikes of Hilton, Westin and Le Meridien which master the prodigality acc ommodation Market in Malta. The excelsior is affiliated with the Iprefer group, which offers offer members many benefits much(prenominal) as special discounts and offers for Iprefer hotels with with(predicate)out the world.At the Excelsior, divisions among upper management and their subordinates atomic number 18 generally noniceable, a trait which is redolent(p) of bureaucratic management. However, utmost respect and gratitude is shown to employees when tasks argon carried out successfully, and the general omnibus often tautnesses the fact that the hotels success is owed to its employees.Unlike Marriotts tried and tested approach to management, the Excelsiors directors and charabancs had to devise a management style which fit the organisations requirements. In doing so, prep atomic number 18dness has been attached draw in pass priority and is carried out by in-house specialists, as considerably as by some of Maltas demanding consultation companies. Through person -to-person experience, soft management is real much present within the inhabit division as managers atomic number 18 aw ar that adopting hard management ordain not be beneficial. The employment of hard management may mould employees fear their superiors, to the extent that absenteeism may increase, and employees may seek job opportunities elsewhere. However, this does not mean that managers should not, when necessary, show authority. travail 2 Using an organisation where you take aim take a leaked evaluate the economic consumption and function of at to the lowest degree one manager. canvas and contrast the look ating style of your chosen organisation with one of the leaders in the case study.At the Grand Hotel Excelsior, Front component employees ar the first to interact with guests, and must accordingly project the hotels physique of luxury and proism by being nearly g stretch forthed, fountainhead mannered, professional, and hospitable. The lobbys classic dco r and solid lighting retard that guests feel welcome and relaxed, in particular subsequently hours of travel. Upon arrival, guests argon greeted and serveed by the porter, and atomic number 18 whence directed towards the face up desk where they be offered a complimentary welcome drink, after which the check-in process begins.The front state of affairs manager manages all front of house operations to ensure that guests are offered an Iprefer experience. The roles and functions pertaining to this position are vast and significant to the establishments success. The primary role of the front great power manager is to develop and retain professional relationships with guests and non-guests, with the study of having them return time and time again. However, he is aware that the however when substance to provide a broadloom guest experience is to ensure that his police squad is, first and foremost, treated respectfully.Front of house operations pertaining to the front st ain manager embroil but are not limited to reviewing the hotels room availability status and special guest requests, resolving guest complaints, reviewing note cards, participating in the daily head of department (HOD) coming upons, assisting his aggroup members at the front desk when it procures busy, and when necessary, greet VIP guests and ensure that their check-ins go as swimmingly as potential. He highly values his teams commentary and often sets up informal meetings to hash out any issues which they maintain faced or are facing, and asks for suggestions to mitigate much(prenominal)(prenominal)(prenominal) issues to ensure that the front office ope pass judgment as efficiently and effectively as possible. feat management and employee pauperism are near linked to leadership. The front office manager adapts positive leadership to his management style, which is crucial to ensure that employees adopt a positive attitude towards take to the woods and are not passi ve towards their duties. Performance management and motivation besides ensure that profit forecasts are reached, services are consistent, and the overall environment is positive. Ultimately, guests expect value for money, and must therefore be offered an experience which meets, or more appropriately, exceeds their expectations.Performance management at Leicester MarriottAssociate movement is fundamental to any organisations success. Potential associates at Leicester Marriott must undergo a tether day induction before commencing accomplishment, to discuss key areas ranging from an explanation of the companys organigram to stultification discrimination awareness. The techniques adopted range from lectures to audio-visual presentations in the form of corporate films. formerly management is satisfied with their performance, they are cross trained by their department managers. The case study stresses that the pace of development within the company is whole up to the individual, so they must learn how to manage themselves accordingly. This happens to be a key characteristic of the human relations approach. Once a month a meeting is set up between associates and their managers to discuss and agglomerate with any issues before they lead to any dec marchess in customer satisfaction and an former(a)wise(a)(prenominal) inconsistencies.By reducing module turnover, the type of the services rendered, the profitability obtained, and the ability of cater to render out within the organisation to higher positions forget be a split up more likely. In-house as sound as online programmes are offered to employees who wish to improve their skills and performance, whilst managers are trained at other Marriott establishments. This would allow managers to observe how different establishments undergo their daily business, and how although each Marriott hotel aims to provide a quality experience, each establishment has peculiar features which make them attractive, suc h as unique dcor, unique entertainment, or unique members of staff, for instance.Performance management at the Grand Hotel ExcelsiorOnline and session based courses are offered free of charge to members of staff on a monthly basis, whereby skills such as cultural appreciation and awareness, and numerous others can be enhanced. train is constantly offered to members of staff in-house, by hotel employees as well as professional consultation companies. Management believes that it is crucial for employees to induce the best instruction possible so as to be able to provide a seamless experience to guests and non-guests.Induction training is typically one day eagle-eyed for those opting to oeuvre at front office, and this takes place in a meeting room on the premises. Being such a fast paced sedulousness, most training occurs on the job. During the first few weeks of employment, employees at front office must log down their progress in a progress file, and take any necessary notes. Any issues which are encountered should be dealt with directly to avoid unessential errors in the future. After the fundamental factors of cross training bugger off been covered, employees must undergo a test whereby the skills obtained are examined. penury at Leicester MarriottMarriott believes that there are other means of motivation for staff other than receiving a salary at the end of the month. Employees should feel as though they are valued for their contributions to the organisations success. Staff is incentivised through numerous schemes such as discounts and exclusive offers when staying at Marriott becomingties. They may alternatively opt to receive vouchers for high end shops instead of making use of their Marriott stay. Although other motivators often overshadow on the job(p) conditions, conditions at work may indeed lead to de-motivation. To avoid this, management provides quality canteen services, easy access to supply, gigantic taxi benefits, as well as other canonical factors. some other motivators come in the form of team building exercises, where employees can get to know each other better and develop stronger professional relationships, as well as departmental outings, barbeques, dress parties, Oscar parties, employee of the month and special person awards ceremonies, as well as appreciation week.Motivation at the Grand Hotel ExcelsiorMotivation is a fundamental part of leadership, as all those who form part of a team must be rewarded in some guidance or another for their efforts. Maslows hierarchy of needs plays an integral part in ones performance at work. It states that for a person to live a fulfilling life there must be the necessary foundations in place. The satisfaction of the basic physiological requirements such as food and supply are required to be able to work our way towards self-fulfillment.It is graspable that organisations are unable to cater for all the factors listed in Maslows hierarchy be compositors case of mo netary and/or other limitations. At the Grand Hotel excelsior, employees are offered good quality canteen facilities for breakfast, lunch, tea time and dinner. The hotel also provides free accommodation for contradictory students operative at the hotel as well as for employees who work around the clock to prepare for abundant events. This is done to avoid employees having any unnecessary road accidents whilst driving home from work. A sense of safety is provided by constant 24 hour CCTV surveillance, as well as certificate officers, whilst a sense of belonging is evident in the group work that is required to successfully deal with every(prenominal)day situations.Management at the Excelsior rewards staff for their contributions to the success of the organisation mainly through special rates for themselves and close friends and family, a free weekend break at the end of each year for each employee and a partner, a good store of foreign wine for the member of staff with the highes t up selling s result, bonuses for every up sell which takes place, such us upgrading guests to a Sea mickle or Sea Front room from an inland view room, as well as certificates which are awarded to the best performing members of staff during the 39 (I Excel) Awards ceremony. Besides these, there are numerous other departmental activities and events which are organised throughout the year. Employees may also benefit from easy uniform access from 6 am till 630pm, taxi discounts, and other basic factors which staff need to be joyful in their workplace.trade union movement 3 Evaluate the leadership skills required to ensure effective management of the staff of the two organisations.The main aim of a manager is to maximise the output of an organisation and simultaneously maximise profitability. To do so however, it is more often than not required to have positive leadership skills when working in the services industry. Employees often seek the guidance or financial aid of their supe riors, and their ability to perform well may be hindered by the inability of their superiors to lead by setting the right example. Effective leadership is therefore fundamental for the management of the staff of the two organisations.Performance managementFor both(prenominal) organisations to remain competitive and successful, they must ensure that employees are given the best possible training. Although it is difficult to provide perfect services in an industry full of variables, perfection must be aimed for nonetheless. A measure of performance must be established to be able to analyse areas which have been improved as well as those which await improvement.To be able to improve performanceCurrent performance must be analysed and compared to a set target.Plans must be devised to be able to improve occurrent performance and bring it in line with targets.The devised plan must be implemented,The implemented plan must be assessed, andThe methods of measurement must be re-assessed an d re-formulated if it is required to do so.MotivationMaslows hierarchy of needs happens to be one of the most straightforward theories in psychological and motivational studies, which states that every human being has the basic requirements of food, drink and shelter, and it is only when these are satisfied that we are able to work towards self-fulfillment. Employees are motivated through the provision of certain elements from this hierarchy.Employees should be incentivised to adopt a more positive attitude towards their duties, as well as to improve their performance. They need to know that they are of value to the organisation, as working in the hospitality industry requires a lot of time, energy and patience. It also happens to be one of the lowest paying industries, notwithstanding the input that is required for operations to run smoothly is phenomenal. Employees would expect to be motivated in other ways other than just receiving a salary at the end of the month, as this is a very passing motivator. They need to feel valued and respected by their superiors and by others, something that the bleak front office manager at the Grand Hotel Excelsior is highly capable of. He offers that reassurance that he is there for everyone, and that everyone should approach him when they have any difficulties. Most importantly, he knows that to develop as a team and whip obstacles, he has to build a strong, reliable and trustworthy team.Ethical leadershipEthics is a branch of psychology which allows us to distinguish between, and substantiate the concepts of right and wrong. Leading by setting the right example is crucial for employees to feel secure at work. Unethical leadership can cause harm to employees on a psychological level, and this may spread to other aspects of their lives. Ethics is a complex subject and employees unfortunately face numerous difficult situations at the work place, where they may disagree with the actions of their superiors, but are often af raid to confront them because it may ultimately cost them their job.Action-centred leadershipTaking immediate action on issues which must be intercommunicate is important to ensure that professional relationships with employees are strengthened and not lost. Managing others requires a lot of patience and experience, and it is through positive leadership that much of it is possible. lav Adairs action-centred leadership model deals with three crucial responsibilities that managers should possess. Depending on the difficulty of the task, the managers input may not be required until after the task is carried out. On the other hand, the manager may have to manage a team, group, or individuals if the task at hand requires detailed planning and foresight. Below are the three processes of Johns Adairs conceptachieving the taskmanaging the team or groupmanaging individuals boffo leadership also relies on effective dialogue, counseling, stress management and extemporaneous psychological b undles.Communication and counsellingCommunication is important for the smooth trial of any organisation. It allows for the clarification of messages up and down as well as across an organigram. Communication may take virtually any form, ranging from oral to virtual discussions. Improved communicating go out allow for fewer hiccups in the services being rendered, meaning that guests will undoubtedly have a better experience. omnibuss often have to counsel team members with issues or difficulties that they are facing. These may range from discussing past performance to discussing difficulties that they are having in relation to their work or personal lives.Stress managementStress is very often work related, and this may result in relationship problems at home and at work, as well as health problems, if it is not appropriately administrated. The effects of stress differ from person to person, and some muckle may be more capable of dealing with stressful situations than others. spe ndthrift stress may reap havoc on a team, and may limit its ability to perform in line with targets. This is the reason why motivating employees is crucial to ensure that they develop a positive mindset on their duties at work, which would significantly decrease the perception that work and stress are correlated.Psychological contractThe psychological contract is an un written contract that is the basis of a professional relationship that exists between employees and their employers. An employer would expect to be respected by his team, and an employee may in turn expect good working conditions and respect from the employer. Even though the psychological contract is unwritten, it is the least that is expected by employees and employers at work, and this forms the foundation upon which professional relationships are build and strengthened.Task 4 Examine a team in which you have worked and write an account of the nature and behaviour of the groupA team is a group of battalion that works together to reach a common target or objective. This objective can only be achieved with the combined efforts of each team member as the human input required is often too much for one person to handle, specially when deadlines are involved.Working at the front desk requires constant team work. The long suit of a team depends on how well each team member understands their roles, and how well they know each others characters and working methods. It is a fact that no one works in the exact said(prenominal) way as we all have different personalities thinking patterns and methods of achieving the aforementioned(prenominal) objectives, and it is through such differences that we are able to provide a refreshing experience, one which is unique and special, yet professional.Although the team work required at front office is often not for unique(predicate) projects, such as for instance coming up with a new up-selling strategy, we unconsciously consider every slipperiness to be a project. The teams common objective is to ensure that all guests are satisfied with what they have purchased and that what we are providing them with meets, or exceeds their expectations.The people I work with at the front desk are undoubtedly important to me, and the way I work. They certainly ease the stress of having to deal with every guest on your own, but more importantly, you know that there is someone who is in the same position as you are, dealing with similar issues and problems. When I see that my colleagues are having difficulty dealing with a specific issue, I do not hesitate to assist them, and vice versa. The typical shift is eight hours long, so it is in everyones best amours to get to know each other well by communicating openly and sharing ideas and thoughts, with the aim of developing trustworthy and positive professional relationships.Bruce Tuckman (1965) developed four critical salutes for team development. These represents trace how teams are developed, and how issues are dealt with to reach a common objective. The first stage is forming, which deals with the actual getting together of group members. Once my skills developed through training at the Grand Hotel Excelsior, the responsibilities given to me increased, and I was therefore more capable of working as part of a team. The second stage is storming, whereby the team analyses its objectives, and clearly defines the responsibilities of each team member. When problems arise at work, we discuss all of the possible ways in which we can solve them. We then select the most effective and efficient solutions which are in line with hotel policy. The third stage is norming, whereby team members work conjunctively to reach their targets, mainly through the creation of guidelines and rules. As team members work together, they will develop stronger relationships and will therefore develop trust.Through work I was not only able to develop professional relationships with my colleagues, but I wa s also able to develop strong friendships. It is through such friendships that we are able to work successfully with one another. The final step is performing, whereby team members understand each other and their work, and their utmost concern is getting the job done. Working in a hotel is immensely fast-paced and there is little time to be wasted. The main objective of a front of house agent is ultimately to get the job done efficiently and professionally, in order to assist our next guests.Task 5 Discuss how the traits and characteristics of the individuals within this team settle their behaviour at workIndividuals who form part of the front office team have cheerful personalities, and their cheerfulness is visible in the way they work to ensure that guests are greeted and treated welcomingly. Guests enjoy meeting members of staff who are approachable, and they often stop by the front desk for a brisk chat. As a team, we know each others basic traits and characteristics well. T he true personalities of team members break free during break time, or after work, as working in a five star hotel requires one to behave in a certain manner.As a team, we know each others basic traits and characteristics well. The true personalities of team members break free during break time, or after work, as working in a five star hotel requires one to behave in a certain manner. Personal characteristics typically intromit visual aspects such as gender, race and age, social and cultural characteristics such as religion and sexual orientation, and psychological characteristics such as motivation and attitudes. It is through such personal characteristics that we develop particular beliefs or preferences, such as religious or political preferences, for instance. Delicate subjects may be openly discussed between team members because of the friendships that have develop over time. However, such delicate subjects are never discussed with guests as they may project a negative image o f the individual, as well as the organisation.The most crowing traits of individuals are said to be the big five personality traits, which include conscientiousness, agreeableness, neuroticism, openness and extroversion. My team mates undoubtedly possess a kind of these five traits, and numerous others. It is impossible for people to have the exact same character as others, as ones character is ultimately a product of their life experiences.Perception is an important subject when dealing with traits and characteristics. Individuals may make certain traits visible, such as agreeableness and conscientiousness, but are able to hide other traits which they feel should not be visible, such as neuroticism. It is normal to feel anxious when stressful situations arise, and the level of anxiety which is undergo by an individual depends on what their threshold for anxiety tolerance is. In such a case, a guest may perceive the member of staff to be calm and composed, when he/she is in fact tactile property anxious.Task 6 Compare and contrast the structure of Leicester Marriott with an organisation where you have worked/have researched.To be able to deal with all the processes required to influence a hospitality establishment such as a large capacity hotel, company directors and managers must employ specialised teams to ensure that all work is done efficiently and effectively, with the highest precision, and where possible, the lowest cost. As the Leicester Marriott Hotel and the Grand Hotel Excelsior are both relatively large establishments they require formal structures with specific roles and responsibilities. Every manager is responsible for a particular department and team. This in theory should allow for greater efficiency as the work is shared out amongst those who are most experienced in their respective fields.The Grand Hotel Excelsiors usable structure is similar to that of Marriott, as they both have a ecumenical Manager, department managers, superviso rs, and Employees. As the Grand Hotel Excelsior has 427 rooms, and the Leicester Marriott has approximately half as many, the GHE should in theory have more positions and therefore more employees. The continue of control that each manager possesses varies depending on department. For instance, the front office manager at the GHE is responsible for the front office team as well as the housekeeping department, which happen to be the largest departments within the hotel. On the other hand, the accounts department is one of the smallest, employing a few specialised individuals. The organigram below gives a detailed breakdown of the different roles at the Grand Hotel Excelsior.An official Marriott PDF account found at www.docstoc.com states that the organisation believes strongly in the benefits associated with departmentalisation and unity of command, whereby only one person reports to one manager. In this case it must be the supervisors who report to their department managers. Below is an example of what the Marriott organigram may look like in its simplest form. As is clearly evident, the main structures of both organisations are clean similar. One of the major differences however is that the Excelsior has many more facilities and amenities than the Marriott hotel, and would require larger departments to ensure that all operations run smoothly, particularly during peak season.General ManagerDepartment ManagerDepartment ManagerDepartment ManagerAssociatesAssociatesAssociatesSupervisorSupervisorSupervisorMicrosoft Word (2003)Task 7 Describe the finish of the organisation at the Leicester Marriott Hotel and explain how it impacts on the success of the businessThe Leicester Marriott promotes a strong brand identity, one which guests have grown to love and trust. A loyal guest would expect the level of service at the Marriott Marquis in Times Square to be of as high a standard as the Leicester Marriott hotel as both establishments have the same high expectations from their staff, and both hotels share the same core values and objectives.Members of staff at Leicester Marriott are all considered to be associates, a term which the organisation believes adds further purpose to their roles. Marriot currently places 82nd on CNNs top 100 list of best companies to work at for the year 2010, a claim which has remained true for many years. However, the recruitment process does not bulge out to be simple. Only those people who fit the organisations mindset are legal to join as management believes that it is not easy to teach people how to develop the right attitude which is required to progress within the organisation. This appears to be a characteristic of a relatively closed organisation, and may as a result give it a more prestigious image in the job markets.The organisations culture is successful because it allows associates to develop trust, collaborate, and be creative. The culture is reinforced through numerous activities such as Staff barbe ques, department outings, parties and other activities which allow them to get to know each other better, develop relationships, and ultimately, provide better quality services to guests. They are also given the opportunity to share ideas during the weekly departmental discussions, where the weeks most challenging moments are discussed, and feed patronise is exchanged.The organisations core values are the main driving forces behind its culture, as stated in the corporate information section of the Marriott website. Its culture influences the way it treats associates, loyal clients, and the community, which it strongly supports. Motivation is certainly a major part of the hotels culture as management knows that the only way to make guests happy is to ensure that associates are equally happy.Task 8 Discuss the discourse channels of the firm in the case study and explain the importance of effective parleys within organisations.Communication skills are crucial within any organisation . The inability to communicate effectively will result in a negative guest experience and will eventually lead to some form of negative publicity. The organisations team building exercises may make way for improved communication between members of staff as well as departments. Guests tend to vent their anger on websites such as Trip Advisor when their holidays or business trips do not go as planned as a result of inefficient communication. The rescue of any product, be it a good or a service, requires proper communication skills, particularly if the organisations in question wish to retain customers.Leicester Marriott knows that communication is crucial, and it therefore gives extreme importance to all communication channels. Verbal communication is the main source of communication during departmental meetings which are held once a month, whilst once a quarter members from all departments are gathered to discuss hotel performance and receive organisation updates and recognition awa rds. Daily shift meetings are also organised amongst HODs to discuss important events, and interdepartmental meetings are held every week to discuss the weeks challenges. Such communication allows employees to effectively tackle internal issues and, when possible, conjure up immediate solutions.One of the main corridors in the back of the hotel is purely dedicated to communication between associates, where one can uncovering staff notice boards containing written information about internal and external job vacancies, social activities, special hotel offers, health and safety procedures, employee of the month information, and numerous others. Such information must be visible and easily friendly to all associates, as well as regularly updated to keep the interest alive. Associate newsletters are published and distributed to all staff on a weekly basis to ensure that they are updated with the latest hotel issues. During break time, events and other activities, associates are free to c hat and catch up on work and non-work related gossip, which is important to ones happiness.Hospitality organisations utilize almost every communication channel. Written methods of communication may take the form of reports which are written up by management for hotel directors, letters which are sent by personnel from the accounting department to banks, emails which are sent by employees at the reservations office to potential guests, and notices which are put up on the staff notice board in the main staff corridor. Spoken methods such as face to face encounters are constantly experie