Evaluation Of Management Styles And Organizational Culture In Hospitality Organizations

Different management styles that are used in a hospitality organization

Introduction:

The aim of the study is to evaluate different management styles and the quality of a leader required to manage the employees and staffs in an organization. An effective management process should support the employees’ performance, development and success and needs to involve everyone in the major decision making process. Communication plays an important role in this process. The leader should be enthusiastic enough to identify and encourage improvement wherever needed. On the basis of the evaluation, certain recommendations will be made that shall help to improve managerial goals and objectives in an organization.

Second part of the report deals with the communication process and the culture within an organization. Organizational culture decides how the members in an organization interact with each other. Culture of a workplace also creates a healthy competition and thus there remain a better chance for the fellow workers to earn reward and recognition from the management. The two organizations that have been selected as the case study are JW Marriot, the luxury hotel and McDonald’s, the fast food chain restaurant. A detailed analysis of the communication method and the organization culture will be carried on in this part of the study.

1. Autocratic:The management style where the managers or the superiors do not take the ideas and suggestions of other subordinates into consideration is called autocratic management style (Cummings and Worley 2014).

1. Democratic:The style of working where the business decisions are discussed with the subordinates of the organization and then the best decision is utilized by the management is called the democratic means of leadership (Schoar and Zuo 2016).

1. Laissez-faire:The type of leadership where the presence of managers’ remains, but the employees is mainly responsible for taking major decisions and responsibilities is called the laissez-faire style of management (Goetsch and Davis 2014).

1. Paternalistic:The style of management where the leaders act as a parent and act as a dominating figure who treats the employees and other staffs or partners as a member of an extended family is called paternalistic style of management Welford 2016).

Example: If the management or the leadership style of McDonald’s is considered, it has to be said that the management takes every initiative to motivate employees. However, the leadership pattern that is followed in the organization is democratic style where the managers and other important sub-ordinates are asked to participate in major decisions related to organizational operations and activities.

As stated by Goetsch and Davis (2014), a manager should have to the major leadership qualities that shall help the employees and team to assemble in the organization that shall help in creating a successful business venture. Some of the major leadership qualities can be discussed as below:

1. Honesty and confidence:A leader should be honest and confident in his approach towards any organizational activity. The credibility of a leader increases when they are honest and liable towards the organization (Fransen et al. 2017). In addition to this, the leader should have the confidence in the decisions undertaken by them.
2. Trust and transparency:A credible leader is the one who has transparency towards his activities. It has to be understood that morale of a leader instils positive energy in an organization and creates trust among the employees (Ugaddan and Park 2017). It is when, the employees are able to trust on the leader, the workplace could be a better place to work for.
3. Problem solving ability:A leader is called so, because he has the ability to deal with various situations and have the ability to solve any issue or problem that might arise at any point of time. A leader should have vivid approach towards the any issue and should be present with variety of solutions. Problem solving ability makes a leader more appropriate to be designated at that position (Grossman and Hanlon 2014).
4. Flexibility and adaptability:It has to be understood that different problems require different approaches to deal with the situation (Beebe and Masterson 2014). The leader should have the capability of dealing with the situations and be flexible and adaptable enough to face the particular situation.
5. Empathy:The leader should be also responsible in creating a legitimate rapport with the staffs of the organization. This way, the members shall understand that the leader is empathetic to the issues and concerns of the employees (Ugaddan and Park 2017). This way, employees can gain confidence on the leader and they can share their respective vision with the leaders rather than fostering any negative feeling.

Example: The leadership approach of Tim cook can be regarded as one of the best examples of leader with all the good qualities. Cook has successfully taken over the responsibility of an organization like Apple. The present success of the organization can be easily given to Cook for his confidence, problem solving ability along with flexibility and adaptability to deal with various issues and situations (Grossman and Hanlon 2014).

Leaders like Conard Hilton, Cesar Ritz are all well known for their leadership quality and the success that they have brought to their respective hotels. In the recent time Ratan Tata, the leading Indian industrialist and successful businessman owns Taj Hotels. His ability and leadership quality has fetched him international recognition. Recently, Jennifer Hsieh has been given the credit for innovative changes at the Marriot International. These are the best leadership examples in the hotel industry.

In the view point of, a successful leader is the one who primarily motivate the employees and staffs in an organization to build something that is long lasting and effective for the organization. Some of the important and most effective means of motivating employees can be stated below:

1. Target setting and action plan:With my experience, I have understood that every action should be planned prior to its execution. In order to plan the execution of the activities to be carried on in the organization, it is required to plan the action and set the target (Ugaddan and Park 2017). Depending on the action plan, particular employees can be provided with their respective work responsibilities. In addition to this, a particular time frame should also be set when the particular task has to be completed.
2. Delegation of issues:The leader is responsible to deal with any situation and come up with a proper solution. The leader should be present at very moment whenever the employees need them (Finkelman 2015). As mentioned earlier, the leader should be present with various approaches towards any situation that might arise at any point of time. It is when powers and authorities are divided and shared among the sub ordinates, the work could be easily carried on without crossing the capacity of a single person. The extra load of work is divided and thus, the work becomes easy to handle.
3. Team building and team development:Leader is also responsible for building coercion among the members of the team. It has to be understood that when the employees work as a team, the result of the work is more fruitful (Finkelman 2015). Apart from team building, the responsibility of team development also falls under the responsibility of the leader (Beebe and Masterson 2014). The leader should be responsible for carrying out continuous communication among the members. The leader should encourage the members to help each other to achieve better organizational goals.
4. Motivating employees by both reward and recognition:The most vital role that the leader plays in an organization is motivating employees. Employees can be motivated by various means. One of the common means is by providing financial amenities to the employees (Shetty and Devaraj 2016). The employees can be given incentives and bonuses based on their performance towards the organization. However, sometime providing monetary compensation does not fall under the responsibility of the leaders and this, other motivating factors like encouraging employees or helping them to do their task and being present whenever the employees need them, act as motivation for the members (Ugaddan and Park 2017).

1. Decision making:Leaders should have the rigid power and ability to undertake decisions in the organization on the employees or the members of team. This is important because, I believe that there should be a person to whom people can approach and ask for better suggestion or recommendation regarding any task or issue (Finkelman 2015). A leader is the one who is best suitable for this approach. In order to improve the decision making ability, experience plays the most prominent role. However, one can read motivational stories and various case studies and gain knowledge from the same.
2. Planning and control:A particular task is expected to work properly if the planning and the execution are made properly. Thus, prior conducting any task, proper planning and the control measures should be taken (Shetty and Devaraj 2016). It can be recommended to plan the entire process according to the time and the availability of major resources. Communicating the plan to the participants is equally important along with the understanding of the outcome of the plan (Beebe and Masterson 2014).
3. Delegating issues:As already mentioned, leaders are only responsible to reach out a particular solution to any kind of issue faced by the members in an organization (Stephens et al. 2013). I believe that I would be a good leader because I have good sense of rationale and understanding. I believe that when there arise any issue, there will be solution to it. One just has to understand the situation and deal with the situation appropriately (Ugaddan and Park 2017). In this respect, I would like to recommend that better solution to a problem can be reached if the same issue is discussed with others.

Leadership characteristics of a manager in a hospitality organization

Conclusion:

A detailed analysis on the management styles that are followed in an organization have been done. It has been found that it depends on the activities of the organization to decide upon the type of leadership or management style that could be used.  Comparison of the various management styles and the major responsibilities of a leader have been highlighted in this part of the study.

a) Evaluation of communication process within 2 different businesses:

The different types of communication process are:

1. Verbal:The communication that is shared among two or more individuals by using speech. The communication depends on the tone and spoken words of the individuals communicating with each other (Garvey 2014).
2. Written communication:The means of communication that takes place by the means of written words between the individuals.
3. Non-verbal communication:The communication that is determined by behavior, for instance by the means of body language, gesture or any other style between the sender and the receiver of the message (Garvey 2014).
4. Formal communication:The type of communication that is extremely official and is generally carried out by the means of official documents like official documents or emails is called formal communication (McQuail and Windahl 2015).
5. Informal communication: The communication that do not follow a particular theme or pattern and takes place just for the sake of communicating ideas or opinions is called informal communication (McQuail and Windahl 2015).
6. Lines of communication:the route that connects the message between the sender and the receiver of the message is called the line of communication. A secure line of communication is indeed required to communicate properly (Beebe and Masterson 2014).

Organizational communication process is of two types:

1. Internal communication:The Communication process that takes place within an organization among the people of the organization is called internal communication. This internal communication can be either formal or non-formal (McQuail and Windahl 2015)l. Formal communication is conducted by the means of board room meetings, emails or even through phone calls; whereas, informal communication usually takes place face to face and in a less official manner.

Employees, staffs, managers, higher authorities and even the stakeholders of the organization are involved in the internal communication (Berson et al. 2015). The objective of this type of communication is to communicate the business objective among these stakeholders (Beebe and Masterson 2014). In addition to this, internal communication is done to communicate among the members about the regular business activity.

1. External communication:The means of communication that is carried on between the organization and the consumers as well as all the stakeholders of the organization outside the organization by using a number of tools is called external communication (Beebe and Masterson 2014). Various tools of external communication are press release, media announcement, by the means of advertisement and communicating using the social media platform.  The idea behind the external communication is to communicate with the consumers of the organization and inform them about any announcements or any other information that needs to be communicated (Berson et al. 2015).

Communication process in McDonald’s and JW Marriott:

Carrying out effective communication for a multinational organization like JW Marriot or McDonald’s is really challenging. However, the success of these organizations can be assumed due to the effective communication that takes place in these organizations (Berson et al. 2015). The types of communication and the methods have been mentioned above. Both the organizations carry out internal board meetings, conferences and even communication online for its internal communication. For the external communication, press meetings and communicating by publishing articles in newspaper and magazines are common (Jensen 2015). In addition to this, both the organizations also carry out public relation activities to reach out the consumers.

1. Intention of communication:If the communication process is compared between Marriott and McDonald’s, it has to be said that Marriott is not much reliable on advertisements but its value depends on its brand positioning and the service that it offers to the consumers.
2. Types of advertisements:The advertisements are generally found in magazines, newspapers. However, McDonald’s have been found to come up with different advertisements in different regions of operation. Television advertisements are common unlike Marriot. There is a difference in the standards of the advertisements between the two organizations.
3. Major target group of people:Marriot always focuses on the people with higher financial status because it is a luxury hotel brand; whereas the products of McDonald’s are meant for people of all sections and thus, the messages are inclined towards targeting every burger lovers.

Organizational culture is the shared values, beliefs and assumptions among the members of an organization. These overall shared values influence the people in the organization and dictate them how they work in the organization (Kramer 2014). The organizational culture also sometimes dictates the act, dressing and even the organizational outlook in front of the consumers of the organization. In the view point of, organizations are often found to come up with organizational changes depending on the situation where the organization operates. An analysis of the organizational culture of the selected businesses can be done here:

It has been found that the organizational culture at McDonald’s has been designed keeping the needs of the consumers into consideration. The organizational culture at McDonald’s is task based rather than role or power. 

1. Quality at work:The organization maintains a high standard of quality and cleanliness along with a service that pleases the consumers (co.uk 2015). The organization also follows a particular dress code that the employees and the staffs wear as a part of the organizational culture (Mcdonalds.co.uk 2015).
2. Training programs:For the sake of improving the working capability of the employees, McDonald’s follows a continuous training program. This way, they tactfully utilize the human resource of the organization and bring out the best from them (Miller 2014).
3. Similar outlet design:In addition to this, the organization also has an exclusive design for its outlets. Any consumer visiting a McDonald’s outlet can easily identify and differentiate it from others.

Marriott group of hotels also carries a strong corporate culture. Their culture is rather based on leadership role and power. 

1. Visitorsfirst: The Hotel always put the needs of the consumers as their primary look out and this is the reason, they take pride in detailing every single thing that they do; starting from serving food to create a warm atmosphere for those who stay at the hotel (Modaff et al. 2016).
2. Training and learning programs:They believe that if they take care of the employees, the employees will take care of the guests; and this is their prime business objective. Thus, caring and training the employees to improve the service of the hotel falls under the major organizational culture of Marriott groups (co.uk 2015).
3. Change management:The Luxury hotel group also believes in change management and are often found to come up with innovative approaches towards creating a better place for the consumers (co.uk 2015). Various factors like change in the taste of the consumers, increasing rivals and even the various macro environmental factors like political or economic condition of a region often forces an organization to undertake change management.

With the above analysis, it can be said that the two organizations belonging to two different sectors of hospitality shows different approaches towards framing their organizational culture. However, it has to be understood that organizational culture is designed keeping the perspective of the target consumers. In addition to this, the culture also portrays the value that is given to the employees.

Conclusion:

An analysis of the organizational communication and culture has been here. An effective internal and external communication helps an organization to achieve its organizational goals and objectives. Depending on the need of communication, the mode of communication is selected. It has been found that different organizations have different organizational culture depending upon the types of consumers as well as the organizational goals and objectives. It is the organizational culture that differentiates an organization from the other.

This study has helped me to understand how an organization works and the role of a leader in the organization. It has been understood that the success of an organization depends of the corporate culture that the organization follows. The leader has the most prominent part to play in shaping the organizational culture that would ultimately help to achieve the organizational goals and objectives.

References:

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