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Leadership in Tourism
IndustryAssignment
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Leadership in Tourism Industry
ContentsContents ................................................................................................................ 2
Introduction ........................................................................................................... 3
1 Compare the management style at an organisation where you have worked
with the management style at the Marriott Hotel in the case study......................4
2 Using an organization where you have worked evaluate the role and function of
at least one manager. Compare and contrast the leadership style of your chosen
organization with one of the leaders in the case study..........................................4
3 Evaluate the leadership skills required to ensure effective management of the
staff the two organizations.................................................................................... 5
4 Examine a team in which you have worked and write an account of the natureand behavior of the group ..................................................................................... 8
5 Discuss how the traits and characteristics of the individuals within this team
influence their behavior at work ............................................................................ 9
6 Compare and contrast the structure of the organization in the case study with
a travel and tourism organization with a different type of structure.....................9
7 Describe the culture of the organization in the case study and how it impacts
on the success of the business ............................................................................ 10
8 Discuss the communication channels of the firm in the case study and explain
the importance of effective communications within organizations......................11
9 Give an account of a recent or planned change of significance within an
organization you have worked and describe what lead up to the change ...........12
10 Analyze the planning and decision making processes that would be or were
involved in the change ......................................................................................... 12
Conclusion ........................................................................................................... 13
Bibliography ......................................................................................................... 13
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1 Compare the management style at an organisation
where you have worked with the management style
at the Marriott Hotel in the case study.
At the Marriott all the employees are addressed as associates. This is an
indication as to how the organization wants to induce professionalism as a
culture in the organization. The concept of culture in infused via various
communication channels, team activities, developmental activities and various
other motivational activities. At Marriot each associate is responsible for his or
her own career progress. There is no defined path for promotion, the employees
can choose to Horne their skills as and when they wish.
At Novotel there is a three and three strategy t hat is there is a three level
hierarchy and a certain amount bureaucracy in the levels of management at
Novotel. Though all employees are treated courteously, one has to wait for a
long to time to go up the ladder in spite of exciting career prospects.
2 Using an organization where you have worked
evaluate the role and function of at least one
manager. Compare and contrast the leadership style
of your chosen organization with one of the leaders in
the case study.
(Dr. Bob Mckercher. 2003). Managers should know their business thoroughly and
how to follow through.
It is very vital for a manager to understand and make proper decisions to
perform better operations and decisions. To make such contribution, a manager
should keep a close contact and relation with the team which helps control the
situation and make the right decisions. I set an example for others and gave
many who were willing to pay the price an opportunity to grow and have the
good things of life. Such attitude of a manager reflects the working culture and
also contributes to a positive environment within the team. One such example is
that of Anetude.
A lady named Anetude Michaud, in 1998, came to U.S with lots of hope and
dreams to succeed in her goals. Though her parents were expired in an accident,
she was determined and always aimed to fulfill her fathers dream. I may not
have money to leave you,he said, but I want you to be strong so that you can
take care of yourself.
She has later joined as a housekeeper at Orlando (which is now Marriotts lake),
at the very beginning of its inauguration. There was a time where every staffmembers had to push themselves hard due to work load and for which the staff
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was not happy. But Anetude took it as a challenge. Mathew Sherman, director of
facilities says that From day one, Anetude has never surrendered in her pursuit
of excellence,
Being a humble lady, she always believed in leadership and simultaneously
maintained close relation with other staff members of the team. Known for herhumility, Anetude believes in leading by example and in maintaining a close
bond with her team. She trains, develops, encourages, helps and, in turn, is
respected and loved, says Joanne Goodman, general manager. Her no
compromise work efforts and steadiness helped her stand still even in tough
situations at work. For instance, during hurricane tragedy, she and her staff
members cleaned rooms using torches and hand lights.
With respect to her personal life, she never failed to send funds to her church in
home town and also to her relatives. To keep a homely and close relationship
with staff members, she prefers to communicate in her native language, as even
most of them are Haitians. The success and happiness in her life is by her
childhood lessons she learnt in her life.
There are always going to be obstacles in life, says Anetude. J. Willard Marriott.
(2005) But its all about how you approach it. If you work hard and stay positive,
you can accomplish anything. At Novotel there is a lot of bureaucracy and the
managers believe in delegating work and sitting in their cabins .Thus they are
not able to make effective efficient decisions. As a result delivering at a
consistent pace will be difficult and a general dissatisfaction at work will prevail.
3 Evaluate the leadership skills required to ensure
effective management of the staff the two
organizations.
(Shannon Elwell, 2005) Since J W Marriott established Marriott and till his
existence when he died in 1985, he perfectly established an ideal corporate
culture and leadership skills which has rooted strongly in all staff members,
hands on management, and the focus to meet customer satisfaction through
maintaining quality standards, services and hospitality.
He always trusted to be open-hearted, diligent and always gain trust from people
through being fair to people, efforts, keeping an eye on even tiny aspects, and
being prompt in responding customer needs.
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(Sauser W.I. and Sauser L.D. 2002) These policies and culture reflects the day to
day activities, daily interactions with people and behavior of employees which isthe primary goal to set these policies. Making them as a primary goal, the
organization can attain customer satisfaction, quality work and services, proper
operations and attain high standards from the existing.
Maintaining such behavior and characteristics, they will be accounted as special
team in Management, wherein such acknowledgements helps boost the
employee; an opportunity to grow and parallel, the company make growth and
profit from such valuable resources. Every speech, article, and reports reflects
JW Marriotts attitude towards organizational culture, and always addressing
messages to managers saying take care of the little things every day.
Marriott believes in
Communicating with employees
J. Willard Marriott. (2005) says that It is found as good practices for the
managers to account their employees individually i.e. personally as well as
professionally and communicate with them. In other words, managers should
make their own time to spend in the midst of the employees to listen to their
queries, needs, problems, technical aspects, professional aspects etc. and can
also address, for instance, How are we doing? and What can we do to
improve? To effectively communicate with employees, managers should listen
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