2009.3 leadership term paper lori avery

8/10/2019 2009.3 Leadership Term Paper Lori Avery

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Lori Avery

March 10, 2009OCOM 310

Term Paper Project

Leading the Way at Hilton Hotels

I had the pleasre o! "or#i$% !or &ilto$ &otels Corporatio$ '&&C( dri$% the early $i$eties a$d

"as so impressed "ith the leadership o! the corporatio$ ) !rom &ilto$ corporate to the !ra$chise

o"$er, !rom the %e$eral ma$a%er do"$ thro%h all phases o! ma$a%eme$t at the local level* +or

the prpose o! this paper, I "ill e discssi$% the leadership at &&C a$d i$corporate the varios

comm$icatio$ styles o! leadership, discss sitatio$al leadership a$d revie" the characteristics

o! a tra$s!ormatio$al leader as they relate to &&C a$d the local ma$a%eme$t a$d leadership o!

the hotel "here I "as employed*

Co$rad &ilto$ prchased his !ist hotel i$ 192- "ith the philosophy to al"ays e hospitale a$d

to o"$ a$d ma$a%e a sccess!l chai$ o! hotels* &e "a$ted every %est to immediately !eel

special "he$ they e$tered a$y &ilto$ &otel loy ) "hether i$ Te.as, Cali!or$ia, or aroad* I

e%a$ my jor$ey "ith &ilto$ i$ 1991 as the /ales Coordi$ator !or the &ilto$ arde$ I$$ i$

La$caster, Pe$$sylva$ia* At that time, the arde$ I$$ "as a $e" co$cept !or si$ess travelers

a small si$ess hotel "ith the ame$ities o! a lar%e hotel* he$ yo "al# i$to a &ilto$ yo

immediately !eel at home a$d are "elcomed y the sta!! all staff* veryo$e !rom the !ro$t des#

sta!! to the ellma$ to the hose#eepi$% sta!!* 4e!ore %oi$% to "or# !or the &ilto$ arde$ I$$, I

"as a cstomer o! the property oo#i$% si$ess eve$ts at the hotel ) I "as al"ays impressed y

this very "elcomi$% co$cept*

At &ilto$, yo lear$ dri$% yor !irst "ee# that yo are selli$% a$ e.perie$ce there is $othi$%


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ta$%ile !or the hotel %est to ta#e "ith them "he$ they chec#)ot* veryo$e employed y

&ilto$ Corporatio$ "as e.pected to ta#e a te$ "ee# %est satis!actio$ class* The class,Priority

One,provided varios sce$arios o! ho" a %est shold e treated i$ certai$ sitatio$s* It "as a

ma$datory trai$i$% !or all employees ) !rom the %e$eral ma$a%er to a hose#eeper to the

li!e%ard a$d !ood a$d evera%e sta!!* The crriclm teaches that or %ests are or most

importa$t assets ) $ot the loy !r$itre or !l!!y pillo"s ) they are o$ly ame$ities, %ests are

valed cstomers* Or role, re%ardless o! salary, te$re, or title, "as to %ive each %est a

positive e.perie$ce*

I$ a$y or%a$i5atio$, it is importa$t to have proper li$es o! comm$icatio$ !or employees* I$

Chapter t"o, "e read aot three varios comm$icatio$ styles o! leaders ) democratic,

authoritarian, a$dLaissez-Faire* hile most o! the day to day leaders at &&C comm$icated i$

a democratic style, there "ere some ma$a%ers "ho comm$icated "ith their i$dividal teams i$

a$ athoritaria$ style, mostly de to the "or#i$% e$viro$me$t* +or e.ample, the hose #eepi$%

ma$%er a$d her team ra$ a very ti%ht schedle i$ order to achieve clea$ rooms y chec#)i$ at

3600 p*m each day* Or property had 1-- rooms, so 7ite possily the hotel cold e sold ot !or

several $i%hts i$ a ro"* I$ order to achieve clea$ rooms i$ a timely !ashio$, the hose#eepi$%

ma$a%er $eeded to comm$icate i$ a very athoritaria$ style* Ma$y o! the hose#eepi$% team

memers "ere at the lo"est o! the pay scale "ithi$ the hotel, there "ere o!te$ la$%a%e arriers

a$d a %reat varia$ce i$ a%e a$d e.perie$ce amo$% the team* &o"ever, they "ere all a"are o! the

sta$dards !or de!i$i$% a clea$ room* The hose#eepi$% ma$a%er $eeded to ma$a%e !rom top

do"$ "ith her team a$d o$ most days "al#ed the property to chec# i$ "ith her sta!! to e$sre

her sta!! "ere "or#i$% to"ards meeti$% the day8s dema$di$% deadli$es* This ma$a%er also %ave


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directives i$ order to complete the tas#s at)ha$d* I$ this particlar area, o!!eri$% re"ards to team

memers "ho !i$ished their sectio$s early a$d properly "as %reat i$ce$tive !or employees*

Those "ho comm$icated i$ a democratic style "ere the %e$eral ma$a%er a$d the local !ra$chise

o"$er* To%ether, they "or#ed ha$d)i$)ha$d to set %oals "ith each o! their sets o! !ollo"ers*

They also e$%a%ed i$ comm$icatio$ "ith all levels o! employees a$d o!!ered positive !eedac#

"he$ applicale*

I$ my opi$io$, theLaissez-Faire comm$icatio$ style "old $ot "or# i$ a service i$dstry

e$viro$me$t a$d I $ever "it$essed this type o! style dri$% my time "ith &&C* The hotel

e$viro$me$t is very mch a team orie$tated e$viro$me$t ) havi$% a leader or ma$%er "ho mi%ht

avoid i$teractio$, have his or her o"$ a%e$da i$ mi$d "old $ot e a sccess!l comm$icatio$

style i$ this i$dstry*

My seco$d co$cept to e.plore is /itatio$al Leadership "hich "as discssed i$ Chapter 3* The

sitatio$al approach is ased po$ the crre$t setti$% or e$viro$me$t o! the leader* &ersey a$d

4la$chard8s Situational Leadership Theory is a %reat theory to discss a$d process as it relates to

the hotel i$dstry* The hotel i$dstry or a$y service)related i$dstry employs team memers o$

all levels ) !rom the hi%h school stde$t raisi$% mo$ey to %o to colle%e to a !ather o! !or

"or#i$% as the mai$te$a$ce ma$a%er to someo$e "ho is retired a$d has retr$ed to "or# i$ a

hose#eepi$% role !or the hotel to ear$ e.tra i$come* Leaders i$ a$y setti$% ca$ i$!le$ce the

sccess their sta!!* This theory is ased o$ the readi$ess level o! !ollo"ers a$d i$corporates the

aility a$d the "illi$%$ess o! those !ollo"ers i$to a "or# e$viro$me$t* +or e.ample, Readiness


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Level One )Low ability/low willingness ) This level is de!i$ed y a !ollo"er that lac#s s#ills a$d

motivatio$* This cold descrie a hi%h school stde$t "ho is "or#i$% !or the !irst time i$ the

!ood a$d evera%e departme$t* ite possily, this cold mea$ this employee cold e "or#i$%

i$ the restara$t o$e $i%ht dri$% the "ee# a$d cleari$% !rom a a$7et dri$% the "ee#e$d* It

ca$ e over"helmi$% to someo$e i$ this sitatio$* A %ood leader:ma$a%er "old e sre to set)

p a trai$i$% pro%ram !or this i$dividal a$d provide e.perie$ces a$d opport$ities !or the

employee to lear$ the $ecessary s#ills e!ore e$teri$% the $e.t phase* This "ill i$crease their

s#ill level a$d o!!er motivatio$ to move !or"ard i$to the $e.t level*

Readiness Level Two)Low ability high willingness) This !ollo"er lac#s s#ills t is committed

to the or%a$i5atio$* At &&C, or leadership "old al"ays o!!er trai$i$% spport to those

employees "ho "a$ted to improve their s#ill sets* The !ro$t des# area o! the hotel is siest

dri$% mor$i$% chec#)ot a$d a%ai$ dri$% the a!ter$oo$ chec#)i$ time* I! someo$e has %reat

motivatio$ a$d is pleasa$t to the %ests, t appears to e over"helmed dri$% these hi%h tra!!ic

times, mista#es "ill occr* &&C o!!ered varios levels o! !ro$t des# trai$i$% that cold e sed

to e$ha$ce the crre$t s#ill set o! the employee a$d o$ce !amiliar "ith the system, cold e

assi%$ed a chec#)i$ statio$ o! their o"$*

Readiness Level Three )igh ability/low willingness ) /ometimes this occrs "he$ a$

employee has ee$ "ith a$ or%a$i5atio$ !or some time a$d !eels a se$se o! e$titleme$t to the

positio$* hile they may have te$re, the i$dividal may $ot e "illi$% to try to $e" thi$%s* I$

these cases, the employees does "hat $eeds to e do$e dri$% their shi!t a$d $othi$% more* At

&&C "e received cstomer !eedac# !rom %est satis!actio$ srveys* This "as a %reat i$ce$tive


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that "as sed to spar# !rie$dly competitio$ amo$% departme$ts a$d sed as perso$al i$ce$tives,

as "ell* 4y e$%a%i$% the $motivated employee i$to a !rie$dly competitio$ a$d o!!er re"ards to

them !or their %ood "or#, hope!lly, they "ill re)e$%a%e "ith their role a$d see themselves as a

viale team memer* Also, this is a %reat "ay to sho" that leadi$% y e.ample ca$ have positive

reslts*

Readiness Level Four ) high ability/high willingness ) !ollo"er is s#illed a$d motivated )

dele%ate* +or this type o! employee, ma$y opport$ities are availale to them* &o"ever, the

leader mst e "illi$% to dele%ate projects to this employee* 4y doi$% so, the leader mst also

e "illi$% to ;let %o< a$d se this time to develop a$d e$ha$ce the !ollo"ers s#ill sets to prepare

them !or !tre ac#$o"led%eme$ts a$d promotio$s "ithi$ the or%a$i5atio$* At &&C, this cold

occr "ith a$y employee that sho"ed %reat motivatio$ a$d s#ill level*

+i$ally, I "old li#e to descrie the characteristics o! a tra$s!ormatio$al leader* At the e$d o! the

day, the day)to)day leader at the hotel "as the %e$eral ma$a%er* To e the %e$eral ma$a%er o! a

hotel, yo have to e ale to ma$a%e the daily operatio$s a$d have very !or"ard thi$#i$% "ith

ho" yo are %oi$% to co$ti$e to o!!er !ive)star service a$d i$crease sales* At a$y %ive$ time,

yo also mst e ale to ha$dle a$y %est isses that may occr i$cldi$% a$ irate %est, a po"er

ota%e or "elcomi$% a s tor i$to yor hotel ecase their reservatio$s "ere i$correct at the

hotel do"$ the street* This ta#es a certai$ amo$t o! s#ill a$d charisma* e #$o" !rom Chapter

+or that a tra$s!ormatio$al leader has !ive characteristics6 creative, i$teractive, visio$ary,

empo"eri$%, a$d passio$*


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4ei$% creative i$ this tra$s!ormatio$al role re7ires otside o! the o. thi$#i$%, someo$e "ho is

strivi$% !or co$ti$os improveme$t, a$d someo$e "ho ca$ lear$ !rom their mista#es a$d move

!or"ard* There "as a time "he$ the restara$t sales "ere do"$* Or %e$eral ma$a%er had the

idea o! a#i$% coo#ies ri%ht at chec#)i$ time ) o!!eri$% !reshly a#ed coo#ies as %ests arrived*

This raised 7estio$s amo$% the %ests) "hat time does yor restara$t ope$= >o yo serve

di$$er= Ca$ I order t"o do5e$ o! these coo#ies to ta#e to a si$ess meeti$% tomorro"= hile

this "as a simple e$deavor, it i$creased a"are$ess that "e had a restara$t a$d %ests e%a$ to

tili5e the restara$t !or their si$ess $eeds*

4ei$% i$teractive a$d havi$% e.celle$t comm$icatio$ s#ills is #ey to ei$% a sccess!l leader*

A %ood leader mst really %et to #$o" his:her employees* The %e$eral ma$a%er at the &ilto$

arde$ I$$ sed to schedle time i$ each departme$t i$ order to %et to #$o" the employees a$d

the processes* hile ei$% i$teractive o$ a daily asis is importa$t, it is also very critical that

someo$e i$ a leadership role comm$icates e!!ectively dri$% a time o! crisis* +or e.ample, or

%e$eral ma$a%er had to respo$d to a$ i$ter$al 911 call !rom a %est* hile critical team

memers "ere trai$ed i$ CP?:+irst Aid, $o o$e ever #$e" "he$ those s#ills "old e pt to the

test* The %e$eral ma$a%er 7ic#ly respo$ded a$d %ave e.celle$t directio$s to those srro$di$%

him at the time*

4ei$% a visio$ary leader mea$s comm$icati$% the corporate visio$ to employees at all levels*

Or visio$ a$d ta%li$e at &&C "as ;so nice to come home to< ) a $ice "ay to say ) yo are or

%est at &ilto$, "e "a$t yo !eel li#e this is yor home a"ay !rom home* @$o"i$% a$d

$dersta$di$% yor visio$ a$d the compa$y8s visio$ are t"o #ey eleme$ts "he$ comm$icati$%


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the messa%e to !ollo"ers* The messa%e mst e clear a$d direct a$d prese$ted i$ a !ashio$ so

that everyo$e $dersta$ds the i$!ormatio$* I! everyo$e ) leaders a$d !ollo"ers are o$ the same

pa%e, yo "ill most li#ely have a sccess!l team*

A tra$s!ormatio$al leader mst also e empo"eri$%* &avi$% the aility to empo"er !ollo"ers i$

order !or them to "al# "ith yo ) $ot a"ay !rom yo* 4y providi$% empo"erme$t, yo are

allo"i$% yor team memers to %ro" a$d develop i$to their o"$ sccess!l role "ithi$ the

or%a$i5atio$*

4ei$% passio$ate aot yor role "ithi$ the or%a$i5atio$ is so vital to $ot o$ly to yor sccess,

t !or the sccess o! the operatio$* o have to e ale to share yor passio$ !or the

or%a$i5atio$ "ith others ) $ot o$ly !ollo"ers, t those i$ the comm$ity, competitors, ve$dors,

etc* I ca$ recall leavi$% a clie$t meeti$% or a Chamer o! Commerce eve$t a$d havi$% people

say to me ;"o"B o mst really love "hat yo do at the &ilto$ arde$ I$$ ) yo are al"ays so

positiveB


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co$ti$es to see# $e" opport$ities, e$%a%es comm$icatio$ "ith %ests a$d employees, a$d

also %ives ac# to the comm$ities "ith "hich &ilto$ &otels are located* >ri$% my three years

"ith the compa$y, my vie" o! %est a$d cstomer satis!actio$ dramatically cha$%ed*

Thro%hot my career, I have sed the asic i$!ormatio$ that I %ai$ed dri$% my !irst "ee# at

the &ilto$ arde$ I$$ a$d have i$corporated the i$!ormatio$ "ith ho" I have dealt "ith

cstomers i$ the !or)pro!it i$dstry to ho" I ha$dle my i$teractio$s "ith do$ors i$ the $o$)pro!it

i$dstry* I lear$ed to al"ays ma#e time to spea# to everyo$e ) !rom !ello" co)"or#ers to the

!ra55led %est at the !ro$t des#* I "as very prod to "or# !or &&C a$d developed a very stro$%

"or# ethic dri$% my three years "ith the corporatio$* >e to the varios types o! leadership I

"it$essed "ith &&C, I #$o" "hat characteristics to loo# !or "he$ I am e%i$$i$% a $e" project

or loo#i$% !or a $e" part$er i$ a si$ess setti$%* As Co$rad &ilto$ o$ce said, ;achie!ement

seems to be connected with action" Successful men and women #eep mo!ing, they ma#e

mista#es, but they don$t %uit"& Today, leaders come i$ ma$y di!!ere$t !orms a$d ca$ e !o$d i$

varios are$as, t those "ho are sccess!l are the o$es "ho #eep movi$% !or"ard*

/orces:?e!ere$ceste.t ) Leadership A comm$icatio$ Perspective +i!th ditio$ Michael D* &ac#ma$ Crai% *

Eoh$so$ avela$d Press, I$c* Lo$% rove Illi$ois 2009 List pa%e $mers ) chapter 2,3, F

I$ter$et"""*!i$est7otes*com

&ilto$ hotels*com
http://www.finestquotes.com/http://www.finestquotes.com/

2009.3 leadership term paper lori avery

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