ESSAY SYLVIA CREMER final .pdf
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Student name: Sylvia CREMER
Teacher: David POTTER
Date: 17th of September
Having skills is crucial to be able to have achievements in your career as a
hospitality manager. Some skills can be learned at school, while others are obtained through
business experiences. That is why one can only wonder how important the study skills are to
being a successful hospitality manager. It is clear that you can’t become a manager without
these skills: time management, communication skills, creativity, stress management and
leadership, but all these skills might not be learned at school. That is why it is interesting to
analyze the skills a person needs to become a good manager and the benefits and limits of
There are many important skills to be a good manager in the hospitality industry
but they also depend on the type of manager you are.
Being an achieved manager means, according to Armstrong M. (2006:1)
“having to decide what to do and get it done by your staff, but not let the others do
everything”. He believes a manager has to be able to delegate but most importantly to be able
to communicate with the employees and the customers. Which means a manager has to be
able to face the demands of the clients, run meetings that the employees find interesting, listen
to the complains, negotiate and motivate your staff. Marriott (1985) also believed
communication skills were significantly important, indeed he was known as someone who
was appreciated by a lot of people. He also knew he had to talk with his customers to know
what they wanted and adapt this product for them. Bardi (2003) revealed you always have to
meet your client needs half way. Cowe (2007) wrote about Lord Forte who didn’t have any
communication skills; he was ruthless and was ready to bring people down for his own
business. This probably cost him his empire of restaurants and hotels which he had build from
Manson (2011) indicates that leadership is the key to being a successful manager. You have to
be able to get others to do what you want, not because you made them but because they want
to. The fact is people do no longer want to receive orders, they want explanations and to be
implicated. Sharkey (2009) revealed that thereby David Taylor’s biggest skill was his
leadership. A manager also needs to know everything which is happening in his hotel or
Armstrong (2006) Jones (2008) and Bardi (2003) all clearly stated that being able to deal
with stress, organize your time and to be flexible is something a manager needs to be able to
Marriott (1985) was innovative which partly made him so successful. Armstrong (2006) also
believes that innovation is a skill you must master.
The skills you need as a manager depend on the type of manager you are.
Jones (2008) implied that even if different managers have the same global role (making
decisions, communicating, analyzing) they have a lot of different duties according if they
work at the human resources, as a housekeeper manager or as front office manager.
It has also been noticed, according to Azouvi (2011) that women and men have skills that
differ. Women think details are more important and they know how to do multiple tasks at
ones. They always want to plan in advance and manage to be more concentrated than men.
They are well organized, have better communication skills (men prefer to hide from
confrontations) and know how to face their emotions better than men. On the other hand they
are less creative and do not like to take risks that often pays off in the hospitality industry.
Indeed because Men take more risks they often bring more money to the company. Men often
deal better with the unexpected and are better at knowing what to prioritize. Azouvi (2011:35)
indicated that “You have to do the right thing instead of doing things right”.
As we have seen, being a manager requires many skills, whether you are a woman
or a man, whether you work as a housekeeper manager or front office manager you need to
master those skills by studying, we can therefore wonder what the benefits and the limits of
the study skills are.
Study skills are substantial to be a successful manager. Armstrong (2006)
tells us that “better managers recognize that the art of management is something they need to
learn”. Management skills are not something we are born with it is something that needs to be
learned. A manager is on his own and has to know how to take decisions alone.
Cowe (2007) talked about Lord Forte that would maybe have been more successful if he had
had study skills. Cameron (2009) reveals that studying is an investment of time and energy.
You must try to learn as much skills as you possibly can to answer to the employers request.
During your studies you learn to organize your own work which is useful to be a manager.
Armstrong (2009) believes that you also learn the willingness to work hard and the
willingness to take risks which is something a manager needs as well. Cameron (2009)
indicates that a student must be flexible and innovative. Because of your studies you become;
ambitious, motivated, a good communicator, you know how to solve problems, become a
good writer, you master negotiations, know how to write and persuade. You also learn other
skills that were not meant to be learned directly, you learn how to fit in, handle pressure, and
to know your strengths and weaknesses. Payne (2006) also believed study skills are essential.
He believed “Business can only be competitive with a highly skilled, highly educated
workforce”. If you want to be independent in your job, study skills must be mastered. Payne
(2006) also revealed that study skills are useful for a lifetime. Marriott (2003) explained that
this family also found studying important.
Unfortunately, study skills also have their limits. The fact is, according to
Armstrong (2006) experience is one of the best ways to learn. Even if education is important
it is not enough to become a brilliant manager. Jones (2008) too believed that the duties of a
manager could not be learned correctly at school. Payne (2006) thought that lifelong learning
is the only way to be a successful manager. The Caterer (2012) showed that 93% of
professionals believe that the hospitality sector suffers from skills shortage. Ken Robinson
(2006) even outlines that school kills creativity; He said “we’ve educated to become good
workers, rather than creative thinkers “and “that we don’t grow into creativity, we grow out of
it. Or rather we get educated out of it.
As a conclusion, it can be said that study skills are essential to being an efficient
manager. Many important skills are learnt during studies and are helpful for work and life in
general. Management requires a variety of skills (communication, working as a team,
managing stress, leadership and obtaining information). These skills differ slightly depending
on the type of manager you are and if you are a women or a man. They must be mastered
during studies, in order to become an efficient manager.
However, study skills are not enough. To become a brilliant and successful manager you
need to learn from your own experiences. Certain skills can only come from a practical
approach of management.
Cameron, S. (2009) The Business Student’s Handbook: Learning Skills for Study and
Employment. 5th edition. Harlow: Pearson Education.
Armstrong, M. (2006) How to be an even better manager. 6th edition. US: Kogan Page.
Jones, T. (2008) Professional management of housekeeping operations. 5th edition. Hoboken:
Bardi, J. (2003) Hotel front office management. 5th edition. Harlow: Wiley.
Payne, E. and Whittaker, L. (2006) Developing essential study skills. 2 edition. Harlow:
Sharkey, E. (2009) The Stars of tomorrow. Caterer and hotelkeeper, 25 September – 1
October, pp. 30 – 33.
Marriott, R.E (2003) Building a family legacy - The Marriott Story, Marriott Magazine,
Winter. Available from: http://marriottschool.byu.adu/the-marriott-story.pdf.
Caterer and Hotelkeeper (2012) Is a career in hospitality the right choice. Caterer and
hotelkeeper, 13 – 19th June, pp. 14 – 15.
Manson, E. (2011) What makes a good leader. Caterer and hotelkeeper, 16 – 22 September,
pp 27 – 29.
Marriott International (1985) A remarkable man [on line]. Available from =
<www.youtube.com/watch?v=_C9Dkuhlioc>. [Accessed 06/09/12].
Cowe, R. (2007) Lord Forte. The Guardian, 1 March [online]. Available from
Ken Robinson (2006) Ken Robinson says school kills creativity - Ted Ideas. [online].
Available from =<www.ted.com/talks/ken_robinson_says-school_kill_creativity.html>.
TED ideas (no date) Speakers Ken Robinson : Author/educator [online]. Available from =
Azouvi, C. and Cailloce L. and Colasdes Francs, O. and Sève, M. and Six, A. and Riva, V
(2011) Les femmes meilleures que les hommes. Management, September 2011, pp 34 – 43.