1. 0 Introduction
In today's competitive business sectors, travel and travel and leisure industry is one of the world's biggest and speediest growing industries. Now Folks are exploring for leisure, recreation, business purpose and almost all of them are exploring as part of their employment than ever before. Tourism has become a popular global leisure activity. Corresponding to US World Tourism Organisation (UNWTO, 2009) there have been over 922 million international vacationer arrivals in 2008, with a growth of 1 1. 9% as compared to 2007. Now travel and tourism industry is becoming one of the greatest and dynamically developing sectors of monetary industries. A country can earn an enormous amount of forex by travel and tourism. The development and development rates of tourism industry, significant quantities of foreign currency inflows, infrastructure development, and launch of new management affect various industries of economy. It completely plays a part in the cultural and monetary development of a country. Travel and tourism business makes an important link with the world, which gives services to folks from another region or country.
Airline industry makes a vital role to increase tourism and travel industry. It's one of the most crucial parts in tourism and hospitality sector and Emirates airlines is not an exception as it play an important role in the hospitality and travel and leisure sector.
1. 1 Overview of Emirates Air travel:
Emirates Flight is one of the major airlines in the Middle East. It is a subsidiary in the Emirates Group. The Emirates Tale (2010), suggests that Emirates acquired started the air business with only two aircraft-Boeing 737 and Airbus 300 B4 and experienced flown its first path out of Dubai on 25th October 1985. Now with a fleet of 137 aircrafts, Emirates Airlines take flight to over 100 destinations in 60 countries surrounding the world and almost 700 Emirates plane tickets depart from Dubai every week on the way to locations on six continents. Yearly the growth of Emirates hasn't been lower than 20% and the flight has registered an annual earnings in every year since its third in procedure (The Emirates History, 2010). From Emirates website, the Emirates Group (2010), Sky-Cargo section is the freight division of Emirates airlines which under take their cargo activities and inclusive cargo solutions to more than 100 places in over 60 countries on six continents. According to The Emirates Group (2010), in 2008, Emirates Sky-Cargo activated its operations into the 43, 600 square metres state-of-the-art Cargo Mega Terminal and annual it can process 1. 2 million tonnes of cargo. In 2001, Emirates declared the largest appreciated at $15 billion order in aviation background which validated its future development in Flight industry. It had been staggering 58 new plane, a variety of Airbus and Boeing because of its rapidly growing fleet. Now Emirates keeps growing rapidly and taken much more individuals than before. The Emirates Report (2010) also shows that in 2007/2008, Emirates transported 21. 2 million travellers and transported 1. 3 million tonnes of cargo which indicates that Emirates is one of the quickest growing airlines in the air travel business.
1. 2 Management and management functions of Emirate Flight:
Leadership and management which have emerged very in different ways by diverse group of people. Some individuals see these conditions as synonyms, while some tackle them as extreme opposites; so extreme, in reality, that they would argue that at the same time a good director and a good leader cannot be the same person. Still other folks reside somewhere in the middle. But the simple truth is these two conditions are often interchanged. Pascale, R. (1990) defined Command as the sculpture of creating a host and influencing visitors to follow a chosen course willingly. It requires a clear perspective and guide supporters along a avenue that realizes the eye-sight. In1980, the chief executive of American association defined (cited by Patrick J, M. et al, 2000) that management gets things through other people. Patrick J, M et al (2000) pointed that the current explanation of management is dealing with and through other folks to accomplish the objectives of both organisation and its member. Management organises, control buttons or directs people or resources in an organization, they are done corresponding to morality that contain already been proven. Management and control, both are essential to make teams and organizations successful. Just like the right or left wing of any airplane's flight.
Without authority and management business cannot attain its organisational goals. Emirates control and management process play an important role for the carrying on success of Emirates Airlines. Sheik Ahmed Bin Saeed Al-Maktoum, Chairman and LEADER of Emirates Airline who is highly talented and under his leadership, Emirates is continuing to grow from an area flight operating three vacation spots has turned into a highly praised international flight and fastest-growing international carrier which operates more than 100 locations in over 60 countries (The Emirates Story, 2010).
Now Emirates is one of the greatest airlines in Middle East. No doubt that their skilled leaders play a vital role but this has been made possible through their excellent management techniques, quality customer service and highly skilled diverse workforce. Chairman and LEADER of Emirates Air travel alongside with other leaders have been capable to show their natural capacity they can lead the business economically and effectively (The Emirates Group: Leadership, 2010).
Leaders of Emirates are always liable, being very grown up, treating people similarly, being honest, working hard, prioritising and planning, connecting their staff in their thinking and especially in managing change. The management and control teams learn how to make the airline business attractive to customers and the way to admire those who are worthy of praise for making the business successful.
2. 0 Idea of Management, Control and Motivation
Management, authority and motivation play an important role for the success of company. Emirate Airline like any other firm or company needs effective control and excellent management to escort their staffs to have the accomplishment of specific aims.
2. 1 Management Theories:
The unique behavioural style adopted by way of a leader to inspire and influence the behavior of subordinates, is named Management theories. It really is an ongoing process which helps to get something through people or to use resources to create income. Management can create a condition and by the correct implication of this condition, organization can perform their goals. Mainly there are three different types of management styles; bureaucratic management style, participative management style and tactical management style.
Emirates Airline is wanting to be competitive and marketable by using different management styles. The management style of Emirates typifies a blend of participatory and proper management. Lamb (1984) pointed "Strategic management can be an ongoing process that evaluates and regulates the business enterprise and the industries where the company is included; assesses its competition and models goals and strategies to meet all existing and potential rivals. The company's proper apex deals with planning and growing initiatives on behalf of owners, attaching proper use of resources to increase the performance of company in their exterior environments. Emirates use proper management style to determine the objective of company, eyesight and objectives, original policies and plans, often in terms of jobs and programs. All these are made to achieve a competitive edge in the travel market.
Participative management is the management style where decisions are consulted with the subordinates, by their manager, before execution. This management style really helps to create good relation between director and employee. Participative management is similar to democratic management which allows employee for taking strong decision making role. After establishing this management, company are certain to get more income and can reduce its cost. The management of Emirates involves their employees and other stakeholders to take part in making decisions. Emirate prompted their employee to give their own suggestions to identify and get organizational-goals, to resolve problem and other decisions that can straight affect the business. The management of Emirates take decision in appointment using their subordinates
2. 1 Command theories:
Leadership means having an potential and wish to inspire and affect others. From trait theory, leaders are born with leading command characteristics and also inherit positive characteristics and personality that produce those to be innovator. When someone has five traits such as integrity, inspiring, forward-looking, qualified, intelligent, he'll be considered a good innovator. The spirited advantage and position of Emirates can be endorsed by their market leaders.
Behavioural perspective of leadership retains that anybody who demonstrates the appropriate behaviour can be a highly effective leader. Leaders are created by learning appropriate behavior and not trait. The key contribution of the behavioural point of view was the recognition of effective management systems working in a organisation.
The contingency or situational style of authority emphasise on the type of the situation. Emirates Airline's leadership do not have one particular control style and the market leaders of Emirates have the ability to incorporate perseverance as well as the will to attain compromise with the ability to act quickly and decisively. The leaders of Emirates are democratic and the management composes the ability and skills to encourage and influence the actions and the thoughts of folks or subordinates. Their leaders make a cultural influence which induces staff to accomplish common goal.
2. 2 Drive theories:
Motivation was initially came from the Latin phrase "movere". "Movere" methods to move. Desire is a process which influences visitors to do. Matching to Campbell & Pritchard (1976) "Motivation has to do with a couple of independent or reliant variable connections that make clear the way, amplitude and persistence of a person's behaviour, holding constant the effects of amplitude, skill and understanding of the task and the constraints functioning in the surroundings". There are different types of theory such as Maslow's Hierarchy of Needs theory, Alderfer's Existence-Relatedness-Growth theory and Herzberg's Motivator-Hygiene theory. These ideas are uncovered to motivate individuals who help the leader of the company to inspire his staff. Maslow desire theory is one of them that are most popular theory of human being motivation. Corresponding to Maslow's Hierarchy of Needs (2002-2010) psychologist Abraham Maslow developed a desire theory, in this theory basic and low-level needs such as physiological needs and basic safety have to be satisfied before higher-level needs such as home- actualization are pursued. Maslow motivation theory protects all basic requirements of a person and it could please them. Maslow theory is dependant on five levels of needs; they are from bottom level to top- physiological needs, protection needs, public needs, esteem needs and self-actualization. The lower level such as physiological and safe practices needs has been satisfied by employee then higher-level needs become important. Emirates Air travel motivates their staff strongly. For this reason a lot of diverse people are interested to work with Emirates group. They offer a number of employee rewards, recognition, incentive and performance programs, all designed to encourage the best from individuals who thought we would build their employment opportunities with Emirate Airline(About Emirates Group: Our People, 2010). Well trained and skilled employees are the key for the success of an organization. So Emirates provide vocational training and development to ensure their people are able to do their job well. The Emirates Group Carriers Centre, FAQ's ( 2010) mentioned that high undertaking Cabin Staff have had the opportunity to attain the position of Air travel Purser within five years and many have also become coaches in cabin service.
3. 0 Cultural diversity
A variety of different societies or peoples with dissimilar origins, religions and practices each is living and interacting together -That is social diversity. Many people from different part of the world aren't treated rather in their work place because of their contest, nationality, creed, sexual orientation, background, age group or even disability but it is vital for every firm that people are cured with esteem. If individuals cared for unfairly or inaccessible by their professionals or other employee for their race, nationality, ethnic dissimilarities and other reason, company will loss production. Cultural diversity performs a essential role to reach out on an internationally level for a business which has a various or diverse band of employee. Managing diversity focus organisation to obtain an improved perceptive of how other civilizations do business which really is a fundamental element for conducting business in today's worldwide marketplace. Producing diversity provides different types of ideas from differing people and variety of viewpoints give bigger pool of proven fact that can provide a competitive advantage in company. All Successful and earning company need to take urgent action to establish managing diversity at work.
3. 1 Managing culturally diverse workforce of Emirates Airlines:
In today's global market managers of every organisation should give attention to culturally diverse office or employees to be able to increase organizational effectiveness. In the centre East, Emirates Airlines also weigh up and evaluate diversity process which is a significant part of these management system. Emirates staff diversity of over 160 nationalities is a distinctive strength for these people as a worldwide organisation and their divers employees are from different nationalities, ethnicities, religious and cultural backgrounds. Their diverse employees get new ideas, improvements and thinking styles which help them to lead the business enterprise to success (Emirates Group: Cultural Variety, 2010). Emirates Airlines recruit and endorse or promote people without discrimination and treat all people with respect and give every employee with the opportunity to build up fully. Emirates Air travel ensures cultural variety through the following means:
Communication: Language performs a significant factor to comprehend others. In a company where there is more than one native words or different ethnic qualifications, communication problems will happen. In some company they may have interpreters but this two times translation offers more opportunities for misunderstanding. In Emirates Airlines, they use international terms British for communication and it can be used within the industry throughout the world. As English can be an international language and learn by different people from different countries Emirates use British as a language to manage a culturally diverse workforce. The website of Emirates, recruitments process and advertisements is also done in British.
Equal opportunity: Identical opportunity means when everyone in company are cured equally and reasonably. In Emirates, they consider everyone independently, treat them reasonably and provide opportunities for development and progression. As the management of Emirates treat their employees well, they too can treat each other with respect and provide best service to their clients. In Emirates Airlines women and men employees are treated evenly and recruitment process provides men and women an equal chance of selection.
Recruitment: Emirates airlines recruit from a varied workforce. They recruit men and women and do not feel that talented is the exclusive keep of men, white society or their countrymen. Expertise does not lay exclusively with the white men, Arabic, Asians or China. The management of Emirates plan is only searching talented and appropriate people. They are not bothered where these talentes came from, what is their religion, gender or culture.
3. 2 Managing culturally diverse customers of Emirates Airlines:
Managing culturally diverse customer is important aspect for business because customer is business and without customer there is no business. Every organisation has its cultural structure and successful control should shift ahead of its cultural structure of mention of support well-built intercultural communication and also produce and build up culturally designed or culturally considered services, products or goods that provide international standard. As Emirates presently soar to over 100 places in 60 countries throughout the world (The Emirates Account, 2010), this means they are serving or operating different roots and backgrounds with different work behavior, different cultural attitudes, different ethnic group, multinational and diverse people.
Communication: Effective communication are key for the success of business, it is within conditions of advertising company products and services which is provided by company to their clients. Emirates must know what their customers want and also listen to other business contact, such as banker, entrepreneur or dealer. If Emirates does not know what their customers want, then it is impossible to build business market. For providing good service and creating understandable communication with the customer Emirates provide international vocabulary. Their customers are diversed; in this case they use British which is understandable for all sorts of people. When folks have communication problem then it creats a great catastrophe for their future business, company will not exit because they have got failed to make relationship with the customers.
Food service
The civilizations of Emirates are Midsection Eastern culture. They provide Arabic style food which is actually tasty plus they give very open-handed helpings. Their food tastes has already drawn different spiritual, different ethnic group and various customers from different ethnic backgrounds. As Emirates comes after Islamic food handling methods, so in their airfare they never provide alcoholic beverages so that if passengers want they could provide themselves. Travel House UK on Thursday 11 August, 2010 submitted that during Ramadan period they provided iftar with their customers. According to visit information (2010) Emirates' Vice Leader Aircraft Catering of Emirates Robin Padgett told that even while they take delight in their ethnic diversity, the foundation of Emirates is based on Islamic culture so they are committed to making certain their Muslim individuals are well looked after during the holy month of Ramadan and their non-fasting travellers will continue to enjoy the world-class foods that Emirates provide internationally.
4. 0 Effective Management, Leadership and Inspiration across culture:
In today's business leaders should know how to lead and motivate workforces across many diverse ethnical backgrounds and do something to certain requirements and anticipations of different types of customers those who come from different cultures.
Management is a process and company activities that involves getting people mutually to achieve sought goals and objectives financially and effectively. Ideas of effective management based on planning, organizing or directing and managing. Planning can be an important aspect for effective management which is a process, determines what action must be done to accomplish company goal and what their future goal is.
Organising and directing will involve employee of company and resources like funding, materials and time. Organising is a means where work is performed. A highly effective management always organises and immediate that employees are engaged in focusing on performance to meet plan and goal of company. In addition, it involves motivating staff because motivating staff is the way to the determined hard work which is necessary for useful performance.
Organizational romance is very important to effective management. Companies are concern about social diversity because almost every organisation operates different kinds of people from different cultural group or multicultural that means company runs diverse customers and diverse employees. An effective management always concentrate on customer satisfaction because customers are the key element for their business, without customer business cannot exist. If the management focus on diverse employees in their organisation and present them equivalent opportunity they can get the theory how to approach diverse customers which is beneficial for global business.
Controlling is just how of monitoring and modifiable performance to ensure that this conforms to the strategies and the goals of the business and entails taking the proper corrective act to ensure that what is really phenomenon or taking place is relative to the objectives of planning process. Effective management isn't just selected in line with the culture of business but also with the surroundings of workforce. Management style run by way of a head, so effective command is essential to set-up effective management. Management is extremely hard without a ideal leader.
According to Fullan M. (2001), effective command has to have a clear "making-a-difference" sense of purpose, bring into play strategies that put together many visitors to solve problems, be held accountable by calculated and arguable signals of success and become eventually evaluated by the total amount to which it awakens people's basic commitment which is the one and only the mobilizing of everyone's sense of moral purpose. Effective leader has to have clear idea how to deal with diverse people; he is democratic and promotes his employees in decision making process that assist him to make relationship with his staff, more concerned with communicating vision and also do well by motivating, pushing, stimulating and connecting their employees.
A good head has learned how to inspire his staff who comes from different cultural history. In an company people have the right equipment, right knowledge, skills and capabilities and the right kind of organisational platform. But even after that they need something drives them ready to do the task for the success of company or organisation. Corresponding to Peters and Waterman (1982) pointed that management should be dedicated to the desire of its human resources and successful companies stress strategies which enable employees and give them control of their work and their work place. Jacson, T. (1995) said that work inspiration can be certified to the nature of person needs also to the allocation by managers of work related results identified by employees as both valid and relevant.
4. 1 Impact of Emirates Airlines Determination, Management and control Styles
Today Emirates flight has gain competitive position and getting market place by their effective management and management. The control of emirates airlines are based on the leadership design of family. Emirates airlines control analysis(2009), found that Emirates control style are democratic this means their management encourage other associates to connect themselves and other participants of the conglomerate especially the shareholders are engage to consider the ultimate decision.
Leaders of Emirates are motivating employees; motivation is their way to encourage their workers to do willingly that assist the business to get marvellous success in airlines market. Under different situations, person will respond in another way. Now Emirates have been working flights in several cities across the world and commercial plan gives importance with the diversity of these stakeholders, specifically using their clients. They are also dedicated with the diversity of these clients and their management approach are diverse which involves that the customers and areas of Emirates obtain marvellous service and their fervent and determined staff and employees provide very good service with their clients.
According to Emirates airlines leadership analysis (2009), the present move of Emirates Airliners is to set itself as an flight industry innovator with a focus strategy in the airline industry. Emirates Airlines is designed to develop their business to reach more clients that may enable those to become more profitable. Their management are customer concentrate, they know that if they involves huge amount of money they'll get marvellous earnings and by this Emirates can gain a competitive position in air market.
Change management are extremely important because it allow the company to modify with the secure changes in the worldwide market. Emirates leader have declared a significant misshapen in the business. Their change is to build up their air travel services and by means of more enhanced it system. These solutions have led to a lift within the community of the airline industry which allow them to have significantly more employees from different countries. The key elements of carrying on business success of Emirates are not only their management but also their occupation of high quality multi-cultural team who come more than 160 nationalities (Cultural variety: Emirates Group, 2010).
Emirates Group (2010), article expresses that Emirates effective management and talented market leaders help employees to become one of the world's best airhostess earning more than 400 awards that assist them to identify a name for superiority in aviation and travel industry.
H H Sheikh Ahmed bin Saeed Al Maktoum, Executive Chairman of Emirates, he thinks that sponsorship is fundamental in the airline's marketing strategy and it is one of the best ways to incorporate with individuals or clients that allows Emirates to talk about and support their customer or clients passions and to create a personal relationship using their customers. Rick Helliwell, vice president recruitment of Emirates (sponsorship, About Emirates Group, 2010) pointed that the broad range of worldwide sponsorships that the air travel helps parallels the variety of the labor force on the air travel and in Emirates as there are always a huge amount of diverse staff who comes from 140 nationalities working alongside one another and their powerful team competing internationally are able to provide the customer superior services and best products. Now it could be said that Emirates management and authority make a direct effect for them to become one of the world's quickest growing airlines.
5. 0 Suggestion and finish:
It can be said that in competitive and worldwide accepted air travel market, Emirates Airline has been capable to have a competitive and well-known position by its effective management and command in Dubai and global recognized airline industry. It is strongly recommended that the diverse staff of Emirates must have the ability to give superior service to their customers, because their effective management have had the opportunity to gather a group of people with diverse record which really is a powerful team and a source of strength.
To provide superior services to their clients, they may have recruited talented and superior people from different countries or different cultural group or different culture. Additionally it is advised that their management must do more in working with diverse people. The control should provide new ideas which are beneficial for the company and each time the company up grade their service delivery to provide number one services to their customer. Emirates need to empower its employees to get income and competitive position in competitive global business market. To enhance the satisfaction of employees, the command can make to send some of their employees on continuous professional training which will expose them to new idea, better encouraged and will also help to make good relationship among staff and innovator.
It is recommended that the strategic management of Emirates Airlines give value with the variety with their stakeholders, especially with their customers, because the diversification management systems provide excellent services to their clients by their trained, fervent and enthusiastic staffs and employees. The tactical management must do more to guide Emirates from the motivation theory and difficulties and opportunities which come in the marketplace environment as they did in the latest of the 2000s if they are to build on the successes.
