Leadership and Management for Service Industry

LEADERSHIP AND
MANAGEMENT FOR
SERVICE INDUSTRY

Table of Contents
INTRODUCTION...........................................................................................................................3
LO 1.................................................................................................................................................3
Classical management theories and style of leadership..............................................................3
LO 2.................................................................................................................................................4
Factors that influence different management style and structure in service industry.................4
LO 3.................................................................................................................................................5
Assess current and future management and leadership skills for service sector.........................5
LO 4.................................................................................................................................................6
Demonstration of leadership and management skills in service industry...................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Leadership and management goes hand in hand. To have effective management, effective
leadership is necessary as well for the achievement of organisational goals. The report will take
Hilton group which is the largest hotel brand in world for better understanding of the topic. The
report will include management theory and leadership style along with factors that affect this
style. The report will further focus on current and future changes in skill of management and
leadership. At last it will include change management models to see the skills in service industry.
LO 1
Classical management theories and style of leadership
The classical management theories believes that employees only have physical and
economic needs and do not take social needs into consideration. The two theories are :
Bureaucratic theory - Max Webber introduced this theory which focuses on two
essential elements. It focuses on structure of organisation that needs to be in hierarchy. The
other aspect in which this theory deal in is that the members of the organisation need to be
governed by clear rules and regulations (Shafritz, 2015). This element help in achieving
organisational goals. As. In Hilton group there is clear division of department like accounts, tax,
customer queries, marketing etc. which delegates the work in smooth manner and avoids
confusion and chaos. Each department works by following rules and regulations of the hotel and
the promotion of the worker is done based on the rule based activity.
Scientific theory – The scientific theory focuses on improving the efficiency of
employee at the workplace. It focuses on increasing the level of production by using intensive
technology and by allotting humans simply to perform routine tasks with that purpose. It tells
that there is need of supervisors to give directions in respective fields and time, fatigue and
motion needs to e used as a criteria to determine the work of individual. In Hilton hotel it cannot
be used as this theory focuses on automation rather than human behaviour and hotels need to
take care of every aspect of human relation (Niskanen, 2017).
Style of leadership
Every organisation uses specific style of leadership to lead its organisation. The styles are :
Autocratic - Under this style, the leader takes all the decisions related to management
and it is mostly seen in small companies. It is effective only when quick decisions are required. It