Leadership and Management for Service Industries

LEADERSHIP AND
MANAGEMENT
FOR SERVICE
INDUSTRIES

Table of Contents
INTRODUCTION...........................................................................................................................3
P1 Classical Management Theories............................................................................................3
P2 Roles and Different Leadership Styles..................................................................................4
P3 Management and Leadership Styles......................................................................................6
P 4 Internal and External Factors that Influence Management...................................................7
P 5 Current Management and leadership 'hard and soft' skills...................................................9
P6 Future Management and Leadership Skills Required..........................................................10
Future Leadership Skills...........................................................................................................11
P 7 Different Service Industry Organizations’ Change.............................................................11
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
The skills which help to lead the individual or group of individual in an organization with
the help of different types of management methods and techniques to ensure the efficiency of the
operation. Leadership is very essential to maintain the human resources and also guide them to
produce the best outcome in performing their task in an organization. The leadership and
management in the service industry is very important as the industry is customer oriented which
will help the employees to increase the potential to provide better services to increase the
satisfaction of the customers. In this report there is in dept study about the management practices
and leadership styles adopted by Hotel Hilton to ensure the excellent services, the hotel also have
to analyze all the factors which can impact the growth and also decrease the efficiency.
P1 Classical Management Theories
Classical management theory are the traditional management techniques which help the
managers to guide the employees as in this management theory the managers have a belief that
employees have only economical and physical needs. The classical management do not focus on
the other needs of the employees which also decreased the efficiency of the employees and the
organization. The organization only focused on exploiting the human resources and making them
work to increase the profit maximization. So the theory help the management to understand the
challenges and make an ideal work environment for the employees to fulfill their needs and also
increase their efficiency. Hotel Hilton also felt the importance to adopt the classical management
theory to provide the better management productivity to the organizations and also increase the
potential of the organization to meet the objectives effectively. (Ross, 2017)
Hierarchical Structure
Hotel Hilton analyses the management have to divide the management into three parts
according to the level of authority and also the skills and potential of the employees. The first
level was the top-level management in which all the Chief executives and managing directors are
appointed, in second level all the manager, and supervisors which are also the middle level
management and is responsible to provide a proper link between the lower and the top-level
management. At the lower level management are the front line managers or the operational
managers which are majorly responsible to operate all the management of the activities of the

respective department and also report to the middle level management. They are responsible to
provide the guidance to the employees and the worker in the organization on the regular basis.
Specialization
This theory also helped the management to understand the importance of skills and
knowledge to place the right person at the right jib and increase the efficiency of the
organization.(Evans, 2017) Hotel Hilton is also understood dividing the objectives of the
organization into small parts and assign each small part to the employees which have specialized
in that and also have knowledge and skills to perform that particular task by this it will make the
management efficient and also the objectives of the organization will be achieved effectively.
This will also help the organization to avoid multi tasking for the employees and focus on only
one aspect of the operation which will also help to increase the efficiency of the employees and
provide cross departmental training to increase the knowledge and potential.
Incentives
Hotel Hilton also felt the importance to motivate the employees so that they can also
increase the efficiency of them and provide them with incentives. The theory states that the
employees will increase their work if the company will appreciate their work and also reward
them for doing their work properly. The organization also introduced the system y which they
can analyze the performance of the employees which will help the management to determine
which employees are efficient to give the incentives. By giving incentives to some employees it
also motivates the other employees to increase the efficiency and be competitive to get the
incentives as well.
P2 Roles and Different Leadership Styles
Hilton Hotel have analyzed that the organization have to adopt the effectiveness
leadership styles and so that they can provide a proper vision to the employees and also motivate
them to increase the effectiveness of the employees which will also help to increase the
efficiency of services of the hotel and increase the satisfaction of the customers. (O’Keeffe,
Ozuem and Lancaster, 2016)
Leadership Styles