Leadership and Management For Service Industry

Leadership and
Management For
Service Industry

Table of Contents
Introduction......................................................................................................................................1
Task 1...............................................................................................................................................1
P1 Assess different classical theories of management and associate these theories in the
service industry.......................................................................................................................1
P2 what are the distinct role of leaders and leadership styles used in the services industry. .2
P3 Review and assess management and leadership styles in the Waldorf Astoria................4
Task 2...............................................................................................................................................5
P4 Assess and identify the internal and external factors that influence management styles and
organisational structure in Waldorf Astoria Hotel and Resorts..............................................5
Task 3...............................................................................................................................................6
P5 Assess current management and leadership “hard” and “soft “skills along with the
supported evidence from hospitality industry........................................................................6
P6 Discuss future management and leadership skills required by the service sector and ways
to attain them..........................................................................................................................7
Conclusion.......................................................................................................................................8
References:.......................................................................................................................................9
Books and Journals.................................................................................................................9

Introduction
Leadership and management are the two terms that are often used interchangeably due to
their overlapping functions and regarded as same mistakenly but these two terms differs in their
essence and possess unique set of functions, characteristic and skills. One of the prime
differences between leaders and managers is that unlike managers, leaders does not necessarily
hold significant position into the organisation, leaders can be anyone. Leaders are meant to
influence and guide people to understand and believe in the vision of company set by them and
follow them due to their personality, behaviour, traits, beliefs and values (Rogers, 2019). On the
other hand, manager is a member of a company with a certain responsibility to administer work
and ensure that things are done as planned. They are responsible for carry out four primary
function of management which are planning, organising, controlling and directing. Waldorf
Astoria Hotels and Resorts is a five star hotel with a blend of modern luxury and Victorian style,
on an icon Princes Street of Edinburg, United Kingdom, founded in the year 1903. It is renowned
for its proximity to several UNESCO world heritage sites and is a home to UK’ only Guerlain
Spa, an indoor swimming pool with a sauna and steam room. The objective of the report is to
identify classical management theories and leadership styles, factors which influence the
management and leadership style along with the assessment of current and potential management
and leadership skills in service industry.
Task 1
P1 Assess different classical theories of management and associate these theories in the service
industry
Classical management theory of management was developed during the time of industrial
revolution with the intention to enhance the productivity within factories and other business units
(Boisselle, 2020). Classical management theory is a significant style of management, which is
beneficial for the service industry like Waldorf Astoria, focuses on hierarchy, specialised and
single leadership styles to maximise the efficiency. The classical management theory is based on
some principles such as:
 Prime goals is productivity;
 Increased profit is first priority;
 Decisions must be made by single authority;
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 And task should be given as per the skills and expertise.
Classical Management theories
Scientific Management theory: F.W. Taylor is the first management thinker and father of
scientific management who find out some scientific methods through various experiments to
increasing efficiency of employees at workplace. The main purpose of his theory is to select best
way to complete as task and suggested four principles to make managers understand how to
choose best process way and increase productivity of employees (Wang and et. al., 2021). Waldorf Astoria analyse the each work and suggest best way to do it. Employees in the hotel are selected wisely along with necessary training to complete
task. Managers look out the workers at each stage to ensure that they are on right path; and Work is divided among employees as per the areas of expertise, interest and experience.
Bureaucratic Management theory: Bureaucratic management style is common seen at public or
private institutions which are based on the concept of managing organisation under hierarchy of
positions. Max Weber, a German Sociologists suggested how authorities work and organisation
should operate with division of labour in clearly defined authorities. Waldorf Astoria Hotels and
Resorts operate with clearly defined rules and regulations through impersonal relationship
between managers and employees. With this theory hotel provide rewards on the basis of
performance of employees rather than favouritism and helps in building rationality in
organisation culture (Zhang and et. al., 2019).
Administrative management theory: Another significant classical theory is administrative theory
which is a best way to organise things in a systematic manner. Waldorf Astoria Hotels with this
type of theory makes clearly division of labour as per specialisation, defined roles and
responsibilities with best way to do, and hierarchical structures with a idea of who reports to
whom. The objective behind this theory is to enhance the level of performance and smooth
functioning of an organisation.
P2 what are the distinct role of leaders and leadership styles used in the services industry
Leaders are the influential personalities who inspire and motivate the workforce through
their traits, behaviour, beliefs and value system. With their leadership qualities, they make
comprehend and believe in the vision set by them, take interest in the success of their follower
and support them in achieving goals through trust, confidence and better relations.
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