Leadership and Management for Service Industry

Leadership and
management for service
industry.

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................4
P1 Discuss different classical management theory and relate them in context to service
industry.....................................................................................................................................4
P2 role of leaders in service sector and different leadership styles..........................................5
P3 Discuss management and leadership styles in context to service sector.............................6
P4 Internal and external factors that can affect the management style and structure...............6
P5 Hard and soft skills required in management and leadership..............................................7
P6 Future management and leadership skills required.............................................................8
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Leadership refers to the potential of the leader to influence a group of people and encourage
them to work towards a specific goal or objective. The leader will help the employees to align
their goals with the goals of the company in order to move towards the common goal which is
beneficial for both employer and employee (Afsar and et. al., 2019.). The term leadership and
management is synonymous to each other as effective management is not possible without
leadership. Leaders will help the company to create a workplace that help the workforce of the
company in development and gain new skills. In context to The Ned Hotels, the hotel is a five
star hotel headquartered in London, United Kingdom. The hotel provides a combination of hotel
services as well as membership services. The hotel was established under the partnership of The
Soho House and Sydell Group. The hotel involves nine different restaurants, 252 guest rooms,
spa services, gym services, rooftop pool, club facilities, etc. In this report the difference styles of
management and leadership are given. Also the leadership and management styles suitable for
services sector are given. This report includes hard skills and soft skills that are required in an
employee of hospitality industry and the skills that can be beneficial or essential in the future
management of this industry.
MAIN BODY
P1 Discuss different classical management theory and relate them in context to service industry.
The classical management theory refers to the belief of the management that the needs of the
workers are only physical and economical. This theory focuses only on increasing the
productivity of the workforce and does not focus much on their social needs and job satisfaction
requirement (Best, S., 2020.). The theory believe in centralized leadership, centralized decision
making and specialization of labour. In context to The Ned Hotels the company follows classical
management theory along with three other theories which are given below:
Scientific management theory: This theory was proposed by Frederick Winslow Taylor. The
theory states that incentives and bonuses can be a very good motivators for the employees of the
company. It will not only motivate the employees but will also increase their productivity which
is beneficial for not only the organization but also to the employee. It will help the employee in
getting job satisfaction as well. In case of The Ned Hotels, they make sure that they are
providing adequate bonus and incentives to their employee on the basis of their performance so

that they can encourage and motivate their employees and also help them in increasing their
productivity.
Bureaucratic management theory: The theory was proposed by German sociologist and
political theorist Mr Max Weber. According to him bureaucracy is the most powerful method of
management. The theory states that the must be a clear association of chain of command. The
employees have to follow the rules provided by the company (Birasnav and et. al., 2019.). The
authority of the decisions regarding the company is in the hands of top management and the
employees only have to follow the instructions of the superior. In context to The Ned Hotels, the
company always give authority to the managers related to the workings of the company and their
respective departments.
Administrative management theory: The theory was proposed by Henry Fayol and according
to the theory the candidates or the employees of the company must be hired according to the
talent, skills and qualifications so that the company can have talented and hard working
employees. If the company employs candidates on the basis of favouritism or popularity or
unfair criteria the the company will not be able to survive in the market. In context to The Ned
hotel, they always makes sure that the candidates are hired solely because of their talent and the
employees have required qualification so that the company can have advantage in the market.
P2 role of leaders in service sector and different leadership styles
Their is an important role of leaders in the service industry as the workers are not on a set
standard working but they have to change their workings and services provided by them
according to the needs and demands of the customers (Bratton, J. ed., 2020.). Leaders are those
who convince a group of people to act according to their instructions in order to achieve a
common goal. It is leaders who align the individual's goals with the goal of the organization and
helps the individual in moving forwards towards those goals. In case of The Ned Hotels, they
make sure that the leaders of the company have convincing and consistent guidance as if the
leaders does not give correct guidance to the followers then the follower will not be able to
achieve the goal with efficiency and effectiveness.
Democratic leadership: It refers to the leadership style where the management take decisions
with the help of each and every member of the organization (Chon, K.K.S. and Zoltan, J., 2019.).
This type of leadership encourage team members to come with good ideas and help the company
in finding best decision. In this type of leadership the company believe that combined minds of