Leadership & Management for Service Industries

Leadership and Management for Service Industries INTRODUCTION .3 TASK 1.3 P1 Different classical management theories & apply these in a service Industry .3 P3 Management & leadership styles in a specific service sector organization 6 TASK 2.7 P4 Investigate the internal & external factors that influence management styles & structures in a selected service industry organization7 TASK 3.8 P5 Current management & leadership skills providing evidence from specific service sector examples8 P6 Future management & leadership skills required by the service sector

Leadership and
Management for Service
Industries

Table of Contents
INTRODUCTION.................................................................................................................................3
TASK 1.................................................................................................................................................3
P1 Different classical management theories & apply these in a service Industry.......................3
P3 Management & leadership styles in a specific service sector organization............................6
TASK 2.................................................................................................................................................7
P4 Investigate the internal & external factors that influence management styles & structures
in a selected service industry organization....................................................................................7
TASK 3.................................................................................................................................................8
P5 Current management & leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples......................................................................................................8
P6 Future management & leadership skills required by the service sector & how these can be
achieved............................................................................................................................................9
TASK 4...............................................................................................................................................10
P7 Compare & contrast different service industry organizations change management systems
& leadership in implementing change..........................................................................................10
Conclusion...........................................................................................................................................11
References...........................................................................................................................................12

INTRODUCTION
The service industry is chiefly related with the leaders and directors to attain the
operative leadership and management features for the corporate. The successful leadership
and management style benefits in enlightening the efficiency of the employees and carries
long term progress for the establishment. It too impacts the performance of the association. In
the framework of the hospitality and service industry their necessity be the appropriate
contribution of the leaders and directors to prime and stimulate the team effectually to receive
enormous productivity (Bleich, M.R., 2019). The hospitality and service industry comprises
plentiful amenities of food and drink, housing, conveyance etc. The chief drive of this study
is to recognize the leadership and Management services of the “Sheraton Park tower hotel”
established in 1973. It is a five star and luxurious hotel in London, England, UK offering high
quality services. It is situated at 101 Knightsbridge near Hyde Park designed by Richard
Seifert. In 1977 the hotel was given new name and maintained by Mahdi Al Tajir. This study
will examine classical management theories measured by the hotel and likewise recognize the
part of leader in stretch of precise leadership style. This study similarly regulates the
influence of numerous leadership and management style implemented by the hotel.
Furthermore, the study categorizes the effect of internal and external factors which inspire the
style & structure of the organization hotel.
TASK 1
P1 Different classical management theories & apply these in a service Industry
The Classical management theories are sympathetic to reserve the managerial situations
which is likewise valuable for examining the inner and outside environmental feature to take
sustainability at the whole marketplace. This philosophy providing a detailed information
which types vigorous the corporate condition and helpful to upsurge additional
accomplishment. The Classical management theory is grounded on the confidence that
workforces only take physical and financial needs. Social needs or job satisfaction are not
considered but supports a specialization of work, unified leadership and decision-making,
profit maximization. The company productivity is increased by keeping the valuable workers
in mind and sharing responsibility to provide better motivation regarding the work. There are
numerous kinds of classical management theories measured by the Sheraton Hotel which is
deliberated as-

 Scientific management theory - This theory was recognized through the Frederick
Taylor in which it learns on work performance of Sheraton Hotel. The Taylor acquired
the monetary as chief aspect which moulded the partnership midst the workers and
companies by developing cooperation. The model is principally apprehensive around the
systematic, arithmetical, scientific and operative performs in reverence of hotel to
recover their competence level effectually. The Scientific management theory is
concerned nearby the positioning the profitable attention over the individual curiosity
which can advantage in acquisition huge revenue and yields. The concept is obliging for
the Sheraton Hotel which upholds the morals in implementation of the work done
successfully by the directors such as staffing, selection, housekeeping, etc. Its
demeanours the tactical employment procedure to apprehension the capable workforces.
The theory emphases on the efficiency & proficiency of work done by the employees
(Boella, M.J., 2017).
 Bureaucratic management theory - This theory was familiarized by the Max Weber
concentrating on coherent decision making by suggesting the company features of
guidelines, procedures, and includes the pyramid of specialist, accountability and
affiliation. The status of the establishment aids in accomplishing the administrative
goals in resolute timeframe. The gratification level of the personnel is enhanced by
upholding the capabilities in the ordered structure. In the framework of the Sheraton
hotel, it is self-same obliging in educating the fulfilment level of the personnel as
dedicated task is allocated which are mandatory to track the instructions and principles
in directive to control the performance of the workers and accepts the best practices to
attain the goals.
 Administrative management theory- It was established via the Henri Fayol who is
documented as the father of the modern management. In its concept it specified the 14
philosophies of management. These ideologies helped in accomplishing the company
benefit of development, conclusion making, and process supervision. This model
assistances in increasing the competence and curtails the result of the directors and
inspires the workforces for growing the auctions, revenue. The Sheraton hotel
articulated the philosophy to importance on movement of thorough material’s and
upholding the corporate maneuvers. This is accepted by the directors and leaders in the
hotel to retain employment operative as the works is alienated midst the workers

correspondingly and deputation control and accountability for the allocated job
(Ferraris, A and et.al., 2017).
P2 Role of the leader & different leadership styles in a service sector industry context
The controller is fair alike the director becomes the work accomplished through the
workers. The frontrunner is the significant feature in the part of inspiration of the employees
by means of communiqué and management skills. The superior character relics to preserve
the communication in the association and frames the drive and purposes. The leader takes
conclusive role to safeguard the capacity of their squad so that direction can stay providing to
accomplish the goal line. The superior role benefits in decentralizing the collaboration
amongst the assistants and managers. In background to the hotel the frontrunner benefits in
expressing the policies for forthcoming development. It attends the juniors correctly
previously captivating any conclusion. The Sheraton hotel is related with the superiors and
leadership styles are-
 Autocratic- leadership style- This style is documented as leader-centered style
consuming decision-making consultant and controller by them through presumptuous
occupied accountability aimed at wholly the happenings. The superiors construct the
autonomous decisions, command work approaches, bound employee information
regards the aims. The style is valuable when the assistants are not concerned to accept
accountability. It is too beneficial when chain of command and work division is visibly
well-defined which is perceived by the juniors (Galati, F and et.al., 2019).
 Participative leadership style- It is too arbitrated as Democratic style. In this approach
the assistants are advice and their response is engaged for decision making procedure.
Here is a vigorous participation of the dependents. The cluster associates are encouraged
for captivating resourcefulness in position the strategies, guidelines and authorize
supreme contribution in conclusion making. The style is effective in framework to the
hotel when the employees is knowledgeable in regards to respective professions and
works self-sufficiently deprived of ample response. Its assistances in increase in
efficiency and safeguards occupation gratification. It generates the self-assurance,
faithfulness and collaboration between the workforces which is crucial in reaching
administrative goal.
 Free-rein style- It is also termed as Laissez faire style which delivers the
comprehensive liberty and evades generous comment. The front-runner performances

mainly as a liaison among the cluster and external the fundamentals. The assistants are
allowable to make proposal, establish and progress their own practices for achievement
of objectives inside the put down strategies and measures. In context to the Sheraton
hotel, it generates team spirit, and stimulates the employees in the direction of the
success.
In conformity to the evaluation, its being derived that all leadership style in Sheraton hotel
is implemented by the superiors. Principally, they accept the participative and free-rein style
to achieve the targets by intensify the proficiency (Greenwell, T.C and et.al., 2019).
P3 Management & leadership styles in a specific service sector organization
The administration and leadership style describes the means in which executive works
to succeed in their goal line and supports in development of the service sector company. The
Sheraton hotel apparatuses numerous administration styles which aid in satisfying the
administrative sustainability in the marketplace. The styles implemented through the hotel
are-
 Persuasive management style- This management style principally concerned in respect
to groundwork of approaches and procedures which can profit comprehensive to make
self-confidence level of the staffs. The primary benefit of the style is leisurely that
workers accept each and every teaching of their front-runner and directors so that they
can professionally develop their performance level. The style has drawback of
nonappearance in member of staff support and enlargement as centrals to one-way
communication deprived of partaking response chiefs to misinterpretation and
disappointment of the communiqué. The Sheraton hotel contemplate this style when the
leaders and superiors need to boost their personnel and formulating sustainability as
each requisition of all the approaches (Hooper, A and et.al., 2019).
 Collaborative management style – In this style the thoughts are deliberated on the
open environment formed by the organization previously captivating any conclusion.
The employees are sanctioned to gross ownership of significances which primes to
expansion in appointment, transformation and imagination. This management style
generally encompasses those outcomes which upsurge additional majority polls. The
benefit of this style is workforce senses reliable, esteemed and overheard by all
administration teams. Its principals to exposed announcement to resolution the struggle
in the office. The disadvantage of this style it is selfsame time consuming then might be

positive in the ailment when the workforces are accomplished, up-to-date and
disciplined. This style is castoff by the Sheraton hotel to partake the vigorous
participation of the personnel in respects to their sentiments and thoughts which
progresses competence and efficiency of the maneuvers (Luthra, S. and Mangla, S.K.,
2018).
In framework to the Sheraton hotel, it accepts about detailed leadership style such as self-
governing style supports in determining the advancement of personnel by safeguarding the
countless intellect of self-confidence amid the labors. It brings leadership and receipts the
proposals in directive to advance strategies, agendas and augmentation of the memberships
to complete proficiently.
TASK 2
P4 Investigate the internal & external factors that influence management styles &
structures in a selected service industry organization
The corporate has straight influence on the organization and structure over inside and
outside issues. It is compulsory for the Sheraton Hotel to deliberate internal and external
factor and inspect their consequence on the association style and structure. The factors are-
Internal Factors
 Technologies- The usage of technologies and additional software system database
restrained the indispensable share of the company. It is obligatory aimed at the
business to deliberate development knowledges and alterations in practical features.
Sheraton hotel focusses on know-hows so that it can kind obtainable equable
admittance of substantial and IT facilities to their workforces and too customers.
Technology is well-organized as the essential issue of the hotel which carries cheerful
inspiration in the working of the hotel (McCaffery, P., 2018).
 Human Resource- The human resource is similarly estimated as the central portion
of the firm. Sheraton Hotel is chiefly apprehensive about their administrators, leaders,
workers and other associates. The HR communicate some tactics and methods which
can sustenance complete in continuing their productivity. The hotel frequently
apparatuses well-ordered administrative structure which can appreciated to safeguard
distinctly and respectively job systematically.

 Effective culture - Respectively company entails a vigorous culture in which
completely the workforces can value correspondingly and wholly employee’s self-
confidence system so that they can perform appropriately with each other. Operative
managerial culture sympathetic sets worthwhile communiqué among workforces and
management so that there is less casual of misinterpretation in communiqué. Sheraton
Hotel positively undertakes administrative and pyramid culture in directive to
preserve separate activity of workforces. It comprising of standards, attitudes and
implications that personnel partake (Posner, B.Z., 2018).
External factors
 Cross cultural activities - This is well-organized as the peripheral factor of the
association which inducement the performance of the workers. Cross culture activities
can bid be opposite stimulus on the upgradation of the business so that it is calculated
the central apprehension of the managers and seniors. Sheraton Hotel skilled their
employees so that they can support worthy connection with their customers and
regulars which primes to development additional consumer indulgence.
 Legal consideration - It is obligatory for the company to reimbursement
consideration around lawmaking and rules so that they can endure all the legalized
negotiation professionally. Sheraton Hotel accompany all these guidelines, procedures
and administration which supports in shielding the intimate information of the hotel
and proposals a inoffensive endangered atmosphere to separately and respectively
fellow (Rice, A.K., 2018).
TASK 3
P5 Current management & leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples
There are numerous skills obligatory by the executive and frontrunner in the service
segment to preserve the worker performance. The skills are alienated as hard skills and soft
skills in the rapports of Management and leadership which is efficiently exploited by the
Sheraton hotel in upholding the principles.
Hard Skills

Hard skills exhibition the vigorous material and considerate of the workforces
reciprocally in practical and non-technical rapports. The hard skills are industrialized by the
workers with the assistance of operative training conferences, counseling and education.
 Computer skills - It is crucial for respectively and each team member to identify in
pardon means computer system must be functioned. As the knowhows has extensive
thought and captivating place in the economy which abridges the accomplishment of
happenings such as online shopping, expenditures and many more. It is essential for
the Sheraton hotel to obtain these services in all personnel (Salas‐Vallina, A and et.al.,
2021).
 Management skills - This is definite significant for all articles and assembly member
in the company. The director of Sheraton Hotel conducts detailed training conferences
for the employees so that they can obtain organization skills and put on these skills to
accomplish profession necessities.
Soft skills
The individual personality is better-quality by consuming the soft skills as the stage a
projecting character in the establishment. It likewise assistances in manipulating the
purchaser and customers which chiefs to turnover expansion.
 Communication skills- It takes significant character in the member’s development
and encounters physical and psychological demands of the clients in the hospitality.
Over the communication skills personnel are engaged with their customers which
progresses the buyer endorsement level. The hotel a Sheraton attain these skills which
supports in the upgrading of the presentation level.
 Decision-Making Skill -This skill is measured as the greatest indispensable soft skills
with is obliging in the improved result making. The workforces of Sheraton hotel
obtain this ability as it delivers reasonableness in the decision which benefits in
accomplishment to presumed goals and receipts operative decision (Stephenson, L.,
2018).

P6 Future management & leadership skills required by the service sector & how these
can be achieved
There are numerous organization and management skills are required to Sheraton Hotel
for the approaching purpose so that whole can efficaciously conserved their presentation. The
skills which are industrialized for forthcoming determination are-
 Innovations- This skill is additional appropriate subsequently it can advantage to
endure the innovativeness impending in the hotel. Executive and leaders of Sheraton
hotel approves revolutionary creation and facilities which provisions in enlarge their
advertising so that they can obtain long-standing success in period of upcoming.
Managerial can conduct strategic acquisition process so that they can hire extremely
talented workers which delivers numerous prizes in imminent.
 Stress management skills – This aptitude likewise include as principal responsibility of
completely the managers and leaders so that they can reserve professionally is concern
level and nervousness of their group members. Sheraton Hotel managers can character
pressure administration program which can obliging to preserve the trauma level of their
workers in directive to complete fine and to consume dynamic influence in the
development of the hotel. Managers also behaviors get together, offers elastic employed
hours, extra nourishment periods to the labors so that they can attain their accountability
underprivileged of slightly problem which principals to hopeful consequences in extent
of upcoming (Wong, C.S and et.al., 2017).
TASK 4
P7 Compare & contrast different service industry organizations change management
systems & leadership in implementing change
The change in the management is the procedure where business alterations its
arrangements, strategies, operative methods, expertise to affect modification within the
association. It is almost the studying and adapting the organization structures and corporate
process. Lewin change management model on The Sheraton hotel and Dorchester hotel.
This model projected by the Kurt Lewin connecting the three phases of unfreezing,
changing & refreezing. It is measured as appropriate style in alteration procedure as
numerous situations of modification are consciousness towards the variation, distressing
towards novel change, accept the change and regulator the change in the business.

 Unfreezing – It augment the preparedness & leaning of the workforces around the
modification. The workforces of the hotel change after existing ease zone to a detailed
transform State. The Sheraton hotel generates the mindfulness concerning the alteration
to the operate associates by allocation optimistic influence so that it can be
acknowledged efficiently. Its salaries additional consideration on the technologies. The
Dorchester hotel demeanors the conferences and meeting to generate mindfulness
concerning the novel modification (Yakovleva, N., 2017).
 Changing- It stimulates the implementations of the variations the novel alteration is
acknowledged by the workforces and deliberate the importance in the Sheraton hotel. It
involves the thoughtful preparation, suitable communication, rousing the participation
of the staffs for favorable transformation. In the Dorchester hotel the transformation
procedure is too shadowed nevertheless do not primes to abundant operative as they are
not contented to leave ease zone so that leaders and managers look about challenges.
 Refreezing- The personnel receive & approving the ground-breaking modification and
imitate the alteration as a portion of their lifetime. With the alteration the performance is
firming & strengthening towards the change by attractive the provision impending in
receipt of modification. After the altering phase, Sheraton hotel workers in assumption
receive the technical fluctuations but Dorchester hotel workforces decide to yield the
change but their estimation of considerate also overstated disapprovingly and it style
perilous to adjustment their behavior as per the practical changes (Zheng, Q and et.al.,
2017).
Contrasting in term of The Sheraton hotel and Dorchester hotel
The Sheraton hotel staffs can professionally receive the change procedure and reserve the
alteration management procedure in an appropriate manner. The Sheraton hotel is perceiving
forward to do almost oscillations in employed atmosphere so that all the staff acquaintances
can effectively to their dependable job. It primes to the sustainability and upholds the
management and leadership of the hotel. Dorchester hotel is similar prevalent and
extravagance hotel that proposal high excellence amenities to their customers and patrons so
that they can fruitfully obtain additional productivity. Dorchester hotel work members
likewise professionally receive variations as per the conditions and also include change
management procedure but in dissimilarity of the Sheraton hotel, the personnel of Dorchester
are fewer operative.

Conclusion
The conclusion has been made that the notion of the leadership and management is
actual extensive for each industry. The stretch management contracts with the persons
behavior and attitude are extremely changeable. The term leadership is a process in which
individual efforts to stimulus others to achieve goal or purposes. The hospitality and service
industry remain mainly apprehensive respects their part and similarly practise thorough
organisation and leadership skills which is sympathetic to augmentation the efficacy of the
functioning acquaintances.
References
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