Leadership and Management for Service Industry

This document discusses the different classical management theories, the role of leaders and different leadership styles in the service industry. It also reviews management and leadership styles, and explores the internal and external factors that affect the structure and management style. Additionally, it covers the current management and leadership hard or soft skills, and the future management and leadership skills required by the service industry. The document focuses on Hilton Resort as a case study.

Leadership and
management for
service industry

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
P1 Different classical management theories................................................................................3
P2 Role of leader and different leadership style..........................................................................4
P3 Review of management and leadership style.........................................................................5
P4 Internal and external factor that affect structure and management style................................6
P5 Current management and leadership hard or soft skill...........................................................7
P6 Future management and leadership skill required by service industry..................................8
P7 Different service industry towards change management system and leadership...................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
The management is most essential and effective process in terms of handling, controlling,
supervising, directing and controlling with respect of service segment. It refers as multi tasking
type of task that is utilise organised form of organisation so that they can easily manage overall
workforce management and its performance in working environment in order to pursue optimum
objective through this service industry can accomplish easily (Aboramadan and et.al., 2021).
Whereas leadership is also one effective concept in business that construct group in proper
manner so that each individual can perform in more accurate and efficient manner in order to
achieve business goal. The industry of service refers as whole organisation perform in respect for
their consumer in order to deliver goods or services to filling their actual need. The chosen
organisation in this report is Hilton Resort. This is one of the leading service provider of
hospitality industry. The report aims towards different classical management theories along with
the role of leader and different leadership style. The report included review of management and
leadership styles. It also covers internal and external factors that affect management style. The
report included current management and leadership along with future management skill.
MAIN BODY
P1 Different classical management theories
As per the theory of management it is clearly define that manager of Hilton must aim
towards maximization of overall profitability of Hotel (Atkinson, 2019). They manage all
operation in more appropriate manner so that this will aid in order to enhance actual performance
of entity in order to facilitates complete sustainability in high competition market. The
management theory is most suitable for the betterment of employee to accomplish social,
economic as well as physical need. The classical theory is refer as Frederick Taylor, Max
Weber’s and Henry Fayol. This type of theory can be classified into three segment such as top
management, BOD and executive that convey objective in the entity. The middle manger inspect

whether actual aim of Hotel is covey at low management. They act as supervisor and solve all
type of problem to run day to day operations. The classical theory is mention below-
Frederick Taylor-This is also refers as Scientific management theory that is totally
depend with respect several principle that is represented with reference by F.W Taylor. The
ultimate plan of these principle encourage method of scientific so that they can perform all
activity in efficient manner without any judgement (Chen, 2021). That is why Hilton must create
appropriate method in order to accomplish task on time. The classical management theory
facilitate more relevant success as all team and manager leads towards building up positive form
of relationship so that they can work with suitable coordination.
Henri Fayol- This type of principle is associated with Henri Fayol, that act as modern
techniques of management. Henri deliver approach of top to bottom approach. This theory is
most essential in order to pursue several type of situation as well as condition that can be tackle
by the manager of entity (Chien, 2017). This theory aid Hilton by the means to boost competence
towards role of manger. According to Henri Fayol, it must involve unity towards the command.
This will provide proper guidance through suitable direction with aspect of proper guidance to
each employee. By applying this theory, Hilton employee will perform effectively with
involvement in decision making throughout process in hotel. This will improve overall
relationship among Hilton staff.
P2 Role of leader and different leadership style
The leader of Hilton is an individual that always in form to lead, inspire, motivate or
encourage its team members. This will leads to attain more desirable type of business target.
Here leaders in Hilton aim to influence its workforce management in order to fulfil goal and aim
of Hotel. The leadership role is mention below-
 Leaders in Hilton facilitates overall maximum task which is carry out in well organised
manner and structured plan so that they can maintain optimum level of efficiency as well
as effectiveness towards their employees.
 Leader encourage, inspire or motivate number of employees so that they can fulfil goal of
Hotel so that they can expand its share of market with high number of profitability.
Leadership style that is adopted in service sector is mention below- In Hilton mainly there are
three types of leadership style is implemented.

Autocratic leadership- In this form of leadership, they direct overall policy and procedure
towards the perspective of work done by workforce through appropriate insight. The group that
is lead by this form of leadership has leads to conduct whole completed task with aid of close
supervision. But this will conduct some short or lack of less creativity and productive. This type
of leadership is most fitted in circumstances where only few time is taken for the decision
making through the leadership expertise.
Democratic leadership-This is also refers as participative leadership, here all members or
employee are more participate in decision making in Hilton. Here leader are more participative
that leads to cover more guidance within employee (Fontana, 2017). The more commitment has
been seen in this type of group. This is most suitable in desirable form where productive high
quality group will create. But it has some drawback that leader is not that much clear and
sometimes fail to communicate as it required more skilled while making effective decision
making.
Laissez Faire leadership- It also refers as Delegative, This will convey some sort of
guidance within workforce management in order to make effective decision. Here in this
leadership they gives proper tool and resources to workforce so that they can perform their all
responsibility while taking effective decision making (Gillam, 2021). They are very least
productive. Here all the work were put on the demand as in independent cooperation. This type is
most suitable where most skilled and creative employee perform and deliver value. As a result
this will not fit in circumstances where no skilled, motivation is needed.
P3 Review of management and leadership style
As per review in management and leadership style is something different type of approach
and model. The application of leadership style along with the distinctive approach of
management in Hilton. This is much related and considered both form of administrative as well
as bureaucratic type of activity associated with organisation. Here the leadership is much
connected in order to affect overall team and employee so that they can accomplish overall set
objective. This will strengthen overall self awareness into account of manager that is applied by
management and leadership style. These above mention model will conducted into strength and
weakness. Here model of leadership established among focus type of relationship within the art
of leadership. Relationship aims towards more focus leadership that leads to conduct form of
emotions, expectation that is connected with overall needs of psychological requirement among

competence, relateneness and autonomy. Here in Hilton transformational leadership consider
individual or group motivation that leads to cover more form of idealized with evidence upon
positive overall impact with proper connection towards overall performance of entity. Mangers
are much focus towards style of leadership where all exception along with problem connected
with formulation towards transactional along with common style of leadership. Aother form of
style is also adopted in context of autocratic, laissez- Faire, democratic chaotic by proper
training into practice of management and leadership style.
P4 Internal and external factor that affect structure and management style
The Internal and external factors are two type of factors that influence or affect overall
management style or structure of Hilton.
Internal Factor- The internal factor are those that can be in control within Hotel as no
matter which is associated with source of tangible and intangible (Gürlek, 2020). This is most
beneficial for Hotel in order to examine strength as well as weakness towards in management
and structure style which is linked with further action of improvement towards business. That is
why it is essential to examine more potential internal factor that can affect overall performance
of Hotel. Here management combine of planning to controlling optimum operations of business
to accomplish actual aim of entity. The style of management is particularly attached with
fulfilling target of business organisation. Several type of management style such as autocratic or
democratic aid in employee decision making. Here are some consideration about internal factor
such as-
Internal policy –In Hilton internal policy refers as credit type of application where
individual entities for accomplish business operation that is engaged in business activity. That is
why some type of rigid form of policy will affect the style of management (Huber, 2017). That is
why Hilton must executed business policy as per skill of employee so they can easily perform.
Organisational priority- This refer as optimum value that need to be focus in order to pay
more attention towards business objective or activity. This will serve actual purpose relatively
more stability in period of time as well as hoe employee will work. Sometimes priority may act
as hindrance towards employee work performance and management style.
Organisation Culture-This will belongs to appropriate beliefs, values that is been
circulated within leaders so that they can communicate or reinforce several types of employee

understanding behaviour. This will influence which type of management style will be most
suitable in order to reinforce towards proper understanding behaviour.
External Factor- The type of external factor consist of those factor that is beyond the
control of Hilton hotel. This mainly consider factor which is outside the organisation such as
Type of consumer-There are several types of consumer is attached with the business or
hotel that has different type of nature in build. This is not necessary that each type of
management style will fit to all perspective of consumer. This affects overall functioning of
management approach.
Type of supplier-It is hard to maintain relationship among each supplier with proper flow
and implementation of several types of management style and structure of the Hilton hotel.
The competition- High level of competition may influence overall objective of the hotel in
wide context (Jawas, 2017). That is why Hotel must keep eye upon changing aspect in high
competitive market place so that they can implement perfect example of management style.
Law-There are certain laws that is imposed by the government for day to day operations of
business. This will leads as hindrance in order to pursue most suitable form of management style
so that business structure will executed all laws with accountability of management style.
Economy- In country the level of economy also influence business structure that may
affected the style of management. That is why manager must implement that type of style which
boost overall economy and sale of the hotel.
P5 Current management and leadership hard or soft skill
This is most essential for team member and employees to have some effective skill related
with management and leadership so that they can accomplish ultimate aim of Hilton in more
effective and efficient manner (Luo and et.al., 2019). Here are some several type of leadership
skill that is associated with both component hard and soft.
Problem solving skill- This type of particular skill is linked with main skill of the leader
that is associated in form of critical circumstance in order to resolve particular set of creativity
along with perfect mindset. In the absence of this skill, it would be found some sort of
difficulties while managing whole operations of business. The manager of Hilton have to
perform accurate problem solving skill in order to ensure overall arrangement of business
operation as per the need of Hotel.

Adaptability and Flexibility-The skill of adaptability and flexibility aid business
productivity. Because lots of changes has been seen while practicing unexpected changes in
more quick manner with help of leadership skill. Through Adaptability, it will considered as
more benefit for company benefits towards leadership. This will enhance overall direction
towards more fascinating challenges throughout soft and hard skill.
Emotional Intelligence- The skill of emotional intelligence cover aspect of employee
protection towards uplift of best team performance to maintain perfect balance of life. This will
ensure proper wellness strong essence towards mental emotions to contribute best version to
resolve the level of conflict through soft and hard skill of leadership.
P6 Future management and leadership skill required by service industry
In Hilton the management and skill of leadership is most essential required because this will
boost the overall performance of business in their service industry. This skill ensure effective
operation of daily activity to maintain competitive edge. The required skill of leadership that can
be achieved is mention below-
 Honesty and integrity- In terms of management and leadership skill, honesty is
associated with generation of more transparency in order communicate appropriate
thought, feeling etc (MacKay, 2018). The integrity will leads to covers more work with
suitable work in ethic with suitable decision making with full of decision making to
satisfy employee performance will full of integrity.
 Delegate work-This will continue to cover recognising overall team by addressing
strength that develop more positive culture in healthy working environment so that they
will facilitates all possible outcome while fulfilling overall strength in Hotel. This will
construct overall work with full of delegate throughout member with appropriate
strengths.
 Communicate-Leader in Hilton must have proper flow of communication with
movement of incredibly innovative along with suitable technicality skill so that whole
mission and vision in Hotel will communicate within each employee by involving
concept of active listening, creative questioning as well as response influentially.
 Collaborate- At last leadership skill must consist of effectively promoting team work
with proper collaborate regards the vision of organisation (Newton, 2020). Suitable or

good form of teamwork will accomplish proper method of communication in order to
build more trust, support and motivation. This will ultimate benefits from accomplish
goal to pursue fulfilment of task.
 Commercial awareness- The skill of management and leadership will conduct through
proper commercial knowledge about the hotel industry so that they can motivate or
inspired employee towards fulfilment of actual objective of Hotel industry. This will
aid in achieving competitive edge from its competitors.
 Interpersonal skill- This will belongs to establishment of successful strong
relationship through integral. This will facilitates well known about each team member
to boost team with suitable training so that they can achieve high level managerial
ability and goal of company.
P7 Different service industry towards change management system and leadership
While comparing or contrasting several service industry, the model of Kotter’s is
applicable towards change management system as well as leadership while implementing change
in Hilton Hotel.
Create Urgency- This is most suitable idea for change that is necessary for developing
more success towards organisation in effective way. This will develop environment where most
of the individual where existing problem will develop more optimum solution in order promote
the change (Padron, 2019). This will leads to create more appropriate direction where optimum
solution will be developed. This will prepared management change in more effective process that
will cover eventual success towards change.
Form a powerful coalition- This will leads to covers more useful change within the
process so that it will direct full range of appropriate skill through more effort of experience in
order to maximise great effectiveness (Shulga, 2020). This will leads to cover more delegated
task to support change in organisation. This will collaborate in successful manner.
Create vision for change-The change towards step of initiative will convey more efforts
in terms of complication. Here employee will follow hierarchy in terms of lower end. Here is the
reason to understand more useful way to promote organisation with understanding maximum
action towards inspiration.

Communicate the vision-It will create more enough support in order to communicate
proper vision with excellent utilisation of resources and network that become part of
continuously spreading communication.
Remove obstacles-This is essential step that build more strength or action of initiative.
Regulation or legislation decrease scope of success while blocking direction to becoming barrier.
Through availability every possible resource will breakdown the areas of business.
Create short term Wins-The change process sometime act as failure in order to support
efforts of company and individual. That is why it will develop short term wins through achieving
techniques or motivation and direction by justifying investment.
Build on change- Most the change process act as failure with full competency towards
end of the project with proper range of finished. This will leads to convey more sustainable
change for longer period of time accomplishment for continuous improvement.
Anchor changes in corporate culture- This is last step that process employee changing
habit to highlight lasting effect (Yanamandra, 2020). This will encourage stakeholder in order to
promote continuous change within core of organisation. This will turn around quick process
towards management change where more attribution has been prepared while projection of long
term success.
The change management affect organisation sustainability at greater context as it is not sure that
each employee will easily adopt changes for the growth of organisation and they do not want to
come out of their comfort zone. That is Hilton work upon and focus sustainable management as
well leadership skills so that more sustainable actions of Tourism will boost actual terms of
profitability in order to successful implementation towards sustainable leadership and change of
management towards in Hilton hotel. There is a positive impact has been towards sustainable
leadership terms within service.
CONCLUSION
From the above report it has been concluded that there are several types of classical
management and leadership style is adopted by the service industry in order to boost the overall
performance of company while managing competitive edge. This will uplift morale of employee
to build more productive result in favour of company. There is great role of leader to enhance
revenue and performance level of organisation. The style of management and leadership will also
gets influenced from both aspect that is internal and external forces. The organisation must keep

on checking and conducting regular feedback in order to reduce the affect of internal and
external factor towards structure within service industry. Organisation must regular update and
improve its skill of leadership which is associated with aspect of soft and hard current
management.
REFERENCES
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