Digital Technology and Management in Hospitality

This assignment analyzes the influence of digital technology on organizational growth within the hospitality industry. It explores how this technological shift has transformed leadership and management styles, highlighting the importance of both technical and non-technical skills. The study compares different leadership theories, including classical management theory, authoritarian management, and autocratic leadership, focusing on their application in the hospitality sector. Additionally, it discusses change management models like Kurt Lewin's three-step model (unfreeze, change, refreeze) and Kotter's 8-Step Change Model, emphasizing their suitability for managing technological implementations in the industry.

Contemporary leadership and
management in hospitality

Table of Contents
INTRODUCTION...........................................................................................................................3
ACTIVITY 1: EMPLOYEE MANNUAL.......................................................................................3
P1. Assessing various classical management theories and apply this in OneFineStay..........3
P2. Explaining the role of leader and various leadership style in hospitality industry and how
it influences by digital technology.........................................................................................4
P3. Reviewing the management and leadership style in OneFineStay and role of digitalisation
on the management style and employee’s motivation............................................................5
ACTIVITY 2: MAGAZINE ARTICLE..........................................................................................7
P4. Identifying internal and external factors that influence management styles and structure in
OneFineStay...........................................................................................................................7
P5. Assessing current management and leadership 'hard' and 'soft' skills..............................8
P6. Discussing future management and leadership skills and how these can be achieved....9
P7. Comparing and contrasting different service industry organisation change management
system and leadership in implementing change...................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
The hospitality industries of today are under the influence of the growing complexities
and challenges of the contemporary world that are associated with various dimensions.
Leadership and management both are the integral part of the business success as one leads the
employees and other manage the staff. Leadership and management theories and practices are
useful tool that utilise by the various organisations to improve the productivity of employees.
The selected organisation in the study is OneFineStay, a hospitality company that is based in
London. The study of contemporary leadership and management in hospitality service industry
aims to evaluate the classical management theories and leadership styles and will explore various
factors that influence management style and structure of OneFineStay. Along with it, study will
assess current and future management and leadership skills in the services sector of hospitality.
ACTIVITY 1: EMPLOYEE
MANNUAL
P1. Assessing various classical management
theories and apply this in OneFineStay
Classical management theories are
essential as they provide the basis for all
other theories of management (Akhter and
et. al., 2016). The classical approach of
management is based on the belief that
employees have only physical and
economical requirement and social and job
satisfaction requirements either are
unimportant or does not exists. There are
mainly three types of theories in classical
management; Scientific management,
Administrative management and
Bureaucratic management.
Scientific management
This theory is the study of
relationship between the staff and task in
order to redesigning the work process to
enhance the efficiency. According to
Frederick Winslow Taylor, Scientific
management basically analyse, modify and
standardize workflow in chase efficiency
and productivity. The manager of
OneFineStay can raise the degree of
production by implementing this theory and
also involve this in the technological process
of the service industry.
Administrative management
This developed by Henry Fayol and
introduce 14 principles. Administrative
management refers to six key managerial
activities such as; planning, organising,
forecasting, coordinating, commanding and
controlling. The aim of the 14 principle is to

support the manager so that they can
effectively perform their role. Management
of OneFineStay can implement this theory in
the hotel to effectively manage the staff as
well as the tasks.
Bureaucratic management
This classical management theory
focuses on the structure of an organisation
by directing the process of hierarchy.
OneFineStay implement this theory in the
organisational system in order to create an
effective, motivated and positive structure
that streamline the process. By adapting and
applying this management theories in the
workplace that will help the manager to
resolve the streamline operational issue and
also enhance the productivity of
OneFineStay company and of its staff
(Amanchukwu, Stanley and Ololube, 2015).
From all the theories, Bureaucratic
management theory is the most effective in
order to transform in effective organisational
structure in to an effective structure that
consist best style of leadership and imply all
the necessary programs to boost the
productivity of employees.
P2. Explaining the role of leader and various
leadership style in hospitality industry
and how it influences by digital
technology
Definition of leader and manager
Leader: Leader can be defined as the
person who influences his subordinates to
achieve a specific objective. In other word
leader can be define as an individual who
leads, commands an organisational group.
Manager: Manager can be defined
as the person who manages the organisation
and is responsible for planning, directing,
coordinating and controlling. In simple
terms managers can be define as a person
who is responsible for administering or
controlling an organisation.
Role of leaders vs. Role of manager
In hospitality service industry, role
of leader is to instruct as well as guide the
staff. In Context of OneFineStay hotel,
leader's role is to solve specific issue faced
by the guests in the services and problems
faced by staff in performing task. The role
of leader in the hotel is to communicate the
necessity of implementation of digital
technologies and after implementing the
digitalisation in performing and directing the
followers.
On the other hand, Role of manager
in OneFineStay is to develop effective plan,
manage the staff, marketing the services and
administrating hotel services. The role of
leader is influenced by digital technology
(Bush, Bell and Middle wood, D. eds.,
2019). It enables them to do their role more

effectively by using different technologies
such as in marketing the services, in
business development.
Leadership styles
Leadership style is referring to an
approach that enable leaders in the service
sector industry to provide direction and
guide the staff. There is various leadership
style that appears effective for the leader in
OneFineStay;
Autocratic leadership
In this style leader have all the
control on the activities of the subordinates
as well the decision-making power is only in
the hand of authoritarian leaders. In the
context of OneFineStay hotel, authoritarian
leaders take important decisions on their
own that enable the leaders to take effective
actions quickly. In the situation of taking the
company towards digitalisation, this
leadership style work effectively as it
encourage the followers to maintain the
discipline and reduce any conflicts in that
situation.
Democratic leadership
This kind of leaders are participative
nature and allow the staff of hotel to bring
their ideas and thoughts that encouraged the
employees and make them feel valuable.
Leader in OneFineStay, can adopt this style
to get suggestions and valuable ideas in the
operations and they can able to take
decisions.
The digital technology influences the
leaders that help them to become a better
leader. It influences the way to lead the
followers (Herman, 2016). The digital
leadership style fosters technological
innovation. With the change service sector
making in their services by transforming
people and make them more digitalised,
leaders and organisation in service sector
industry are required to need to understand
the internet era.
For example; Implementation of
digital technology bring various changes in
the organisational structure and day to day
activities in that situation leader is
responsible to lead the change and manager
is responsible for managing people and
ensure that the workforce is getting proper
training to work effectively in the change.
P3. Reviewing the management and
leadership style in OneFineStay and
role of digitalisation on the
management style and employee’s
motivation
In OneFineStay hotel, leadership and
management styles ensures that the task has
been fulfilled in effective manner and also
ensures consumer's satisfaction. Review of

the leadership style adopted by the leader in
OneFineStay hotel;
Autocratic leadership style: The
leader in OneFineStay are changing their
style by authoritarian and centralise their
power of taking decisions on their own.
Complete authority is in the hand of leaders
as well as all the control (4 Different Types
of Leadership Styles, 2019). The leader does
not delegate their responsibility to their
followers. By adapting this leadership style,
management of OneFineStay ensures that all
the tasks and activities is done as per the set
standard by the leaders while adopting
digitalisation in the organisation. Along with
it, the leader is also utilising the reward
policy to influence the staff to make their
significant contribution in accomplishment
desired business objectives. The main
benefit reviewed is quick decision-making
ability that is essential for handling the
dispute. But it also has been analysed that
leaders are required to adopt democratic
leadership style that enhance the morale of
the staff and lead the followers by standing
with them and guiding them closely towards
the changes arises through digitalisation. For
example; OneFineStay is planning to change
their activities and way of serving people by
implementing new technologies. The change
may accept or not accept by people working
in the company and conflicts might be
develop. For managing people effectively
with maintaining discipline, autocratic
leadership style is the most suitable.
Role of digitalisation on the management
style and employee’s motivation
Management of the company is
responsible for manage the people and
productivity and image of hotel. The two
types of management style adopted by the
manager of the hotel is administrative
management style and authoritarian
management style. Manager adopt Maslow
Hierarchy of need theory to motivate
employees of OneFineStay. By
implementing Maslow theory, manager is
able to motivate its employees by fulfilling
their needs and wants. The digitalisation is
become a need of the staff in terms of attain
the goal and management is responsible to
provide proper training to the employees so
that they feel motivated and capable to
perform the task given by management.

ACTIVITY 2: MAGAZINE ARTICLE

P4. Investigating internal and external factors that influence management styles and structure in
OneFineStay
Internal and External factors influence management style and structure. The internal
factor can be analysing by SWOT analysis. OneFineStay hotel its prominent position and with
the help of analytical tool, manager able to identify the dominant factors that influence
management style. There are various factors that influence style of management such as; internal
capabilities of the organisation as well as employees, furthermore, consumers, stakeholders, etc.
INTERNAL FACTOR
Strength Weakness
 OneFineStay has superior performance
in the market place.
 The hotel focuses on continuous
innovation in each and every field that
enable management to develop various
style as per the situation.
 The hotel have strength of technical
adaption in the organisational structure.
 The one of the biggest weakness of the
hotel is that they do not have effective
and proper financial planning that put
pressure on the management to manage
the organisation effectively.
 Employees are not continuously
trained.
Opportunity Threat
 Manager of hotel have opportunity for
attract new consumers from online
channel.
 New and advance technology provides
an opportunity to the hotel in service
sector industry to meet consumer's
need and management can implement
new technologies in their style.
 Changing trend in the service sector
and especially in hospitality industry is
a threat for the hotel.
 Competition is at the increasing level
that is a threat for the hotel and
influence the management style.
EXTERNAL FACTOR

There are many factors present outside of the hotel industry that have no control or less
control of the management;
 Globalisation: The hotel is global industry and the globalisation factor influence the
style of management and structure in positive and negative way. At global level,
management is required or pressurise to change their style (Thorpe, 2016). Changes in the
management style can have significant impact on the organisational structure.
 Digital and innovation disruption: Technology is changing and getting advanced day
by day. If the Hotel is not able to adapt the changing and in-trend technology it can
influence the function of the hotel as well as management also have to change their style
that enable the organisational structure to adopt the digitalisation and encourage
continuous innovation.
P5. Assessing current management and leadership 'hard' and 'soft' skills
MANAGEMENT SKILLS VS. LEADERSHIP
SKILLS
The current management and leadership style enable to provide effective and valuable
evidence to the hotel such as hard and soft skills. The three main things done by managers are;
plan and budget, organises and set up the structure, control and sole the problems. On the other
hand, leader do three main things; establishes direction, aligns people, motivates and inspires.
The management skills require to manage resources and people to deliver the products
and services and leadership skill require to engage with the employees and persuade them to
'buy-in' to a vision or goal.
HARD SKILL OF MANAGEMENT VS SOFT SKILL
OF LEADERSHIP
Hard skills
These skills are measurable and teachable that are easy to quantify and generally seen in
the manager; Technical skill: This skill is considered in the hard skills. This help the management in
implementing digitalisation in the hotel. By implementing digital technology

management is able to enhance the productivity of the hotel. Other than that the technical
skill helps in improve the services provided to guest by the hotel. OneFineStay is a small
industry in hospitality sector and this skill will enable the company to market the brand
name by continuous innovation.
 Marketing skill: There are various marketing activities that done by the OneFineStay to
promote the services and products. This is effective skill that manager utilises various
channels to market the services effectively. OneFineStay is implementing the digital
technologies in their services, marketing skill will enable the manager to effectively
market the services through digitalisation.
SOFT SKILLS
Soft skills are harder to manage and generally leaders contain these skills; Team work: Team work is essential soft skill that leader has to develop or learn. Team
work support the process of implementation digital technology in Hotel. This skill can be
built in employees by communicating vision of team development and team work. As
company is implementing digital technology and aims to provide best services to the
consumers. Thus, this skills is the most essential to reach the goal effectively.
 Communication skill: This soft skill is essential to motivate employees. This soft skill is
important for the staff of OneFineStay that help in effective communication is help to
convey right message to others like customers and employees. If company wants to make
consumers connect with the company, this skills is a must that enable manager to
communicate with population through marketing or to manage people.
P6. Discussing future management and leadership skills and how these can be achieved
The existing leadership and management skills are effective but with many changes, they
are also required to change or adopt new style for future growth and betterment.
MANAGEMENT SKILLS
There are different skills that is require to adopt the manager of OneFineStay that help
them in to manage all the activities at workplace. Future management skills are as follows;
 Problem solving skills: This skill is requiring to adapt by the manager of OneFineStay to
improve any issues regarding change management, employees and whole organisation.

Manager of the hotel faced many issues in regarding performance of employees, guest
satisfaction, etc. this will help them to resolve the problem. This can be achieved by
observing another successful manager.
 Critical thinking skills: These skills help management to think out of the box. By
adapting the critical thinking skills, manager of OneFineStay able to develop possible
solutions in the critical situation (Hristov and Ramkissoon, 2016). This can be achieved
by discussing with the employees and getting ideas from them.
LEADERSHIP SKILLS
There are various leadership skills that is necessary to adapt by the leader of OneFineStay
that help them to lead the followers effectively. Future leadership style is as follows;
 Motivation skills: The changes after implementing the digital technology in the hotel can
lower down the morale of employees in first, in that situation leader is require to have
motivation ability to encourage the followers. This can be achieved by improving
communication skill.
 Communication skills: Communication skills is effective for interacting effectively with
the followers and to convey the messages to the team members. Communication skills
help to influences and encourage the staff. This can be achieved by taking training.
P7. Comparing and contrasting different service industry organisation change management
system and leadership in implementing change
Organisational change management system and leadership are integral part of
implementing change.
There are various change models are available that help manager to manage the changes
by using Kotter change model. The model of change management include eight step process;
 The very first stage is Creating a sense of urgency of task that help. By this manager
enable to communicate importance of changes with the people in Hotel.
 Forming guiding coalition is valuable and effective for managing tasks at workplace.
under this step manager guide employees regarding the changes.
 Developing vision and strategy help in to understand the work of management and
leadership by implementing the change model (Successful Change Management —
Kotter’s 8-Step Change Model, 2019).

 Fourth step is communicating the vision, by this leaders and manger of OneFineStay able
to communicate the changes and handle the concerns and issues.
 Leader and manager ensure that organisational process and structure are in aligned with
the overall organisational vision. And identify and remove any barriers.
 Create many short term targets instead of one long term goal enable managers effectively
manage the change task effectively.
 In this step, managers achieve continuous improvement by consolidating gains. At that
employer take fast decision for the work.
 Lastly changes are made and manager make effective and valuable changes as per
requirements in the organisation and in style. By this OneFineStay manager manage the
changes in organisation.
On the other hand, Hazev, Haz and Tas hotel manage the changes by implementing Kurt
change model that include three step; unfreezing, changing and refreezing. Manager of the Hazev
hotel manage the change that are related to the technological implementation. In the first stage of
change i.e. unfreeze, organisations are require to accept the change. In the second stage, people
in the hotel began to resolve their uncertainty and look in to new ways to do things. And lastly in
the third stage, changes are taking shape and people have embraced new and effective ways of
working.
From both the model, Kotter change model is the most suitable for the specific situation
and for managing the change effectively. The steps will enable manager to understand the change
and take decisions accordingly.
CONCLUSION
From the present study it has been evaluated that digital technology become an important
part of the organisational growth and it has changed the style of leaders and managers in the
company. In the today's complex business environment both technical and non-technical skills
are necessary. The skills are divided in the management and leadership category. The classical
management theory is one of the best scientific theory that can be adapted in hospitality industry.
Manager of OneFineStay adopted authoritarian management style and leader is of autocratic
leadership style.

REFERENCES
Books and Journals
Akhter, S. and et.al., 2016. Leadership and Management of Associations. In The Palgrave
Handbook of Volunteering, Civic Participation, and Nonprofit Associations (pp. 915-949).
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Amanchukwu, R. N., Stanley, G. J. and Ololube, N. P., 2015. A review of leadership theories,
principles and styles and their relevance to educational management. Management. 5(1).
pp.6-14.
Bush, T., Bell, L. and Middlewood, D. eds., 2019. Principles of Educational Leadership &
Management. SAGE Publications Limited.
Herman, R. D., 2016. Executive leadership. The Jossey‐Bass handbook of nonprofit leadership
and management, pp.167-187.
Hristov, D. and Ramkissoon, H., 2016. Leadership in destination management
organisations. Annals of Tourism Research. 61(C). pp.230-234.
Thorpe, R., 2016. Gower handbook of leadership and management development. CRC Press.
Online
4 Different Types of Leadership Styles. 2019. [ONLINE]. Available
through:<http://www.yourarticlelibrary.com/business-management/4-different-types-of-
leadership-styles/2550>.
Successful Change Management — Kotter’s 8-Step Change Model. 2019. [Online]. Available
Through: <https://www.leadershipthoughts.com/kotters-8-step-change-model/>.