Emerging Trends in the Hospitality Industry

This report discusses the emerging trends in the hospitality industry, including different leadership styles and the leadership practices of The Savoy Hotel. It also explores organizational responsibility and responsible leadership, as well as the benefits of corporate social responsibility for The Savoy Hotel and the wider community. Additionally, it examines the social media practices of The Savoy Hotel and their implications for customer satisfaction. The report provides insights into the luxury 5-star hotel located in London, England, and its facilities and services.

Emerging Trends in the
Hospitality Industry

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Different leadership styles within organisations and The Savoy Hotel’s styles of leadership
practices.......................................................................................................................................3
Organisational Responsibility and Responsible Leadership........................................................6
Benefits of CSR for The Savoy Hotel as well as for wider community incorporating industry,
government and civil society.......................................................................................................8
Social media practices of The Savoy Hotel and implications for better customer satisfaction
and experiences..........................................................................................................................11
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15

INTRODUCTION
Emerging trends is concerned with general direction in which something is developing
and in context of hospitality it is concerned with patterns of gradual changes in the management.
This report aims at discussing different leadership styles within organisation and leadership style
of The Savoy Hotel. Leadership style refers to approach that individual and organisations adopt
while leading organisation. Later report will discuss about organisational responsibility and
responsible leadership. Organisational responsibility is concerned with approach in which
organisation has to ensure that it runs efficiently while managing benefit for all people related.
Responsible leadership is concerned with process of interacting with stakeholders and integrating
with a shared goal. Later report will also discuss about benefits of corporate social responsibility
for organisation as well as for wider community along with social media practices of The Savoy
Hotel. The Savoy Hotel is a luxury 5-star hotel located in City of Westminster in central London,
England. The hotel was opened in 1889 and has 267 rooms and has 4 restaurants along with 3
bars and provides several facilities to guests. Facilities of hotel includes in-room dining, beauty
and fitness services including swimming pool, Gym and in addition to this services also includes
other hospitality services like housekeeping, laundry and dry cleaning.
MAIN BODY
Different leadership styles within organisations and The Savoy Hotel’s styles of leadership
practices
Leadership style is style of way that leaders use while providing direction, implement
plan and undertake leadership activities. Different leadership styles are as follows-
Democratic leadership style-This is style of leadership in which leaders make decisions on the
basis of inputs and ideas collected from each team-member. In this style final decision is taken
by leader, however members of the team or organisation have important role in this leadership
style (Braden Becker, 2020). In this style The Savoy Hotel enables its employees to use their
knowledge and experience and exercise their authority within hotel.

Autocratic leadership style- This is a style of leadership in which all decisions that are taken by
leader are taken as per knowledge and understanding of leaders. In this style, members of the
team or organisation and people who report leader do not provide any kind of input to leader
before making decision. Employees are not consulted in this leadership style and they are
required to and expected to follow what decision have been taken by leader.
Transformational leadership style- Transformational leadership style involves working of
leader with employees or subordinates to identify changes needed and creates vision to guide
change. Inspirational motivation, individualised consideration, idealised influence and
intellectual stimulation are some of the elements of transformational leadership style. A leader
with transformational style considers that changes are important and integral part future and long
term success of organisation (Alqatawenh, 2018). They also have centralised focus on creativity
and innovation within organisation.
Coach-style leadership style- Coach-style leadership is one in which leaders in organisation
focuses on identification of strengths of individual and nurturing strength of each member within
team. Leaders also work on strategies through which their team can work better together and
significant focus on leader is on growth and success of each subordinate or employee in their
team or organisation. This style of highly suitable when leader are leading a team or group rather
than complete organisation because application of this style in organisation might take away
attention from other important things in leadership.
Transactional leadership style- Transactional leadership style involves a process through which
leaders’ works on bringing desired actions and results from members or subordinates through the
use or application of rewards or incentives or certain behaviour. This is a common style adopted
in many organisations and in this style of leadership, leaders have primary focus on role of
supervision, organisation and performance of employees or subordinates.
Laissez-faire leadership style- In this style of leadership style, leaders are least involved in
actions and decisions of employees or members within organisation. This means that leaders do
not make decision and allows team and members of organisation to complete tasks and achieve
goals (Glambek, Skogstad and Einarsen, 2018). In this style of leadership employees are

accountable for their actions and leaders play important role when there are any kind of difficulty
in task completion or some kind of conflict develops within team or organisation.
Leadership Style at The Savoy Hotel
Democratic Leadership Style
Leadership style at The Savoy Hotel is democratic leadership style that is also known as
participative leadership style. This is a style in which leaders at The Savoy Hotel ask for input
from team-members as well as consider their opinion and suggestions before making decisions
and implementing them in organisation. Participative or democratic leadership style is one in
which leaders can ensure that they are able to use knowledge and expertise of their employees
and this way employees also feel valued within organisation. However even after getting input
from employees leaders have their power to make final decision which is right and suitable for
organisation and its success and performance.
Participative leadership has several benefits that include better decision-making, this
means that taking input from employees allows getting wider perspective of the situation and
decisions become better (Al Khajeh, 2018). Employees feel valued, this means that when their
opinion and suggestions are considered before decision making they feel valued within The
Savoy Hotel. However there are certain elements because of which this style is not always
effective. One of the reasons is that, this style cannot be adopted and implemented when leaders
require making decisions in less-time, because it is a time consuming style. In addition to this,
this style of leadership can also create possibilities for conflicts within team or The Savoy Hotel.
Transactional Leadership Style
This is another style of leadership practices within The Savoy Hotel. The Savoy Hotel
has strong focus on performance and providing best services and experience to their guest. In this
process all their employees working in different areas and functions of hotel focuses on ensuring
that they are able to provide highest quality experience to their guests and for this The Savoy
Hotel has also established their own school to train professionals. Among all other styles of
leadership transactional leadership mainly focuses on performance of subordinates and
employees.

Transactional style within The Savoy Hotel has several benefits or advantages including
effectively motivating team for maximising productivity. Through its approach of reward it can
easily motivate teams to perform to best of their potential (Purwanto and et.al., 2020).
Transaction leadership style also helps in eliminating confusion and misunderstanding because
chain of command is clear in this leadership. Process of transactional leadership is easy to
develop and implement and follow in The Savoy Hotel. However it can limit or reduce amount
of innovation that can be achieved at every level within The Savoy Hotel.
Organisational Responsibility and Responsible Leadership
Organisational responsibility can be defined as responsibility that an organisation have
towards different stakeholders of the organisation as well as for different parties interacting with
organisation. Organisational responsibility includes responsibility of organisation for health,
safety and well-being of staff working within organisation and also people living and working
around the area where organisation operates (Zeimers and et.al., 2020). In addition to this,
responsibility of the organisation also includes that no one is at a point of risk because of
activities and operations of the organisation. A definition of organisational responsibility states
that Organisational responsibility is obligation to pursue policies, make decisions and following
lines of actions of activities that are desirable for values and objectives of the society.
Corporate social responsibility is a concept that is involved in organisational
responsibility. Corporate social responsibility is responsibility that organisation has towards
society or this also is considered as accountability of the organisation towards society and wider
community. As per concept of corporate social responsibility corporations or organisations are
not only responsible for shareholders but are also responsible for society as whole. The Savoy
Hotel is also required to fulfil its responsibility towards society and wider community and there
are several ways in which it fulfils its responsibility towards society and wider community.
In its corporate social responsibility The Savoy Hotel works in partnership with different
local institutions and support them in publishing and organisation their activities and also attract
donations for these institutions. Concerned with environment The Savoy Hotel undertakes
different several practices in which it uses energy efficient light bulbs in rooms and in addition to
this also have smart motion detectors that can monitor changes in light and air conditioning. In
order to reduce usage of water The Savoy Hotel has implemented policies in which guests can

decline daily cleaning of linens. Regarding food The Savoy Hotel work with sustainable
suppliers and food waste is recycled for renewable energy.
Regarding their responsibility towards their internal stakeholders that is their employees
they undertake different practices including continuous learning and development of employees
within various professional areas within the hotel (Sarand, Barzoki and Teimouri, 2019). The
Savoy Hotel also ensures that they support and encourage supportive and inclusive culture within
hotel. Promotion of diversity and elimination discrimination in the workplace and through these
they fulfils a very important responsibility towards society and community. In addition to this,
they also ensure not only employees but along with employees but all job applicants are given
adequate opportunity to participate in selection process. Regarding their responsibilities towards
employees The Savoy Hotel works on providing equality and fair treatment to all employees and
selection of candidates for employment, promotion, training and other benefit of the organisation
are provided on the basis of aptitude and ability.
This discussion outlines that The Savoy Hotel is working in several ways so that it can
fulfil its responsibility towards different stakeholders and wider society in most appropriate
ways. This includes organisational practices of The Savoy Hotel as well as non-organisational
practices that are specifically undertaken for fulfilling responsibility of The Savoy Hotel towards
society.
Regarding organisational responsibility public sector organisation also undertake different
practices and their practices also ensure that along with organisational objectives organisation
can achieve social objectives. Regarding third sector organisations, their key focus is to firstly
achieve social goals and then organisational goals.
Responsible Leadership
Responsible leadership can be defined as leaders’ interaction with society that is aimed at
addressing concerned of various stakeholders of the organisation and contributing to bottom lines
of economic, social, and environmental performances. Dimensions of responsible leadership
involves awareness, vision, imagination, responsibility and actions and responsible leadership
involves considering three elements in these dimension that is individual, organisational and
societal (Mousa and Puhakka, 2019). This means awareness about individual, organisation, and

society and vision for individual, organisation and society and this are part of responsible
leadership.
Characteristics of responsible leader includes
 Being able to make ethical judgements about existing rules and norms
 Representing aspiration to positive change and moral courage
 Communicating effectively with stakeholders of The Savoy Hotel
 Engaging in long-term thinking and perspective taking
 Participating in collective problem solving
Regarding responsible leadership of The Savoy Hotel organisation have undertaken practices and
policies which represent their responsible leadership. The Savoy Hotel has undertaken practices
in different areas and for benefit of different stakeholders. This includes addressing concerns of
employees and ensuring that organizational practices are as per rules in standard developed and
implemented by government. By this it contributes in doing good for society and community at
large for whose welfare different rules and regulations are developed by government. In present
times environment has become very important concern for every individual organisation as well
as Government and in order to bring positive change The Savoy Hotel undertake several
practices to reduce its impact on environment. In addition to this it also ensure that it
environment friendly practices does not affect its quality of customer services.
Regarding one of the characteristic of responsible leadership that is engaging in long-
term thinking and perspective taking The Savoy Hotel undertake several sustainability practices
considering long term thinking and long term positive impact on environment and Society
(Voegtlin and et.al., 2019). The Savoy Hotel is also ethical in its judgement about different
organisational practices and equality and diversity within organisation is one of the areas to
display ethical approach of leadership. Corporate social responsibility and approach towards
CSR is also a way through which The Savoy Hotel displays its responsible leadership.
Benefits of CSR for The Savoy Hotel as well as for wider community incorporating industry,
government and civil society
Corporate social responsibility can be defined as self-regulatory business model that is
aimed at fulfilling social accountability of the business. In other words, CSR is a concept through

which organisation integrates interests of different stakeholders of the organisation (Katie
Russell, 2018). Application of CSR is done for improving social and environmental impact of
organisation through responsible and sustainable practices. Benefits of CSR for The Savoy Hotel
are-
Enhanced brand recognition- This is one of the very important benefit of CSR for The Savoy
Hotel can enhance its brand recognition. This means that it becomes easily recognisable and
increased recognition of a brand increases possibility of attracting customers and consumers.
There are several ways in which organisations that invest into CSR and undertake different CSR
practices are being recognised and exposure for these companies is also increasing. They are
known as responsible businesses and in digital times it has become very easy to expose both
positive and negative sides of the business and practices like CSR helps in exposing positive side
of the business and increase recognition of brand.
Positive reputation of brand- In today’s business environment because of digitalisation
business and their activities has become transparent. This means that information about
businesses in easily available and in such situation through CSR practices The Savoy Hotel
becomes able to build positive reputation of brand (Briscese, Feltovich and Slonim, 2021).
Practices like CSR also enable The Savoy Hotel to attract media attention and this also
contribute in building positive reputation of brand.
Increased ability to attract talent- This is another important benefit of CSR as practices of
CSR, increased brand recognition and positive reputation of The Savoy Hotel enables it to attract
best talent. Having highly competent talent enables company to perform better in different
aspects and functions of the organisation. In addition to this, highly competent talent enables The
Savoy Hotel to undertake innovation within company and they are also more effective in
working on practices of customer satisfaction. This means that highly competent talent also
provide effective services to customers and in hospitality services, staff and their services play
important role in overall experience of the customers.
Retention of Staff- CSR is a concept that involves integrating interest of different stakeholders
of the company and employees or staff is one of the most important stakeholders of the
company. The Savoy Hotel when undertakes CSR practices it is likely to ensure that staff and

employees’ interest are fulfilled and this will lead to employee satisfaction and employee
engagement leading them towards retention in organisation. Employees also like to work in
organisation that are involved in good practices and ensures benefit of everyone associated with
them.
Increased loyalty of customers- CSR practices is about being responsible towards community
and environment and in present times, these things have managed to attract customers
(Amiraslani and et.al., 2017). This means that everyone likes to use services of the organisation
that are responsible towards community and when customers experience that organisation they
are using services are responsible they are likely to become loyal towards The Savoy Hotel.
Benefits of CSR for wider community are-
Benefit for Industry- CSR of an organisation is also beneficial for hospitality industry in which
CSR practices helps in enhancing reputation and image of the industry. Improved image helps in
attracting talent and also in accessing capital. Accessing capital for industry becomes easy
because people are likely to invest more in companies that are responsible and have positive
image in market. In addition to this hospitality industry will also become able to improve its
relations with regulations that lead to reduction in legal difficulties for the company.
Benefit to Government- CSR of The Savoy Hotel also has benefit for government. This means
that government has one of the important objectives that is creating social value and promoting
social welfare and with CSR activities The Savoy Hotel also work on these objectives (Hoi, Wu
and Zhang, 2018). In addition to this, CSR practices of The Savoy Hotel are not limited to
contribution in social goals of government but it also involves ensuring that organisation follows
all rules and regulations that have been imposed by law and government is responsible for
governing those regulations. This means that when The Savoy Hotel undertakes CSR practices
its benefit for wider community also includes government and benefit for government.
Benefit for society- There are several ways in which CSR is beneficial for civil society and this
includes contributing in progress of society. In this The Savoy Hotel has taken sustainability
initiatives through which it contributes to progress and benefit of society. In present times
environmental issues have become centre of attention and The Savoy Hotel is working in

different ways to ensure it can reduce its environmental impact and enhance environment
practices for society as well.
Focus on reducing water usage, waste recycling and reuse initiative and also involve
several other practices along with supporting local community. This way The Savoy Hotel works
on providing benefit to society and community. In addition to this some of ways through which
The Savoy Hotel works on providing benefit to society includes performing and behaving
ethically and working on improving quality of life of the workforce and also improving quality
of life of their families and local community (Barić, 2017). In benefit to society working and
donating for different social causes and financial support to charities is included through which
The Savoy Hotel directly benefit society and wider community.
Social media practices of The Savoy Hotel and implications for better customer satisfaction and
experiences
Social media is a computer-based technology that facilitates sharing of ideas, thoughts,
and information by creating virtual networks and communities. On these platforms organisations
and businesses can also communicate with their prospective customers and engage their audience
and aims at converting potential customers into customers of business. Social media also have
enabled businesses to create facility for their customers to access organisation easily and for The
Savoy Hotel, customers can directly connect with website of The Savoy Hotel and book their
room and other services (Jania and et.al., 2017). Social media plays very important role in
present marketing and business environment because it is become very important factor that
connects businesses with their customers and customers with business. Social media practices of
The Savoy Hotel are-
Developing social media aim- This is one of the important practices regarding social media that
The Savoy Hotel undertakes and this involves identifying and developing what The Savoy Hotel
aims to achieve through its social media practices and engagements. Clarified objectives make it
easier to effectively achieve all objectives on time and in best way possible.
Identifying and gaining knowledge about audience- This is also an important practice of
social media that The Savoy Hotel undertakes in which it develops knowledge and understanding
of its audience. In order to engage audience with content and marketing of The Savoy Hotel it is

very important to have knowledge about audience (9 Excellent Hotel Social Media Marketing
Strategies for 2021, 2020). Different social media platforms have different users and this affects
who are likely to be audience for The Savoy Hotel at that particular social media channel. This
means that Instagram have different users and Facebook have different type of users and having
knowledge about audience can help in ensuring that The Savoy Hotel can effectively engage
audience at different platforms.
Developing Content- This is another important social media practice that is undertaken by The
Savoy Hotel. Developing content refers to developing and create in content through which hotel
can communicate its message to its audience. There are different ways in which The Savoy Hotel
can developed effective and attractive content that can engage audience (Iankova and et.al.,
2019). Content can be created and posted in form of video image and in words. Regardless of
social media platforms that The Savoy Hotel operate on it is very important to have right content
to attract and engage audience.
Responding to comments and mentions- This is also a very important social media practice
that the Savage hotel undertakes. This involves responding to comments and mentions on
different social media sites because it helps in developing relationship between audience and The
Savoy Hotel. However all the comments does not required to be responded by organisation and
this is why it is very important to select comment that requires attention and response. Regarding
comments and mention it is very important that negative comments are handled with sincerity
and grace. This means that negative comments play very important role in understanding attitude
of The Savoy Hotel towards its customers (Nunan and et.al., 2018). This requires that negative
comments or complaints regarding hotel on social media sites are responded positively so that it
contribute in customer satisfaction and also create positive image of The Savoy Hotel.
Social media plays very important role in connecting with customers and engaging them
with content and message of The Savoy Hotel. Social media can also be used for customer
satisfaction and for better customer experience by The Savoy Hotel.
Implication for better customer satisfaction and experiences-
Quickly responding complaints and queries- This is very important element in social media in
which responding quickly to complaints and queries can help The Savoy Hotel in improving

customer satisfaction and enhancing customer experience (How to Do Social Media Customer
Service the Right Way, 2020). Complaint is result of dissatisfaction of customers and guests of
The Savoy Hotel and when they are not responded on time, it is likely to make long term effect
and dissatisfaction can get intensified. In order to ensure customers remains satisfied their
complaints should be quickly responded. Queries of customers should also be quickly responded
in which, answering and responding queries help in improving their experience associated with
The Savoy Hotel.
Being transparent- This is an important implication of social media for better customer
satisfaction and experience. This involves ensuring that in order to give fast and quick response
The Savoy Hotel does not provide any information that is either false or incomplete that can
create confusion and misunderstanding for customers. It is very important that in order to ensure
customer satisfaction and improve their experience procedure is simplified and support team is
highly efficient and customer focused (Kim and Park, 2017). It is important that their issues are
solved without making false promise to them.
Ensuring positive response- This is also a very important social media strategy that has
implication on customer satisfaction and customer experience with The Savoy Hotel. It is
important that all people are responded positively when they make queries or place complaints
about The Savoy Hotel. It is important that negative comments and disturbing complaints are
also responded positively. This adds value in experience of customers and can reduce resentment
of customers who make complaints about The Savoy Hotel.
CONCLUSION
On the basis of above discussion it can be concluded that there are several styles that
leaders can adopt and practice in their leadership. Every leadership style have their own this
advantages and disadvantages and suitability in organisation. Success of leadership style also
depends on leaders practicing leadership style and their skills and expertise. Report discussed
about different leadership styles with an organisation and style that is adopted and practiced by
leaders within The Savoy Hotel. Report later discussed about concept of organisational
responsibility and responsible leadership within organisation and also discusses their application
in The Savoy Hotel. These are important concepts in context of social responsibility of

organisation. Report later discussed about benefits of corporate social responsibility for
organisation or business as well as for wider community in which organisation operate. Some of
the benefits for organisation includes enhanced brand recognition and ability to attract talent and
for wider community benefits of these are includes progress of society and environmental
practices. Lastly, report discussed about social media practices of The Savoy Hotel along with
application for better customer satisfaction and experience through social media practices.

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