Classical Management Theories and Leadership Styles in the Hospitality Industry

This report discusses classical management theories and leadership styles in the hospitality industry. It explores the application of bureaucratic, scientific management, and human relations theories in service organizations like Marriott hotel. The role of leaders and their leadership styles are also examined, along with the factors influencing different management styles. Additionally, the report evaluates current and future management and leadership skills for the service sector, with a focus on hard and soft skills. The importance of change management and sustainability in the hospitality industry is also discussed.

HOSPITALITY

Table of Contents
INTRODUCTION...........................................................................................................................3
LO1: CLASSICAL MANAGEMENT THEORIES AND LEADERSHIP STYLES.....................4
P1: Classical management theories and applying them onto service industry............................4
P2: Role of leader and leadership styles in service industry........................................................5
P3: Management and leadership style in service sector..............................................................6
LO2: FACTORS INFLUENCING DIFFERENT MANAGEMENT STYLES..............................8
P4: Internal and external factors that are related to the organisation...........................................8
LO3: CURRENT AND FUTURE MANAGEMENT AND LEADERSHIP SKILLS FOR THE
SERVICE SECTOR......................................................................................................................10
P5: Hard skills and soft skills....................................................................................................10
P6: Future leadership of the organisation..................................................................................11
LO4: MANAGEMENT AND LEADERSHIP SKILLS...............................................................12
P7: Change management...........................................................................................................12
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................16

INTRODUCTION
Hospitality industry is the fast growing industry across the world. This industry deals
with hotels, rest rooms and restaurant. Under this industry customer are provided services by the
hotels in return of money. Marriott hotel is one of the leading multinational hotel. This hotel is
present in various countries. Workforce of this hotel is very well trained. They provide effective
services to their guests so that they can receive good experience. This report will discuss
classical management theory and role of leaders in the organisation. Different leadership style
will also get discussed in context of service industry. Further will evaluate internal and external
factors which can impact management style of the organisation and access latest hard and soft
leadership and management skills. This report will also discuss future skills which can required
by leaders and management and how it will achieve. Service industry organisation will be
compared with change management systems and how leaders implement sustainability.
LO1: CLASSICAL MANAGEMENT THEORIES AND LEADERSHIP
STYLES
P1: Classical management theories and applying them onto service industry.
Bureaucratic theory:

When any company is formed then it makes its rules on the basis of their organisational
structure. This theory is related with formal hierarchy under which responsibilities are delegated
to the departments and individuals. This practice is done by central administration. Max Weber,
1905 has developed this theory (Solomon and Steyn, 2017). This theory is famous and used by
various organizations which include both private and public sector in order to attain
sustainability. Service sector like Marriott hotel is using this theory because they believe that
company can achieve success only if they delegate their responsibilities. Division of labour is
also important thing as labour should be divided in separate department on the basis of
knowledge and skills. Company should break the work and delegate the work to those who can
manage it. Division of labour is the main thing in this theory.
Scientific management theory:
This theory is developed by Frederick Winslow Taylor which provides direction to the
organisation so that they can do their task with the help of engineering and scientific analysis.
Service industry can also use this theory in order to bring learning attitude in the organisation. In
this new era, technology plays vital role in achieving success and sustainability in the
organisation. When company will adopt mathematical analysis then they will get best outcomes.
Marriott can use this theory to do research, change recent methods and statistics will also help
them in comparing with other hospitality industry (Majhi and Dansana, 2021).
Human relations theory:
This theory is developed by Elton Mayo which concentrates on human relations. Although it has
took almost a century to understand that workers are also humans. They should have treat by
service sector fairly and equally (Day, 2019). No discrimination should have done with
employees on the basis of age, gender, sex, caste, race etc. this theory says that employees should
have satisfying life and if company will give them freedom or independence then they can solve
their conflicts. Problem solving can easily take place if organisation will start listening to the
issues which is faced by their workers. Marriott should also start agreeing with the viewpoint of
their employees because young and fresh talent will help company in their growth by providing
new ideas and also help them to attain sustainability.
P2: Role of leader and leadership styles in service industry
Leaders are very important in the organisation because it leads the team which consists of
team members (Kevin. E., 2021). Leaders have various role in the organisation like coaching it is

the primary work of leader to provide direction to the employee so that they can accomplish
tasks effectively and timely. In order to prepare employees for the future role, leaders should
have started to train them today. For sustainable leadership courage is important, leaders should
have design such business leader which contribute something to the society and does not hurt
them. Such strategies should be made by the leaders so that sustainability can be attained.
Leaders of Marriott should check that business activities which is carried by them does not create
pollution in the environment. Another role of leader is to become facilitator. As a leader they
must make things easy for their team members. Leaders of Marriott should organise meetings in
which they should address issues of employees. Leaders have to act as facilitator so that work
can flow better and morale of employees also gets increased. Effective leaders becomes role
model for their team members and to become effective leader, it is very important to understand
problems of team members.
Leader also have to become strategists.
Leaders should have think big and provide proper direction to their employees so that they can
achieve desired results. Vision of leader should be also clear as they should have know that
where they are going and what matters for the company and to their team. They should also
focus on sustainability aspect. Sustainable leaders are the leaders which focuses on society,
environment and also helps company in achieving sustainable goals. If company will achieve
sustainability then they will survive in the market for long run. So that is why they should
conduct their business activities in such a manner which does not hurt environment and
humanity. Leaders are also the decision maker for their team. As a leaders one must have to
make hard choices. Leaders should be firm and does not afraid to take tough decisions. As
effective decisions will only help organisation to achieve success. Leaders should also acts as an
influencer if they want company to sustainably grow. Through their activities leaders should
influence team members in a positive way. When leaders will behave positive and only they can
spread positivity in the organisation. Leaders should not understand them as the head of the team
always because they can become teammate too. Leaders should have understand that when they
have to provide opportunity to others to take lead in this manner they prepare future leaders for
the company (Niknazar and Bourgault, 2017). When the workload is excess then they should
have participate in the team so that work can get distributed.

Leaders of Marriott hotel should have also start delegate work because they cannot do all
the work on their own. Leaders have to delegate some roles to their employees and should have
train their team members in such a manner that they can perform big tasks in the organisation.
Leaders should be also effective listener, as some leaders thought that all they have to do is
talking but it is not true and best leaders are those who listen more and talk less. Observation is
the major responsibility of the leaders because by observing the members only leaders will
decide that what they are performing is right or not and where there is the scope for
improvements.
Being effective leaders is not only sufficient but they should have also use effective
leadership style which is democratic leadership style. As leadership style will decide and also
guide leaders regarding how to direct team. As in democratic leadership style employees have
involvement in decision making but in autocratic style they are not asked to give opinions before
making any decision (Krauze and Wagner, 2019). Leaders of Marriott should have also opt such
leadership style which will help to achieve tasks. Leadership style is nothing but the method or
process which is followed by the leader to handle their team. As per research it is proved that
leadership style leads to failure or success of tasks. So at the time of choosing leadership method,
leaders must have carefully decided.
P3: Management and leadership style in service sector
Leadership style-
Democratic leadership style:
In today's times majority of companies are using this style. Under this leadership style,
leaders of Marriott involve their team members in decision making process. Employees are asked
by the company to share their views and opinions before taking any big decisions. This will
motivate employees because they think that company is valuing them and that results in
increasing productivity. This style will also give benefit to the company because they will get
new and innovative ideas by young and talented employees and also helpful in achieving
sustainability. Although final decisions remain in the hands of top employees only but other
employees are involved in making decisions (Gandolfi and Stone, 2017). This style also builds
trust and enhance cooperation amongst the workforce.
Marriott has adopted democratic leadership style as company believes that they want to give
every employee chance to share their opinions while taking decisions because this will help in

making effective decisions and also attaining sustainability. This leadership style is of high
quality leadership style which is helpful in achieving sustainability. Sustainability is the factor
which is important for long term survival of the company. When company will take care of
society and environment then it will also helpful in improving their image or reputation. So that
is why leaders of Marriott train their team members in such a manner so that they can contribute
in achieving goals which helps in attaining sustainability. Sustainable leaders can only help
company to attain sustainability related goals.
Management style-
Laissez faire style:
In this management style managers delegate work to their employees by providing them
very little supervision (Alonso‐Almeida, Perramon and Bagur‐Femenias, 2017). These kinds of
managers do not manage employees all the time because they spend their time in dealing with
complex projects. Marriott also follow this management style because they have highly
knowledgable and trained workforce which can work without any direction. This management
style can be adopted if the team members have good experience or is highly trained. Although
this style have some negative points also like it can reduce productivity if employees are not sure
about their managers expectations or this style is also bad for such team members which require
continuous motivation. As under this style, employees are free to make their choices. It fosters
qualities of leadership in the team. It also promotes healthy work environment where everyone is
free to take decisions and no one is bounded by the managers.
This management style motivates employees to achieve sustainable goals. Sustainability is
important for many reasons like environment protection, economic and social development.
Marriott eliminates those business activities which damages the environment. They have also
started using renewable energy. As there are limited resources so it is very important to use every
resource properly. Then waste management is also important to attain sustainability. Marriott
knows it very well and have such workforce which helps them to manage waste properly. Waste
management is also helpful in protecting the environment. As clean environment will promote
green environment.

LO2: FACTORS INFLUENCING DIFFERENT MANAGEMENT STYLES
P4: Internal and external factors that are related to the organisation
SWOT analysis: The internal analysis with regard to any organisation will revolve around the
swot analysis. SWOT analysis will bring about the internal strengths weaknesses opportunities
and threats that are a part of organisational performance. The Marriott Hotel that is chosen in this
regard is one of the best Hospitality Management is described in this report. the swot analysis of
the organisation is as follows:
Strengths: Strength something that are owned by the consequences that are being tackled by the
organisation. Strength will also determine the growth prospect of the organisation to a level up to
which it can be recognised and a reputed one. The strength of the organisation lies in its brand
recognition where it has attend to be one of the most reputed Hospitality Management sector.
There are a lot more technical innovations that are being improved and improvised by the
organisation to such an extent that it has been upgraded to a very new level (Bodkhe and et.al,
2019). There is a good employee retention and the workforce is also stipulated to be around
something which is required. The presence of the hotel is in almost 70 countries and that has
been added benefit for the organisation. All the there are certain brands in which the Hospitality
Management is striving hard to move ahead at the organisation Marriott Hotel is said to be one of
the well-furnished aspect and that is its major strength. The strong sustainability in this regard
will fall in regard to the maintenance of human capital which is a must in regard to hospitality
management.
Weakness: weaknesses are the loophole that are identified in the organisation and that are to be
corrected at all the times because this might be added as the threats to the organisation. The
weaknesses that lie in regard to the organisation Marriott Hotel will almost to deal with the
competition that has been established as a part of change in the market share. The global
expansion of different organisations can lead to obstruction that is in the part of Marriott Hotel.
The weak sustainability lies in the economic environment of the organisation where the finances
will have to be initiated and will have to be taken care about by the organisation.
Opportunities: the opportunities that lie in regard to the Marriott Hotel will be the ones that will
portray its potential in the emerging markets. Also there are certain innovations that are being
tackled by the organisation that will lie in its customer services. The customer service of the
organisation Marriott Hotel is so over the that it is an added benefit and will bring about good

amount of turnover. The interiors of the hotel are well furnished and that has been added benefit
and its hospitality management is one of the pro that has been added to the list. The sustainability
in this regard lies in the finance offerings where it will have to work upon the financial measures
to withstand the fall in finances.
Threats: the Great with regard to the organisation Marriott Hotel will lie in the entry of new
organisations into the international brands (Omar, 2019). There is a strong competition that is
being started by the organisation and therefore the price point will have to be taken care about.
The growth stagnated and that will have to be identified and will have to be worked upon. One of
the threat that is faced by the sustainable standards in terms of threats with regard to organisation
is that the labour disruption. The labour disruption in the organisation will have to be maintained
with utmost care such that they can work over a long run.
PESTEL Analysis: The pestel analysis will bring about the external environment of the
organisation and the factors that are affecting the organisation. The PESTEL analysis stands for
political economic social technological legal and environmental factors that are a part of
organisational framework. It is also an imperative atmosphere that can be portrait in identifying
the choices that are to be taken care about by the organisations. The PESTEL analysis of the
organisation Marriott Hotel is as follows:
Political factors: the Marriott Hotel is present in almost 130 countries and this is an added
benefit for it to make a good revenue. Since its presence is in more countries there are different
governments that are ruling over the countries. The political factors that are falling in this regard
will be the change in government policies since there will be a regulation that is acting in the
country that is stipulated. The sustainability towards obeying the norms of government will
maintain overall efficiency of the organisation.
Economic factors: economy is one of the major regulation that will have to be taken care about
and that lies in the performance of the organisation. At present the organisation Marriott Hotel is
operating in those terms where there are certain fluctuations in the local currency. This is added
to be one of the probable factor and significance in the drop down of economy. To lift economy
will be one of the sustainable measure where the organisation will have to deal with probable
measures to get oriented. There also recent cuts and restrictions that are acting on the economic
policies of the organisation and a slow movement is going on.

Social factors: social factors that are being faced by the organisation with regard to the society as
well as the community. The customers prefer a certain brand and the Marriott Hotel is one
among them. The hotel is being accepted by different communities and commodities and the
price strategy will also vary from minimum to luxury. Most of the sustainable pricing strategy
will only revolve on luxury to premium and therefore it is preferred by economic class people.
Technological factors: technology is rapidly increasing and therefore there are third-party service
providers that are in regard to the organisation Marriott Hotel. The hotel is also in charge of
organising loyalty programs and schemes in order to train their employees with the fact of
emerging technologies. This has also reduced the retention and also increasing the level of
sustainability with which the employees are working.
Legal factors: the legal factors that are in regard to the organisation are being perfectly and hands
and therefore the Hotel Marriott is said to be one of the personal information that is gained from
different sources (Cunill and et.al, 2019). Certain investigations are made in order to move ahead
with the loyal terms and conditions with which the organisation as operating and their thought
and finds that are being imposed on this organisational sustainability.
Environmental factors: environmental factors are those regulations that will impact an
organisation to work on a sustainable basis. According to the environmental factor the Marriott
Hotel is as of now working on good terms but it will have to decrease its plastic consumption
into certain units that are being mentioned. There are no such elements that are harming
environment but still the organisation will have to work upon eradicating those that are
impacting sustainability.
LO3: CURRENT AND FUTURE MANAGEMENT AND LEADERSHIP
SKILLS FOR THE SERVICE SECTOR
P5: Hard skills and soft skills
Soft skills: soft skills in the organisation will comply upon the fact that will lead to customer
interactions. The Marriott Hotel is in charge of moving against the pursuit of not treating
customers in a polite manner. The soft skills in this regard will revolve more into interactions and
the empathy that will have to carry forwarded in a relationship management industry. The role of
Human Resources Manager is being portrayed in the report where the human resource manager
is in charge of leading the entire operations of the organisation.

Communication skill: It is one of the soft skill that the Hr manager of Marriot hotel usually
process. the communication skills are necessary to make sure that the employees are properly
enhanced with clear thoughts and their deeds will have to be corrected at all the times. A training
is also gratified in evolving the choices of the customers that is possible by the best
communication which is gratified.
Hard skills: this are also regarded to be the tangible skills that are portrayed in developing the
strategies. In the Hospitality Management the skills are of utmost importance people will have to
understand the importance of role and the Holistic Management services (Farmaki, 2018).
Technical skills: In this regard the hard skills will rely upon technical as well as the management
processes that will deal with different production aspects. The Hr manager that is taken in this
regard will have to carry the hard skills which include administrative maintenance. The
administrative works that will include the statistical data that can be possessed by the Hr
manager which will have to be analysed at regular intervals. These reports include the various
details of the customers that are approaching the organisation on a regular basis and the
employee details that will have to be penned in the format that will help to enhance the
formulations as and when require. These are being taken care about by the organisation Marriott
Hotel where the Hr manager takes charge over the administrative record work. This is also
regarded to be one of the sustainable measure where the data can be safeguarded without
missing.
P6: Future leadership of the organisation
Hospitality industry is one of the complex and a global Industry that is almost seen in all the
countries. This is one of the most revenue generating sector and all the organisations that are
working in this particular sector are regarded to be the complex oriented. The leadership of the
organisation Marriott Hotel is said to be one of the organised one where their key objective
revolves around selecting measures that can be implemented as a part of meeting customer
demands (Kaushal and Srivastava). The organisation Marriott Hotel will follow a distinctive
leadership style which is associated with different top managers that are incorporated into several
roles. Each role is associated with the development of the organisation and to manage different
areas such that all the probabilities of providing a customer with the required satisfaction is
guaranteed. It is not an easy task tomorrow with the kind of services and the principles and
therefore a transformational leadership is guaranteed for the future aspect.

Discuss the future management and leadership skills required by Marriott hotel and how
they can be achieved
The organisation is moving ahead in implementing different strategies of transformational
leadership such that all the employees in the organisation can get combined benefits and the
advantages that are oriented with training purposes which can be delivered to the customers or
clients. There are almost free 350000 employees that are working for the Marriott hotels in all
the possible branches. In order to make complex decisions to win over the clients then the
organisations focus is majorly towards modifying their employees retention policy is as well as
providing them with the emotional skills that are required to tackle customer demands. It is not
an easy task to maintain the customer relation and their peculiar demands because the hospitality
sector is full of managing different prominent features and that can only be possible with ethical
and unethical practices (Nusair, 2020). The Marriott Hotel is moving ahead in employing means
to develop ethical practices which are of major criteria. the analytical practices are eradicated at
all levels such that relation can be maintained with the employees on a sample basis and this is
the one that is being portrayed by the organisation with regard to their future development.
LO4: MANAGEMENT AND LEADERSHIP SKILLS
P7: Change management
Change is one of the prominent factor that will bring about the differences in the existing
operations to the ones that are going to be created. Change is necessary in order to incorporate
certain factors which are beneficial for the organisation and drawing customer base. It is not until
when the organisation follow the change policies then the organisation can move ahead with the
growth prospects. In this regard the Marriott Hotel is at times in a hustle to implement the
policies of change and therefore it is regarded to be one of the prominent organisation in the
hospitality industry.
Unfreeze stage: The improvement of change is initiated in this stage. The change with regard to
the services is said to be the one that will deal with organising as well as employing means to
meet customer expectations and demands. Change can be seen in different formats while
arranging the policies that are in regard to the customers.
Transition stage: Implementation of innovation strategies are put-forth in this stage. The change
management can enhance the formulations that are required for the organisation to cope up with

the ideas of innovation and the implementation of the provision of new atmosphere from that of
regular.
Refreeze stage: Here the change is mutually accepted by employees. The hospitality industry is
mostly associated with the tourism industry and therefore the organisation will have to derive the
means of tourism industry such that people who are visiting the area on a regular basis can
therefore be forecasted. The Marriott Hotel in this regard is one of the best in form of bringing
about the amenities of food and shelter and the quality of Management and Research services
that are being provided is said to be immense. The change management systems will be
portrayed in the collaboration of work or the team work. Training the employees will be one of
the beneficial one.
Evaluation of improvement in the change in management and leadership skills in
“Marriott International”
The organisation's change management will revolve around the policies of implementing the
training purposes of every employee that are a part of the organisation. In this regard it is
focusing upon the change in rewarding policies where employees are recognised for their skills
and their ability to tackle with circumstances. The leadership is one of the prominent aspect of
every organisation because everything that a leader does is in regard to the organisational
development. Development is only promise when the leader is hard enough in order to withstand
the pressures as well as the changes that are made in the industry (Kim and et.al, 2018).
Technology is reaching the perk of being the best and therefore the change in technological
implementations of the organisation is also one of the major contribution for the organisational
change management. Certain things can only be dealt by incorporating technology and that will
have to bring about a good amount of change in return exceeding the count of derived customer
base.
Impact of changed management over leadership and management
The leaders in this prospect will have to explain and to train its employees all the possible
measures in order to use the technological implementations as well as dealing with the
customers. This is a major prominence in hospitality industry and that is being followed by the
hotel. The different change management models like that of KOTTER’S, ADKAR and LEWIN’s
management models will bring forth the onset of differences . Kotters model stresses upon
implementation of processes that are essential for the organisation. The Adkar model stresses

upon the fact that the change management model will only be applicable to large organisations.
The Lewin’s model will focus on how far the resisting force can be reduced. These are in
contradiction with various components of work but they have a similarity where the change
management is prominent.
CONCLUSION
Through this report it can be concluded that classical management theory is very useful
and also many organisations are using it. There are many classical theory and companies can use
it as per their needs. Leaders and managers both are very much important to the company as they
help organisation to achieve objectives. There are various leadership styles which leaders can use
when they lead their team. Some of the leadership styles are autocratic leadership style,
democratic leadership style, laissez faire style etc. in democratic style employee get involved by
their leaders in taking decisions but in autocratic employees are not get involved in the decision
making process. Marriott hotel can use democratic leadership style because this leadership style
highly promotes the workforce and helps in increasing productivity.
There are many internal and external factors which affects management style. The nature and
structure of the organisation will decide that what management style have to pick which is the
internal factors. In order to get successful companies also adopt that specific leadership style
which is used by their competition which is the external factor. Hard skills refers to having
technical knowledge and getting training whereas sift skills refers to changes in personality or
can be said upgrading personality like communication skills, time management etc. in the future
also company will require leadership skills in order to achieve success. Report has also discussed
various services industry company and how leadership has helped in implementing change.

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