Managing Talent in the Service Sector: Strategies and Approaches

This report discusses talent management strategies and approaches in the service sector, specifically focusing on the hospitality industry. It explores classical management theories, the role of leaders, various leadership styles, and specific management approaches that can be used in the organization. The report also analyzes internal and external factors that can influence management and structure in the service sector. Additionally, it examines the soft and hard skills required by leaders to effectively manage the business operations in the future.

How Are Leaders And Managers In The Service Sector
Responding To Managing Talent Across Different Age
Profiles

Contents
INTRODUCTION...........................................................................................................................3
LO1..................................................................................................................................................3
Classical Management Theories in Hospitality Sector Organization..........................................3
Role of Leader and Various Leadership Styles in Hospitality Sector Organization...................5
Specific Management and Leadership Style that can be used in Organization...........................8
LO2..................................................................................................................................................9
Internal and External Factors that can Influence Management and Structure in Organization...9
LO3................................................................................................................................................11
Soft and Hard Skills for Management.......................................................................................11
Skills that are required by Organization to Manage the Business of Operation in Future........12
LO4................................................................................................................................................12
Covered in Poster...........................................................................................................................12
CONCLUSION..............................................................................................................................12
REFERENCE................................................................................................................................13

INTRODUCTION
Talent management is considered as process which is used by the business organization
for the anticipation of the required human resources that are required to meet all the requirement
of the business organization. There are different approaches are used by the business
organization to effectively manage talent in the organization. These processes and approaches
are important for organization to achieve business goals in effective way (Doppelt, 2017). This
report is about talent management strategies and approaches that can be used in Hilton group of
Hotels. The founder of Hilton Group of Hotel was Conrad Hilton and this group was established
in year 1919. The Headquarter of the Hilton Group is in Beverly Hills, CA. In the report various
classical approach that can be used by the organization in talent management will be explained in
report. Role of leader and various leadership styles in service sector industry will be analysed in
report. Specific management styles will be suggested for service sector organization. Various
internal and external factors will be analyse in study that can influence various management
styles and structures in service sector organization. with help of example various soft and hard
skills of the leader will be evaluated in study that can help them to lead the organization in
effective way. different skills that are required by leader in leading organization will be studied
in report.
LO1
Classical Management Theories in Hospitality Sector Organization
There are different type of management theories are used by the business organization to
manage all the operations and processes with in the organization in effective way. The classical
business management theories are more effective to manage various operations in the
organization. These classical business management theories used to explain various approaches
and strategies that are used by leaders in organization working to get better result in the end and
achieve the organization goals in effective manner. some of most common business management
approaches that are used by the business organization and leaders are- Contingency Business
Management Theory, System Theory and Situation Management Theory. These management
approaches are commonly used by leaders to lead the organization in effective manner. In each
approach different management approach is used by the organization to lead the organization

effectively to generate maximum profit from internal operations of organization. these
approaches also can be used for talent management in the organization.
Classical theory of management
Classical management theory became widespread in 20th century, as organizations tried to
address issues of industrial management, including specialization, efficiency, higher quality, cost
reduction and management-worker relationships. The term classical manner something accepted
is the traditional manner or long established. The approaches have been used today by many
business t build up the companies to succeed. Quality processor have clear organizational
hierarchy with three distinct management levels. The organization maintain the performance of
the organization in market place. Each management group has its own objectives and
responsibilities. hotel Hilton have the development of leadership and responsibilities with
concerns ways to manage work and organizations more efficiently. This is states that how
leaders have to use multiple leadership approaches to lead business organization like Hilton
Hotel successfully. This the people in the organization and encourage them to follow their
personality in order to gain higher productivity in internal operation of the organization
Contingency Theory- Contingency theory is considered as one of the best management
theory for business organization. Main concept about this theory is regarding the approach that is
used by the leader to lead the organization in effective way. According to this theory there is no
any specific leadership approach is there that can be used by leader in all situation. In other
words this theory explains that, there is no universally accepted ideal leadership theory that can
be used by leaders to lead organization in effective way (Pugh, 2016). Leaders have to use
different leadership approaches and styles to lead the organization in all conditions. For example
to handle the conditions related to the sustainability leader have to use innovative approach and
in other process approach should be completely different to execute various tasks in effective
way. This is how contingency theory states that how contingency theory states that leaders have
to use multiple leadership approaches to lead business organization like Hilton Hotel
successfully.
System Theory- This theory is completely different from the contingency theory of organization
leadership. As per this theory it is important for the leader to develop a system within the
organization to keep operations of the organization successful in market place. There are

different elements are present in business organization that can be considered as various parts of
the system that is exists in organization. To solve various issues in organization this is important
for the organization to develop better system in operations. In this theory business organization
or service sector organization is considered as an open system that is consists of an equilibrium.
For efficient operation organization leader have to develop better understanding in this system to
lead the organization in effective manner. By develop better understanding in the organization
better operational efficiency can be achieve. So, as per this approach leader have to consider
organization as a system and it is important to use different approaches to develop effective
understanding in the system in order to gain maximum performance standard in organization.
Situation Management Theory- After the Contingency Theory of Leadership Situational
Theory of Leadership is considered as best theory to lead the organization in effective way.
According to the Situational Theory of management there are different approaches can be used
by the leader in leading the organization in effective way. These approaches can be used by
leader of the organization as per the need of the situation. This is how various approaches can be
used by the leader in different situation. According to this theory there are various leadership
styles and approaches are used by the leader in the organization is based on the situation. Best
suitable approaches is used by the leader to address proper situation. This is how best suitable
approach is used and apply by the leader in the business condition to gain high performance
standard in the business organization. For example in the conflict situation leader can use
positive and communicative approach to solve the conflict with in organization and to motive the
employees. Leader can use various motivational process to motivate the employees in
organization,
These is how different leadership theories are used by the leader in the hospitality sector
organization to generate better result in internal operations of organization.
Role of Leader and Various Leadership Styles in Hospitality Sector Organization
Role of Leader
In an organization there are different roles are played by the leader in order to lead the
company in effective manner. In the hospitality sector organization it becomes more crucial for
the leader to implement various processes and play different roles in order to maintain high
customer satisfaction level. Some of the main roles that are played by the leader in the business

organization are- Conversation Leader, Vision Builder, Advocate for employees, Design
Thinker, Distributor of Responsibilities and Change Manager (Lewis, Passmore and Cantore,
2016). These are major roles that are played by leader in organization.
Conversation Leader- This is main role of the leader to maintain effective communication within
the organization in order to maintain the effective transfer of information and goals. By
maintaining effective conversation in organization leader communicate the goals and targets of
the company to the employees and customers. through process operations of organization can be
effectively directed by the leader.
Vision Builder- This is most important role of leader in business organization. leader is the
person who provides the vision to the complete organization. All the operations and tasks that are
performed in the organization are based on the vision of the leader. The vision that is developed
by leader allows the employees and all functional department to work in effective way to meet
the targets that are provided by leader. This is leader provide direction to the organization by
providing specific vision. This process helps the organization to meet the targets and objectives
that are made by the leader of the organization. This is leader provide direction to the
organization by providing specific vision in the organization to meet the targets and objectives
that are made by the leader of the organization.
Advocate for Employees- this is responsibility of the leader to maintain effective work conditions
in organization to generate high performance working in organization. to maintain effective
environment in organization’s work place leader work as motivator for employees and motivate
the people to give their best to the organization. For this leader makes continuous
communication with employees and managers to keep motivation of the employees high.
Design Thinker- The business organization starts with the creative and innovative ideas of the
leader. This is important role of leader where they create or find new ways to improve the
performance of the organization in the market place (Cummings, Bridgman and Brown, 2016).
This is important for the leader o provide new ideas to the business organization to provide new
opportunities to the organization in local and international market conditions.

Distributor of Responsibilities- As the leader of the organization it is role of the leader to
effectively delegate responsibilities in the employees and manager in organization. The
delegation of power and responsibilities should be based on the capabilities of the individual.
This is how effective delegation of power and distribution of responsibilities can help the
organization to effectively complete the tasks that are important for the organization. Through
this process leader can help the organization to gain maximum efficiency in the various teams
and generate high productivity in the internal operations. The leader to provide new ideas to the
business organization to provide new opportunities to the organization in local and international
market conditions.
Change Manager- As the leader of the organization this is important to collect required
information from the market place to keep the products and services of the organization as per
the need of organization. In this process leader collects different type of information from the
market place to implement specific changes in the organization. So this is also role of the leader
is to implement changes in the organization to keep performing effectively in market place. It is
responsibility of the leader to implement change in the organization and meet all the current
trends in the market place (Van der Voet and Vermeeren, 2017). For example leader in the Hotel
can implement Artificial Intelligence system in organization to generate high effective
performance and improve the profitability of the organization in market place. This is how leader
works as change manager in the organization.
Leadership Styles
In the business organization there are different leadership styles are used by leader in
order to make organization working effectively in market. For this process leader have to take
various decisions for the organization. The process of decision making process can be considered
in order to know more about different leadership styles that are commonly used by leaders in
business organizations. Most common leadership styles that are used or adopted by leader in
decision making process are- Autocratic, Transformational, Coaching, Democratic and
Charismatic Leadership. These are most common leadership styles that are used by the leaders in
leading an organization on local and international level.
Autocratic Leadership- This leadership style is not considered as effective leadership style. in
this leadership style all the decisions in organization are taken by leader and no other stakeholder

of the organization is included in decision making process. It is considered as poor style to lead
an organization in market place. All the employees have to follow the decisions that are
implemented by leader in organization.
Transformational Leadership- This leadership style is more focused on the change
implementation in organization. In this leadership approach leader focus on implementing
effective change in organization. Along with this employee motivation is also considered in this
leadership approach. Leader used to motive all the people in the organization to implement
change in the organization to get better benefit in market place (Lozano, Nummert and
Ceulemans, 2016). This is how this leadership approach is considered as one of most effective
leadership approach in organization. Using this leadership style in organization leader can
maintain the performance of the organization in market place.
Coaching Leadership- This leadership style is quite different from the leadership styles that are
used by the leader in operation the organization in market place. Most effective thing about this
leadership style is related to the approach of the leader in the organization. In this leadership
style this is most important for the leader of the organization to improve the skills and knowledge
of the employees to generate high performance standard in organization operation. In coaching
leadership style leader of the organization act as coach in the work place. Leader use various
process to improve the performance of each employee in organization. Through this leadership
style high performance standard can be achieve in organization.
Democratic Leadership- This leadership style is related to the decision making process used by
the leader in organization processes. This leadership style is considered as best style to lead the
organization in effective manner. In this leadership style leader includes different people in the
decision making process. Leader includes various employees of the organization in the decision
making process to improve the creativeness in the decision making process. By including various
people in decision making process leader of the organization motivates and satisfies the self-
esteem of people who works in organization. This is how it is most effective leadership style that
is used by leader in the decision making process.
Charismatic Leadership- This types of leader are considered as powerful people who leads the
organization with charismatic leadership style. This type of leader attracts the people in the
organization and encourage them to follow their personality in order to gain higher productivity

in internal operation of the organization (Gerbec, 2017). This is how leader uses their influencing
personality to encourage or motivate the employees of organization. Organizations like
Facebook, Microsoft and Apple are example of this kind of leadership.
Specific Management and Leadership Style that can be used in Organization
In the hospitality industry there are a lot of things are need to be considered by the leader
in order to meet all the objectives of the organization. Among all the needs of organization
customer and employee satisfaction is one of the most important need for high performance
working. The management and leadership style that is used by the leader of the organization
should be according to the need of organization. In Hotel Hilton different approaches can be used
by the leader but for high class working organization can use situational and system approach of
organization management in order to manage all the operation of the organization in effective
way. This management style will help the leader ot effectively manage all the operations and
different difficulties in business operations. From all leadership style leader of the Hotel Hilton
can use transformation Leadership style to implement various changes in the organization which
are trending in market place. Also this leadership style keep the employee motivation too high
that can help the organization to gain high performance standard in the business operations. This
is how high performance working can be achieved in the hotel management.
The leadership style that is suggested for organization can help the leader to maintain
effective work culture in organization and this leadership style and management approach will
implement better internal structure in organization.
LO2
Internal and External Factors that can Influence Management and Structure in Organization
In the hospitality sector organization there are various factors are there in organization
that can influence the management style and structure of the organization. These factors can
affect the performance standard of the organization that can help the company to retain better
position in competitive market. Internal factors that can influence the management style and
structure of the organization are related to the people and various internal assets of the
organization. some of the main internal factors for organization are- organization structure,
learning, communication, leadership and mission of the organization. This are main factors that
can affect the management style and operational structure of the organization.

Organization Structure- This factor is directly related to the internal structure of the organization
that is followed by the organization to maintain effective control of the various operation of the
organization. It can affect the management style that is implemented by the leader of
organization. of the organization structure is highly complex then it can affect the
implementation of various decisions of leader and higher board. It can reduce the capability to
manage the operations of the organization. It can majorly affect the operation and operation level
management within the organization. This can affect the process that is used by the organization
for the communication of information and data that is required to achieve higher performance
standard in organization. It is how the structure of the organization can affect the management
and structure of the Hotel Hilton.
Learning- Learning is most important factor for organization. This is important for the
organization to manage effective learning process with in the organization processes in order to
implement better management structure with in the organization. learning process can improve
the management and better structural stability in organization (Dawson, 2019). This is how
learning process of the organization need to be good in order to improve the management of
organization and implement better structure in organization. Better learning process encourage
the stakeholders of the organization to improve the level of management in organization in
develop better structure in company structure.
Communication- Communication is most important for the operation of the organization.
effective communication is required in organization to gain better control over the operations
that are performed in the organization. better communication can help to achieve better
management in the organization and it can improve the effectiveness of the organization
structure to implement various decisions in organization. this is how communication is most
important element of the organization management and structure. If there is any gap in the
communication process and communication process is not effective then it can affect the
operation of the organization along with the management of organization and implementation of
effective structure in organization.
Leadership- Leadership is most important part of organization management. This is important
for the organization to have effective and open minded leader. It can help them to develop
effective management over the organization. Leadership can play important role in implementing

effective management in organization and better management process can lead to effective
control of the structure that is followed in organization. If the leadership of the organization is
not good then it can affect the operation of the organization in market place. It also can affect the
structure of the organization. This is how leadership is effective factor that can effectively help
the organization to implement better management and effective structure in organization.
Mission of Organization- Mission statement of the organization leads all the operation of the
organization in internal and external operation. This is important for organization to work with
effective mission statement. Without effective mission statement operations of the organization
will be direction less and it can affect the operation of the organization in market place. This is
how without effective mission statement operations and management of organization decreases
and reduced management tends to affect the structure of the organization.
There are some external factors are also there that can affect the operation of the
organization in market place and also affect the management and structure of the organization.
These external factors are also considered as macro environmental factor that can affect or
influence the operations of the Hotel Hilton.
Political Factor- in Hilton hotel, political stability is one of important requirement to success
regardless of hospitality industry. this factor can influence the visitors and travellers to visit the
Hilton hotel in both indirect as well as direct ways. For Example- Hilton hotel engage with
lobbying in order to influence certain factors. company has been spending more than 10.million
during past years. The decisions that are implemented by the government can affect the level of
management in organization and force to develop changes in the management and structural
process within the organization (Dawson, 2019). it can affect current management process of
organization and structure of Hotel Hilton.
Economic Factor- This factors are related to the economic conditions in market place. This
factors are related to the innovations that are implemented in the organization. Both national as
well as international situation, economic factor impact on the current situation of Hilton hotel.
For Example- in 2012, Olympic, hotels are occupied and booked fully for whole time period.
Moreover, the direct result of global financial crisis of 2008. It has slow down sales by 20% and
profit increase30%. This is how poor economic conditions lead to the poor management in
operations of the organization.

Social Factor- Social factor are related to the culture with in the organization. with poor culture it
is not possible to maintain effective management in organization and better structure in
organization. In this factor, society culture and way of doing thing directly impacts on the culture
or environment of Hilton hotel. The belief of individual attitude towards the reputed Hilton hotel.
In order to understand the specific demand of client where how they can design marketing
message for lodging industry customers. Generally, social factor that analyse demographics,
class structure, power of society.
Technological Factor- Technological factors are related to the communication technology that is
used in organization. With poor technology better communication can not be achieved in
organization and it can affect the management and structure of the Hotel Hilton and it can reduce
the effectiveness of organization in market place. Technology is considered as fast disrupting
within Hilton hotel. Over last 4 years, Hilton has been transforming the business while providing
the vehicle service for customers. In case if they can stay in hotel to give option for booked
online taxi. Modern technology can impact on the Hilton hotel in context of online product
services, impact on the price/cost structure.
Environmental Factor- There is no major impact of environment of environment on the
management and structure of organization. But sustainability for organization that can affect the
operations of the organization in market place. The environment factor impact on the
profitability of Hilton hotel in different markets. Even within nation often states can have
developed suitable environment legislation, liability. For Example- Florida and Texa have
different liability in case of environment disaster.
Legal Factor- Legal factors are mainly related to the develop organization culture when Hilton
hotel can implement suitable rules and regulations. These laws can affect the internal structure of
organization and it can affect the management of the Hotel. Legal factor impact on the Hilton
hotel when creating robust enough to protect the intellectual property. Hilton should be carefully
evaluating before entering into marketplace. Hilton should be implemented copyright, anti-trust
legislation applicable in lodging industry and its overall profitability.
This is how external factors can affect the operations of the organization. these factors
mainly affect the operations of the organization in market place.

LO3
Soft and Hard Skills for Management
Hard Management Skills- Hard management skills are related to the core technical knowledge
of management in the organization. Some of technical skills are required by the management or
the leader of the organization to effectively perform various operations in market place. There
are different core skills are required to maintain effective management level in organization.
Main core skills that are required by leader are- Technical skills that are important to run the
organization in effective way, knowledge of accounting and knowledge of financial operations
that are performed in organization. These skills are important to perform various management
operation in organization. There are some soft skills are also important for The manager or leader
to maintain effective culture and environment in organization. These soft skills are-
Communication skills, leadership skills and motivation skills to maintain effective environment
in organization.
Skills that are required by Organization to Manage the Business of Operation in Future
In current time various skills are required by the organization to perform various
operations in effective manner. Some of main skills that can help the organization in effective
manner are- technological skills, leadership skills, information technology skills and
management skills (Lozano, Nummert and Ceulemans, 2016). These skills can help the
organization to maintain effective performance standard in organization. This skills can be used
to perform better operation in the internal function of company.
LO4
Covered in Poster
CONCLUSION
This report is concluding the importance of management in the organization and various skills
and qualities that are required in the leader to maintain effective management level in
organization. Various classical management theories has been studied in report that can be used
to lead the organization in effective manner. Different leadership styles has been studied in

report that can be used by the leader to effectively lead the organization. Various factors also has
been studied in report that can affect the management and structure of organization.
There are different models are used by the organization to implement change in organization.
Most of time organization uses Kurt Lewin model in order to implement changes in organization.

REFERENCE
Books and Journals
Cummings, S., Bridgman, T. and Brown, K.G., 2016. Unfreezing change as three steps:
Rethinking Kurt Lewin’s legacy for change management. Human relations. 69(1).
pp.33-60.
Dawson, P., 2019. Reshaping change: A processual perspective. Routledge.
Doppelt, B., 2017. Leading change toward sustainability: A change-management guide for
business, government and civil society. Routledge.
Gerbec, M., 2017. Safety change management–A new method for integrated management of
organizational and technical changes. Safety Science. 100. pp.225-234.
Lewis, S., Passmore, J. and Cantore, S., 2016. Appreciative inquiry for change management:
Using AI to facilitate organizational development. Kogan Page Publishers.
Lozano, R., Nummert, B. and Ceulemans, K., 2016. Elucidating the relationship between
sustainability reporting and organisational change management for
sustainability. Journal of Cleaner Production. 125. pp.168-188.
Pugh, L., 2016. Change management in information services. Routledge.
Van der Voet, J. and Vermeeren, B., 2017. Change management in hard times: Can change
management mitigate the negative relationship between cutbacks and the organizational
commitment and work engagement of public sector employees?. The American Review
of Public Administration. 47(2). pp.230-252.