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

Scenario 1- Report 20 bulet point to achieve Scenario 2- poster 3 bullet point to achieve all criteria to achieve each outcome

LEADERSHIP AND
MANAGEMENT FOR
SERVICE INDUSTRIES

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
LO1..................................................................................................................................................4
Classical management theory......................................................................................................4
Role of leader and different styles...............................................................................................5
Review management and leadership style in organisation..........................................................7
LO 2.................................................................................................................................................8
Influence of Internal and External Management Styles and Structure........................................8
LO 3.................................................................................................................................................9
Management and Leadership Skills for Hospitality ....................................................................9
Future Management and Leadership Skill in Hospitality Industry............................................11
LO 4...............................................................................................................................................12
Comparison between Different Service Industries ..................................................................12
Changes affecting Management and Leadership Styles of Talent Management.......................13
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
Talent management is defined as managing different needs of organisation in respect to
its human resources associated at various designated positional role in company. This report is
based on the case study on Hotel Hilton in respect to its talent management role at organisation.
Company is associated with the hospitality sector. Organisation was founded in the year 1919 by
the founder Conrad Hilton. Headquartered of the Hilton group is located in United States.
Company operate its operations all across the globe. This report will project different aspects
related to talent management at Hilton Hotel. Henceforth, this report will project about different
classical management theories. Role a leader play will explain in this report. Different types of
leadership style will also discuss in this report. In this report review about the leadership and
management style applied ion Hilton Hotel will also discuss. Different factors like internal and
external that put an impact over talent management in a service sector organisation will be
discussed in this report. In this project various hard and soft skills for management will also be
discussed. Furthermore, report will also project about different aspects of change management
will discuss in respect to the organisation.
MAIN BODY
Talent Management
Talent management is a professional approach to manage the human resources part of the
organisation (Kutz, 2018). The approach of talent management involve planning, attracting,
selecting, developing, retaining and transitioning all the human resources part of the
organisation. Professional approach of talent management comprises with various characteristics
like attracting, identification, development, engagement, retention and deployment. All these
factors are the pillars of talent management in an organisation. Talent management play a
significant role in cherishing human resources part of the Hilton Hotel. This also involve
providing suitable growth and development opportunities to human resources part of the
organisation.

LO1
Classical management theory
Management is all about administrating the business of organisation. In Hilton Hotel
management of the company needs to control and monitor each and every functional activity of
the company. Different classical management theories allow company to conduct the managerial
functions effectively. All these theories guides management to meet the individual roles and
responsibilities attached with the managerial role in organisation. Classical management theories
involve scientific management, bureaucratic management and administrative management
theories.
Scientific Management
Scientific management theory focuses on achieving high level of work efficiency by
enhancing the employee’s capabilities. In case of service sector organisation quality of services
play a huge role to enhance the growth and capabilities of organisation. The Taylor’s approach
towards scientific management theory was to achieve the utmost work efficiencies the only way
to do it is by adding on more value towards the working professionals part of the organisation
(Azad and et.al., 2017). This theory states that only way to achieve the highest level of
productivity by raising the work efficiencies of employee’s part of the organisation. Management
in these theory guiders employees to enhance the skills and proficiency to achieve the best level
of work efficiencies. Scientific management theory is all about improving the potential
capabilities of employee’s part of organisation by guiding them towards development skills,
policy the acquired skills and in other ways.
Bureaucratic Management
Max Weber the man known as the father of modern sociology. He was the man who had
first used the term bureaucracy. His opinion of bureaucracy is about ideal bureaucratic is about to
clearly express the division in organisation to employees part of the organisation. He expressed
that all employees in organisation must aware about the individual roles in organisation. This
theory of management gives emphasis to merit in respect to performance evaluation at the
organisational level (Hechanova, Caringal-Go and Magsaysay, 2018). Bureaucracy is all about
keeping the fair treatment will employees part of the organisation. This theory of management
prioritises company to have a clear chain of command in the organisation hierarchy so that all

functional activities can be managed in the professional manner. This management theory give
emphasis on the fact that top management in organisation must have the authority to control and
manage the functions related to entire department. In case of service oriented organisation like
hospitality this theory allows the best level of work efficiency as a part of operation functions in
organisation. This theory gives right to every employee in organisation in respect to finish the
assigned role efficiently.
Administrative Management
Henri Fayol developed the concept of administrative management theory. This theory
believes that managers are born not made. This theories give priorities to build a certain pattern
that can flow the best operations functions in organisation on the basis of the needs and demands
of the organisation (Kantanen and et.al., 2017). A set pattern of operation call as administration.
This pattern travels in a certain direction so that proper work management can be established in
organisation. In case of big multinational companies or organisations where the organisation
hierarchy is associated with multiple departments this theory of management has been used as a
guiding tool to establish such system of operations. Proper administration allows company to
manage all different functions in the best way possible. Individual authority over all such
functional department also appointed so that proper control of top level over such departments
can be sustained.
The above mentioned theories or concepts are a part of classical management theories.
All these theories allow company to achieve the best level of operation efficiencies.
Role of leader and different styles
Leadership is all about guiding employees in company towards achieving all different
objectives company has been associated with. Different roles leaders need to play as a part of
their designated positional role in organisation.
Achieving organisation goals: Leaders play a huge role in achieving all different goals and
objectives of the company. The need is to frame different strategies so that company can end up
achieving all their goals and objectives. Leaders take part in every functional areas of hotel so
that all different objectives of company can be achieved.
Provide vision: Vision is among the key factor drive the operation functions of company. Role
of leader in an organisation is about to provide a vision for the business operations (Jamieson and

Donald, 2020). Vision can be segregated into many parts one is the vision for the entire
organisation they need to pursue in the end and also the vision allocated to individual functional
role in company. Leaders need to play role in all the vision part of the organisation. On the basis
of the goals and objectives of company leader set a proper vision for all employees part of Hilton
Hotel.
Establish organisation structure: Leaders play huge role in establishing a proper organisation
hierarchy. On the basis of the needs and demands of the organisation leaders establish a proper
hierarchy for the organisation. This is among the key role leader play in organisation.
Organisation structure drives functions of company. Leaders play a role in developing a proper
structure of company so that all different functions of organisations can be managed in the best
way possible. Leaders also take part in the organisation structure of Hilton Hotel.
Strategy formation: Leaders in company play a huge role in framing proper strategies for
different functional activities like marketing, operations and other associated functional
activities. Strategy formation is among the primary role leaders play in organisation. On the basis
of the targets of company and resources available with organisation proper strategy for different
functions leaders need to frame so that all objectives of company can be achieved. Besides from
formation of proper strategies for different functional activities leaders also make an involvement
in making potential changes in strategy formation so that best level of efficiency can be achieved
by company. In order to achieve the best level of work efficiencies leaders also involve in
strategy formation at the Hilton Hotel.
Solving issues: Leaders play huge role in solving all different issues part of the organisation.
Issues needs to be solved in order to built a proper work culture in the organisation. Leaders take
individual interest while dealing with issues of company (Murray, 2017). This is the aspects
related to leadership in company which makes the leaders more significant to the organisation.
This also allows leaders to develop a professional and personal relationship with all employees’
part of the organisation. Leaders at Hilton Hotel take part in all different issues part of hotel.
They personally involve so that better communication can be established in order to sol;ve any of
the issue of company.
Change management: Leaders play an important role in introducing changes in the
organisation. Change management is an important part of corporate organisation. On the basis of
the changing needs and demands of the sector leaders play role in managing changes in the

organisation. They not just involve in introducing changes in the organisation rather they take
part in implementing such change at organisation level. Leaders at Hilton Hotel has implemented
various changes such as information technology, infrastructure improvement and many such
changes that can allow the hotel to achieve the best level of service sector proficiencies.
All the above roes are among the primary roles leaders play in an organisation.
Leadership style
Leadership style is a way leader fulfil all its duties and responsibilities in an organisation.
Progressive leadership style: Progressive leadership is a primary approach of leaders in service
sector organisation. This leadership style allows leaders to deal with different roles such as
change management, strategy formation, solving issues and all other roles of leaders. Leaders
also provide specific training and employee development programs in this leadership style so
that employee of company can become more efficient. This leadership style allows company to
achieve all its objectives in the best way possible.
Participative leadership style: This is another leadership style part of the service sector
organisation. In this leadership style leaders take part in every functional role of the organisation.
Participative leadership style allows leaders to understand the depth about all different functional
activities of the company.
The above mentioned leadership styles are the key styles part of the service sector
organisation. In the Hilton Hotel participative leadership style has been followed by leaders.
Review management and leadership style in organisation
In Hilton Hotel leaders and management take part in each and every functional activity to
monitor and control the productivity of the company. The leadership and management in the
hotel is progressive in nature which allows employees of company to development and improve
the work efficiency. They involve in solving all different issues in company have been involved
to enhance the organisation efficiencies. Solving employee’s issues play huge role for the leader
to improve the work culture of organisation. Leadership in Hilton Hotel take huge interest in
change management process (Clark, 2017). Due to participative nature of leadership and
management in change management company could implement effective changes in the
organisation time to time to cope up with the needs and trend of market. Leadership could
introduce information technology system in the approach of change management which has

allowed company to improve its services by allowing customers to book rooms or any service of
hotel online, online payments are also available at the hotel as a result of this approach, solving
issues of customers and many other features it has allocated to company as a part of change
management function. Progressive and participative style of leadership at hotel has been one of
the major reason company has achieved immense success in the market all across the globe. This
has improved the growth potential of organisation itself along with the employees.
LO 2
Influence of Internal and External Management Styles and Structure
There are increased opportunities in tourism industry due to change in tastes and
preferences of customers around the world which also increases competition in global market
(Lutz,, 2017). To compete in the market business organisation has to develop effective strategies
by analysing all the internal and external factors of the business environment effectively. Hotel
Hilton is very branded hotel in the world and it is every essential to develop effective
management style by analysing all the internal and external factors to grow in the market and
gain higher profit margins effectively.
External Factors
External Factors are those which help to impact the national activities by the different
industries. External factors are nation oriented which impacts every industry to grow and gain
higher profit margins, it includes those factors on which business organisation has no control and
improve the opportunity to grow effectively (Alavosius and et al., 2017).
Political Factor
Political factor helps to determine that government activities which impact the business
strategies to grow in the market. Hilton Hotel has suffered trade deficit after Brexit as the
tourism industry was imposed with higher tariffs to recover the losses by the UK government
which impact the hotel profitability.
Economic Factor
This factor is the interrelation between economic activities of the nations which impact
the decision making of business to achieve its objectives and earn higher profit margins. Due to
Brexit GDP of UK was reduced which impacted the Hilton Hotel as cost of operation of the

business increased. Due to lower GDP tourism industry has lower liquidity to generate more
revenue which impacted their strategies to grow and compete in the market.
Social Factor
Social factors represent the behavioural patterns which customers are having while
making buying decision which impact business growth directly or indirectly. The demand of
service industry has increased due to change in the lifestyle of population in UK (Kutz, 2018).
people are now ready to spend more on relaxation which provided better opportunity for Hilton
Hotel to increase their sales in the market and gain better profit margins to compete in the market
effectively.
Technological Factor
Technology is changing rapidly which also impacts the potential of the organisation to
increase customer satisfaction. Due to change in technology Hotel Hilton has reduced their
efficiency to gather more information as competitors like Marriott has potential to adopt better
technology to attract customers. This has reduced the market share of hotel Hilton and impacted
their decision making power.
Internal Factors
Internal factors are the factors which are present within the business organisation and
impact the performance of the organisation to achieve its objectives (Arasli, Altinay and Arici,
2020). It is very essential for Hotel Hilton to analyse all the internal factors to increase the
performance of the hotel to enhance customer satisfaction and brand value effectively.
Organisational Structure
Organisation structure is the management model which improves the communication
between employees within the organisation to achieve objectives effectively. Hilton Hotel has
implemented divisional organisational structure which helps to distribute all the tasks according
to different divisions to attain better results faster. However this structure is not effective and it is
reducing communication between different departments which is creating disputes.
Financial resources
Funding is very essential part of any business which helps to increase the ability to task
risk and attain opportunities to grow in the market effectively. Hilton hotel has effective brand
image which helps to attract more investors to increase their capital to enhance their opportunity
to grow in the market and increase customer satisfaction effectively.

The above mentioned internal and external; factors put a direct impact over the business
operation's of Hilton Hotel. It also influences the scope of business operations for the hotel.
Along with the above mentioned factors many other elements like competition, legal barriers,
internal issues of company like with employees and many such factors that also create a direct
impact over business operations of company.
LO 3
Management and Leadership Skills for Hospitality
Hard Skills
Hard skills are the capability of the manager or a leader which is learned by regressive
practice to increase the potential to make effective decision (FHKPS, 2017). Hotel Hilton has to
develop hard skill in their managers and leaders as it helps to increase their knowledge to make
better decision with the passage of time and comet in the service industry effectively. Due to
increase in the competition it is very essential for hotel to provide better information and skill
which enhance customer experience to improve brand image of organisation. Company should
provide a comprehensive training to improve the hard skills of employees.
Leadership Management Skills
 Leaders have problem solving skill
which provides better opportunity for
Hilton to increase performance
effectively by facing all the challenges
to achieve objectives.
 Leaders have organisation skill which
helps to manage all the activities in the
hotel effectively and improve the
efficiency to grow Hilton with less
investment effectively.
 Managers have effective knowledge
about different languages which helps
to increase the communication in the
organisation and improve the
diversification of workforce effectively.
 Hilton Hotel manager has effective
marketing skills which help to increase
the sales of the hotel and attract more
customers from the market effectively.
Soft Skills
Soft skills are inner characteristics and features of a manager or a leader which helps to
increase the potential of the organisation to develop effective policies to improve morale of the
organisation effectively (Psomas and Jaca, 2016). It is very essential for hotel Hilton to have soft
skill which helps to improve the personality of the manager and leader which enhance the
opportunity to grow and achieve objectives effectively. Hotel Hilton has evaluated that soft skills
is very essential as it helps to increase customer loyalty and better revenue generation in long

term. With the support of employee training and development all different soft skills will be
developed in hotel.
Leadership Management Skills
 Leaders have effective communication
skill which helps to influence their
employees to increase performance and
achieve objectives of the hotel
effectively.
 Leaders of Hilton are more liable to
achieve to promised objectives at the
given period. Leader of Hilton also
provides transparency in the business
activities for stakeholders to increase
trust and satisfaction in the
organisation.
 Managers of Hilton hotel have effective
team working skills which helps to
develop healthy working environment
with better communication channel to
reduce disputes. This also helps to
increase innovation to increase profit
margins effectively.
Future Management and Leadership Skill in Hospitality Industry
Increase in the demand of tourist the tourism industry is attaining more opportunities to
grow and this is influencing hotel sector to develop better services due to increase in competition
in the global market. Destination marketing organisations has improved the awareness of tourists
around the world to make better decision for travelling which also helps Hotel Hilton to invest in
future management and leadership skill to improve the potential of organisation and compete in
the market effectively (Winfrey, 2016). Hilton has invested large capital in research and
development to increase skills and knowledge of employees and also hire new employees
according to requirements.
Management Skills
Hard skills
Different hard skills like presentation, technical skill and many other skills are also
adopted by leaders. All these skills allows the leaders to deliver the bets level of operation's in
company.
Soft skills
Different soft skills like communication, listening, presentation and many other skills are
associated with soft skills.. All these skills allows the leaders to achieve the best level of work
efficiencies from the operations.

Emotional Intelligence
Behavioural analysis is very essential to analyse the needs and wants of people which
helps to increase the sales of business organisation in hospitality industry. Emotional intelligence
is latest technology which is adopted by Hotel Hilton to analyse all the behaviour, attitude of
employees to determine their performance in the hotel. This also helps to provide better
opportunity to gain higher profit margins by reducing risks effectively.
Commercial awareness
Promotion is very essential process which every business in hotel industry adopts in order
to increase their market share and generate better profits. Hilton Hotel will be using effective
digital marketing technology which will help hotel to increase awareness of about hotel to public
through social media at very lower cost.
Forward planning and Strategic thinking
Due to improved workforce and better connectivity through global market hotel industry
has better opportunity to procure potential resources which can increase the efficiency to achieve
the objectives (Pradhan, Panda and Jena, 2017). It is very essential management skill which
improves the potential of manager to develop better strategies by anticipating future needs and
wants of customers which also reduces the cost by avoiding wastage.
Leadership Skills
Adaptability
Leaders of Hilton hotel are learning to analyse all the new current market trends and
adapt the changes in the hotel to compete in the market and survive effectively. Leader will also
learn different change management methods which increases the potential of hotel to grow
effectively.
Passionate
Due to increase in the professionalism in the hotel industry it is very essential for Hotel
Hilton to develop leader with interpersonal skills to increase the satisfaction of customers and
also improve brand image.

LO 4
Comparison between Different Service Industries
Change management will implement with te support of the following steps, Kurt Lewin
introduced this model of change management.
Unfreezing
Hotel Marriot is having different types of brands which help them to increase the
customer attraction (Wadei and et al., 2020). Hotel also has more than 6000 properties around
the world which helps to increase the market size effectively. Marriott has distributed its loyalty
program into different category to divide their customer base to increase their satisfaction
effectively. For example Hotel Hilton is having its effective loyalty program which also
increases customer retention and different benefits to their customers effectively.
Changing
This is the second stage of change management system in which business organisation
develops effective strategies after analysing change which has to implement. Marriot has adopted
incremental change management system which helps to maintain the change in the market
effectively. Democratic leadership style helps the hotel Marriot to achieve their productivity and
implement change management strategy effectively. For example Hilton Hotel has adopted
transformational change system and piecemeal change management system due to increase in the
competition in the market. Situational leadership helps Hilton to gain higher productivity in the
market and attract more customers to grow effectively.
Refreezing
This is the last stage of model which helps to freeze all the changes permanently to
increase the performance for long term. Hotel Hilton develops policies and also reshuffles their
employees to different departments to break to traditional pattern and increase the success of
change management effectively. For example Hotel Marriott has developed effective
performance management techniques which help to understand the efficiency of the change
management after formulating objectives and vision.
This model is useful in case of hospitality sector as other sectors associated with service
like telecom this model in not much relevant. Hospitality organisation comprises with multiple
section of operations that requires a specific process to evaluate the each functional area. This

strategic practice allow company to assess all key areas of development in all different functional
areas of company.
Changes affecting Management and Leadership Styles of Talent Management
As Hilton hotel has changed technology which has impacted the flow of employees due
to lack of proper knowledge (Lu,, Laux, and Antony, 2017). This also increases the
organisational policies which can impact the performance of other employees in the hotel and
reduce the efficiency to achieve the objectives. This also influence the talent management in the
hotel as the employee who has effective before change is ineffective due to different internal
factors which can also lead to employee turnover rapidly. Manager of Hilton also has to analyse
extensive performance to formulate talent management strategies to increase the quality if
services for customers and making them satisfied to improve the brand image in the market
effectively.
CONCLUSION
This report analysed that it is very essential for business organisation to develop effective
talent and performance management strategies to achieve objectives to grow in the market.
Report a provided brief explanation about different classical management theories which helped
business to analyse the importance of managing all the resource and formulate effective
planning. There was brief description on leadership and leadership style as it helps to increase
the potential of business organisation to attain core competency with their skills, traits and
personality. Report provided external and internal factors which influence the management styles
of the organisation and it helped to develop effective strategies to attain core competency. With
the help of soft and hard skills or leaders and managers it helped to understand to increase
customer satisfaction it is very essential for the hotel to provide training and development to their
employees effectively. Above report also highlighted a comparison between Marriott Hotel and
Hilton Hotel to analyse requirement of change management to increase productivity to compete
with each other in the market.

REFERENCES
Books and Journal
Alavosius, M.P and et al., 2017. Leadership and crew resource management in high-reliability
organizations: A competency framework for measuring behaviors. Journal of
Organizational Behavior Management. 37(2). pp.142-170.
Arasli, H., Altinay, L. and Arici, H.E., 2020. Seasonal employee leadership in the hospitality
industry: a scale development. International Journal of Contemporary Hospitality
Management.
Azad, N. and et.al., 2017. Leadership and management are one and the same. American journal
of pharmaceutical education. 81(6).
Clark, L., 2017. Implementing an institution-wide community-engaged learning program: The
leadership and management challenge. In Learning Through Community
Engagement (pp. 133-151). Springer, Singapore.
FHKPS, B., 2017. Subjective outcome evaluation of a service leadership subject for university
students in Hong Kong. International Journal of Child and Adolescent Health. 10(2).
p.213.
Hechanova, M. R. M., Caringal-Go, J. F. and Magsaysay, J. F., 2018. Implicit change leadership,
change management, and affective commitment to change. Leadership & Organization
Development Journal.
Jamieson, M. and Donald, J., 2020. BUILDING THE ENGINEERING MINDSET:
DEVELOPING LEADERSHIP AND MANAGEMENT COMPETENCIES IN THE
ENGINEERING CURRICULUM. Proceedings of the Canadian Engineering Education
Association (CEEA).
Kantanen, K. and et.al., 2017. Leadership and management competencies of head nurses and
directors of nursing in Finnish social and health care. Journal of research in
Nursing. 22(3). pp.228-244.
Kutz, M. R., 2018. Leadership and management in athletic training: An integrated approach.
Jones & Bartlett Learning.
Kutz, M.R., 2018. Leadership and management in athletic training: An integrated approach.
Jones & Bartlett Learning.
Lu, J., Laux, C. and Antony, J., 2017. Lean Six Sigma leadership in higher education
institutions. International Journal of Productivity and Performance Management.
Lutz, R.A., 2017. Leadership and management or leading and managing. IEEE Engineering
Management Review. 45(3). pp.6-8.
Murray, E., 2017. Nursing leadership and management: for patient safety and quality care. FA
Davis.
Pradhan, R.K., Panda, M. and Jena, L.K., 2017. Transformational leadership and psychological
empowerment. Journal of Enterprise Information Management.
Psomas, E.L. and Jaca, C., 2016. The impact of total quality management on service company
performance: evidence from Spain. International Journal of Quality & Reliability
Management.
Wadei, K.A and et al., 2020. The Mediation Effect of Ethical Leadership and Creative
Performance: A Social Information Processing Perspective. The Journal of Creative
Behavior.
Winfrey, O., 2016. Theme 3–Most effective Leadership & Management Styles & approaches.