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

Leadership and
Management in
Service Industries

Table of Contents
Introduction......................................................................................................................................3
LO1, LO2 & LO3............................................................................................................................3
Classical management theories...................................................................................................3
Role of leaders and different leadership styles...........................................................................4
Specific management leadership style in chosen organisation...................................................4
Comparison and contrast management and leadership styles.....................................................5
Current management and leadership styles.................................................................................5
Talent Management as a leadership & management model........................................................6
Internal and external factors that influence talent management styles........................................7
Strengths and weaknesses of factors affecting talent management.............................................8
Talent management strategies.....................................................................................................8
Hard and soft skills......................................................................................................................9
Future management and leadership skills...................................................................................9
Role of Talent management......................................................................................................10
Current and future management and leadership skills important in service industry...............10
Importance of talent management.............................................................................................11
LO4................................................................................................................................................11
Covered in Poster......................................................................................................................11
Conclusion.....................................................................................................................................11
References......................................................................................................................................12

Introduction
Employees are the most important asset for an organisation as they help in achieving its
goals and objectives on time by using their talents and skills which makes it important for
mangers and leaders to effectively manage them so that profitability of company can increase. In
service industry the employees directly deal with customers which makes talent management
important for such organisations so that their efficiency and productivity can be increased
(Aqqad and Masa'deh, 2019). This help in enhancing the quality of services so that competitive
advantage can be gained through enhancing customer satisfaction. In this report Marriott
International Inc. which is an American multinational hospitality company which manages
international chain of hotels and provide highly luxurious lodging facilities to their customers. It
has more than 69,06 locations around the world and is head-quartered in Maryland, US. In this
report the roles of leaders and managers in hospitality industry in relation to talent management
will be discussed. Further the skills and approaches which can be used by leaders and managers
will also be discussed.
LO1, LO2 & LO3
Classical management theories
The classical management theories are the ones which are concerned with maximising the
productivity and profitability of organisation and do not consider the current trends like
employee job satisfaction, improving quality of services along with brand image of company.
These theories are therefore related with centralised leadership and decision-making, and profit
maximisation and following theories are included in the classical approach:
Scientific management theory: The focus of this theory is mainly on improving economic
efficiency of the organisation by finding the best way to get work done. This approach can be
applied by the manages of Marriott hotel by applying science to management processes so that
the work flows can be managed which can help in improving labour productivity like by giving
rewards to the employees performing better (Berger, Berger and Education, 2018).
Bureaucratic management theory: Under this theory the organisation is structured in a
hierarchical manner and work is governed in the company with the help of clearly defined set of
rules and regulations so that work can be performed in a defined manner. This approach can be

applied in Marriott hotel so that the employees can work as per the set rules and also the
reporting can be done in a hierarchical manner.
Administrative management theory: This theory is concerned with clearly defining roles
and responsibilities among workers and delegation of authority among the administrators so that
the flow of work can be managed efficiently. This theory can be applied in Marriott hotel by
clearly defining the roles among worker so that they can know their area of responsibility and
perform their work in an efficient manner.
Role of leaders and different leadership styles
Leaders play an important role in directing the employees and motivating them so that
they can perform their work in an effective manner and help in achieving the goals of
organisation. They also help in monitoring and evaluating their performance so that their
efficiency can be enhanced and the work can be performed in an effective manner. Following are
the leadership styles which can be used in Marriott hotel:
Autocratic Leadership: In this style the leaders take all the decisions and do not
encourage participation of others which reflects their authority over work as they use their own
ideas and judgements in getting the work performed. This style can be used in Marriott when
implementation of a new technology is done in order to improve performance (Choi, Kim and
Kang, 2017).
Democratic Leadership: In this styles the leaders take into consideration the advices of
others while making decisions and encourage participation so that a more coordinated and
cooperative working environment can be developed. Marriott hotel can use this leadership so that
employee engagement can be increased and work performance can be improved.
Coaching Leadership: In this style the leaders provide coaching to employees regarding
the manner in which work needs to be performed along with improving the way in which they
use their skills. This style can be used in Marriott when new employees are recruited so that they
can be coached regarding the manner in which work must be completed (Elegbe, 2016).
Specific management leadership style in chosen organisation
Marriott hotel use democratic leadership style so that employees can be effectively
managed through increasing their participation in making decisions so that they can feel valued
and help in making effective decisions. This also help in increasing coordination among workers
through employee engagement which help in improving their job satisfaction so that the quality