Leadership and Management Styles in Service Industries

Leadership and
Management for
Service Industries

Table of Contents
Introduction......................................................................................................................................3
Task1................................................................................................................................................3
P1) Classical management theories........................................................................................3
P2) Role of leaders and different leadership styles................................................................4
P3) Review specific management and leadership style..........................................................5
M1) Analyse management and leadership styles in service sector organisation....................6
D1) Evaluate organisation's current management and leadership styles................................6
P4) Internal and external factors that influence management styles......................................7
M2) Analysis of internal and external factors that affect management styles.......................8
D2) Critical analysis of change in management styles due to internal and external factors. .8
P5) Hard and soft skills of management and leadership........................................................8
P6) Future management and leadership skills........................................................................9
M3) Current and future management and leadership skills..................................................10
D3) Critically evaluate leadership and management skills in response to change...............10
Task2..............................................................................................................................................11
Covered in Poster.................................................................................................................11
Conclusion.....................................................................................................................................11
References......................................................................................................................................12

Introduction
For an organisation its employees play an important role in achieving its goals and
objectives so it is important that the managers and leaders efficiently recognise and develop
talented people which can help in maximising the productivity of company. In service industry
where the companies directly deal with their customers so that high customer satisfaction can be
achieved it is important that talent management is effectively performed. This can help in
improving the efficiency of employees so that high quality services can be provided to customers
which can help in gaining a competitive advantage (Ambrosius, 2018). In this report Hilton
Hotels and Resorts is taken which a global brand of full service hotel located in more than 85
countries having about 586 hotels that provide highly luxurious hospitality facilities to its
customers. In this report the managerial approaches which must be used by the hotel which can
help in managing it employees will be discussed which can help in attracting, development,
retention and engagement of talented employees in company. Along with this the management
style, leadership style etc. will also be discussed in this report.
Task1
P1) Classical management theories
The classical management theory is basically get based on the belief about that the workers
only have concerned about the physical and economic needs rather than the accountability about
the job satisfaction or the social needs. It would include the advocates the labour specialisation
with that centralized leadership and decision-making, and profit maximization. There are some
of different theories of classical management that are used by Hilton and are as defined below as:
Scientific management theory: It is the theory that is founded by the Fredrick Winslow
Taylor and have analysed the work in scientific manner and provides the possible way to find the
best way to get perform the task. He believes that the work will get performed within the
efficient manner that helps to improvise the productivity and for this Hilton provides the reward
to the employee by providing additional remuneration so as to motivate the employees (Berger
and Education, 2018).
Bureaucratic management theory: It is a theory that is proposed by German sociologist
Max Weber as per his theory bureaucracy is the most important and efficient form of the
business. It is required that the business must get followed by the line of authority that is more

well defined and in this Hilton have performed all the function with the set of clear and
transparent rules and regulations and that are same for all by which the sustainability will get
maintained.
Administrative management theory: This theory is proposed by Henri Fayol as he is
known as the father of management and as per this theory management is the process that helps
to get done the things with more perfection and in this all the individual have get the chance and
equal importance. In this Hilton must provide the roles and responsibility to the entire employee
by which they have performed their work with more efficiency thus better outcome will get
gained.
P2) Role of leaders and different leadership styles
The roles of leaders is to effectively manage the staff member and direct their efforts
towards achieving organisational objectives in an efficient manner and within desired budget and
time-scale: Managing talents: It is important that the employees are efficiently managed through
training and development, allocation of work as per the skills and capabilities of workers,
executing company policies etc. so that the talent can be utilised in achieving company
goals.
 Planning and organising work: The leaders in organisation plan and organise the work
among employees so that they can use their capabilities and the task can be completed
within time. This also help in minimising conflicts among workers along with enhancing
coordination among them so that work can be completed in a desired manner.
The leadership style is basically a method that is used by the leader to provide the
direction, motivating other and by implementing plans as well. There is some basic leadership
style that is used by the leader of Hilton and is as defined below as:
Autocratic Style: These are the leader that has taken the several crucial decisions by
taking the appropriate input by the team. It is the leader that relies on the coercion and has used
the arbitrariness, command, compliance and paternalism. These leaders play a vital role and have
given the order to the subordinate and that decision must get obeyed by others.
Democratic Leadership: It is a style in which the leader must uses the legitimate power
and usually provides the direction and instruction to the other as after the complete consultation