Management and Leadership Skills in Service Industry Context

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Marriott International Inc. is a
multinational hospitality company
which provides high quality
services to their customers so that
their experience can be enhanced. It
is the largest chain of hotels in the
world having more than 7000
hotels in 131 countries which
provide luxurious facilities to
customers. The staff of the hotel
plays an important role in achieving
the goals of company which makes
talent management important
through effective leadership and
management skills so that high
brand image can be built.
Management and leadership skills in service industry context
(Marriott International Inc.)
Change is important in an organisation so
that innovations can be brought in the
company which can help in dealing with
changing needs and wants of customers. It
is thus important that effective
management and leadership skills are
implemented so that change management
can become effective. In Marriott hotel
the change must be implemented through
talent management so that the worker can
be involved in accepting the changes so
that they can work effectively and help the
company in achieving its goals and
objectives in an efficient manner.
Kurt Lewin’s model and
ADPARK can be applied in
Marriott hotel so that change
can be implemented in
company and changing needs of
customers can be met. Three
stages are followed while
applying Lewin’s model which
are unfreezing, changing and
refreezing while
implementation of change so
that employees can adapt to
changes effectively. Kotter’s
change model has eight stages
which can also be implemented
in Marriott hotel so that change
can be effectively brought.
Introduction Compare and contrast service sector change management systems
Talent management
Importance of talent
management