Leadership and Management for Service Industries INTRODUCTION 2 Task 12 P1 Management theory and application in service industries

Leadership and Management for Service Industries INTRODUCTION 2 Task 12 P1 Management theory and application in service industry2 P2 Role of Leader and leadership style 3 P3 Management and leadership style within organisation 4 Task2 5 P4 Internal and External factors that influence management styles and structure5 Task3 6 (Covered in PPT) 6 Task4 6 (Covered in PPT) 6 CONCLUSION 6 REFERENCE7 INTRODUCTION Leadership and Management is the main practices in all business industries. Task 1 1

Leadership and
Management
for Service
Industries

Table of Contents
INTRODUCTION...........................................................................................................................2
Task 1...............................................................................................................................................2
P1 Management theory and application in service industry .......................................................2
P2 Role of Leader and leadership style .......................................................................................3
P3 Management and leadership style within organisation..........................................................4
Task2................................................................................................................................................5
P4 Internal and External factors that influence management styles and structure......................5
Task3................................................................................................................................................6
(Covered in PPT).........................................................................................................................6
Task4................................................................................................................................................6
(Covered in PPT).........................................................................................................................6
CONCLUSION................................................................................................................................6
REFERENCE...................................................................................................................................7
1

INTRODUCTION
Leadership and Management is the main practices in all business industries. In present
services industry has grown up and developing continuously. Leadership is the process of
influencing the people and behaviour that help to work collectively. Leader has different
qualities who attract the workers in order to collect the workers and get work done effectively.
This report will emphasis on classical management theory and leadership style of restaurant
chain (Basu and Bhola, 2016). Docklands Academy has partnership with Hazev, Haz and Tas in
London. It provides number of services that attract the customers. It conducts number of
interview with Finance, Marketing and Restaurant manager in order to recruit the best
employees. Moreover, report will contain leadership style, structures and use of digital
technology that help to expand the business by using new technology.
Task 1
P1 Management theory and application in service industry
Classical management theory is a managerial theory which is based on the assumptions
and beliefs that employees who are working in organisation have only physical and economic
needs. It does not involve social needs and job satisfaction in order to make business decision.
This theory mainly focused on encourage bottom line profits, centralized decision making and
worker specialization. Mr. Murat is the financial manager and Naz is the restaurant manager in
London who provides number of services with the restaurant chain Hazev, Haz and Tas.
Behavioural Management theory: It is human relation movement theory that addresses
the human dimension of work that help to understand the human behaviour such as motivation.
Expectations, group dynamics and conflicts at the workplace. The manager understand the
problem and solve it in order to increase productivity. In given case scenario, the Finance
manager Murat is offers “Anatolian cuisine as well as Mediterranean” And majority of staff
speaks in Turkish language speaking that helsp to understand ideas of others. The behaviour of
staff and employers are eco friendly that help to solve all problems and increase the productivity
(Bottomley and et.al., 2016). As Naz is the restaurant manager keeps all information about
organisation and maintain good behaviour with staff. Therefore, the restaurant is popular and in
demand because it has different image who provides good services by solving conflicts. In other
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words, Managing Director is very close to the staff and operation by sharing and listening
information within organisation.
Administrative Management Theory: This theory is given by Henry Fayol which is
based on the Scientific management. The main purpose of this theory to manage the business
activities effectively by reducing complexities of restaurant and other industries. It helps to set
the road map that is used to achieve the organisation goals. Fayol has said that management fell
in to purview of fixed activities such as identification, resulting, analysis of skills and principles
required to control the business operation functions. The Finance manager Murat keeps records
of all transaction, analysis and monitor the performance that help to increase the administrative
functions (Collin and et.al., 2015). In given case, Restaurant business like Hazev, Has and Tas
communicates with Mr. Murat and provides all information that help to solve problems.
P2 Role of Leader and leadership style
Style for service sector industry:
Role are defined as duty and responsibility of a leader that help to attain the goals by
performing collectively. A leader is person who shows correct path and generated the outcomes
by performing business activities. Thus organisations adopt different types of leadership style
that help to address the business issues which are arising in industries (Du Preez and Bendixen,
2015). Such as In Dockland Academy, Hazev, Has & Tas give preference to three leadership
styles like Authoritarian, Consensual and Hands off Approach which is discussed below-
Authoritarian: The Restaurant Manager Taz states policies and procedures, and take
decision what goals should be achieved by directing and controlling all activities without any
meaningful participation by the leaders and managers. In this organisation leader has full control
of team that help to increase the business autonomy.
Consensual: This leadership is used to encourage acceptance and does agreement before
taking any business actions. Such as the Finance manager (Murat) of Hazev, Haz, and Taz
interact with Dockland Academy's representatives and take further business decision with the
concern of all managers and members. As all staff are working here collectively and shares the
problems during business activities. The Managing Director manage the restaurant services and
information in order to make effective decision. Moreover, Manager use Key performance
Indicators that help to improve performance of service industry by increasing productivity
( Laudon and Laudon, 2016).
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Hands off Approach: This means delegation of working activities and decision making
process that help to run a business effectively. This theory allows staff to indulge in decision
making process. Such as Hazev, Haz and Tas hires selected and experienced person who works
smartly by delegating the work. The finance manager use this approach and delegate the work in
order to complete the targets (Psomas and Antony, 2017).
It has been concluded that Hazev, Haz and Tas has been successful by using Consensual,
Hand off and Authoritarian leadership style that help to manage the day to day operating
function effectively and increasing the productivity.
P3 Management and leadership style within organisation
As Hazev, Haz and Tas adopt Management and Leadership style that help to increase the
administration power and operation activities. The Managing Director review the leadership style
and management practices that is discussed below-
Management Practices: Management practices are very useful an all organisation such
as it helps to make planning, organising, directing and controlling the business activities that
make effective business decision. The Hazev, Haz and Tas has very straightforward and
attractive structure that make planning in order to managing the business activities. The
Managing Director of Dockland adopts Administrative management theory that helps to record
the operating function such as provide better quality of food, training to employees and make
effective business decision that helps to expand the business. As it introduced digital technology
that helps to keep records systematically. And by adopting Behavioural management theory it
solve the business problems by sharing among all members. Hence, management practices are
helpful in centralized decision making which is one of the core foundation of restaurant industry.
Leadership style: Leadership style are also used in Restaurant chain that help to interact
with finance manager and managing directors in order to obtaining decided goals. There is a
knowledge based relationship among both that help to adopt new technology. As employees are
facing problems to adopting digital technology, Finance manager provide a feed back and
suggestions to restaurant manager (Naz) who provides training to staff in order to accept the
challenges or digital technology. The Restaurant manager uses Hands off, Authoritarian and
Consensual leadership style that help to assess, analysis, improve and making solid business
decision.
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Task2
P4 Internal and External factors that influence management styles and structure
Restaurant industry adopts internal and external factors which may impacts on restaurant
business such as-
Internal factors:
Strength: Hazev, Haz and Tas provides Anatolian Flavours that helps to attract the
tourism because they like turey food which is traditional food. Moreover, it increases the
harmonization among staff by solving problems that leads to a successful organisation.
Weakness: The main weakness of this restaurant is not able to adopt or fully implement
the digital technology by conducting research and analysing data.
Opportunity: By adopting digital technology and more traditional food Hazev, Haz and
Tas can attract more customer who will be happy to obtain services from this industry.
Additionally, it can provide online services that will help to give online booking and cancellation
facility.
Threat: It may be threat for Hazev, Haz and Tas to updreade its system and technology.
Switching in taste and other competitive industry may be a reason of decreasing the business
activities.
External factors:
Political: Any changes in tax rate and regulations in terms of food and prices can impacts
Hazev, Haz and Tas's restaurant positively and negatively. Such as if tax prices are increased
Hazev, Haz and Tas has to pay more tax amount as result its profit margin reduced.
Economical: If inflation rates increases then Hazev, Haz and Tas has to face the
economic problems such as raw material, petrol and labour cost will be increases that might be
create low profit margin situation for business (Shin and et.al., 2015).
Social: As taste or choices of customers are changing continuously that may be a low
profitability and Hazev, Haz and Tas can low customers problems. For increasing number of
custoemr it need to bring new flavours and taste in order to attract the customers.
Technological: This may be an influencing factor for Hazev, Haz and Tas that affects
business because of digital technology. The uses of digital technology can increase the number
of customer by promoting, and collecting data through a system. If organisation does not adopt
digital technology it can face problems that reduces profits.
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Task3
(Covered in PPT)
Task4
(Covered in PPT)
CONCLUSION
From above report it has been concluded that Hazev, Haz and Tas can increase
leadership skills and management style by bringing changes. Digital Technology is a tool which
is used to influence the customer in order to obtain the services. Moreover, this report covered
internal and external factor that may impacts on business positively or negatively for running the
business. Additionally, report contained soft and hard skills that is used to improve the
productivity and keeping patience, humble and good behaviour.
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REFERENCE
Books and Journal
Basu, R. and Bhola, P., 2016. Impact of quality management practices on performance
stimulating growth: empirical evidence from Indian IT enabled service SMEs.
International Journal of Quality & Reliability Management. 33(8). pp.1179-1201.
Bottomley, P., and et.al., 2016. The impact of transformational leadership on organizational
citizenship behaviours: The contingent role of public service motivation. British Journal
of Management. 27(2). pp.390-405.
Collin, J., and et.al., 2015. It leadership in transition-the impact of digitalization on finnish
organizations.
Du Preez, R. and Bendixen, M. T., 2015. The impact of internal brand management on employee
job satisfaction, brand commitment and intention to stay. International Journal of Bank
Marketing. 33(1). pp.78-91.
Laudon, K. C. and Laudon, J. P., 2016. Management information system. Pearson Education
India.
Psomas, E. and Antony, J., 2017. Total quality management elements and results in higher
education institutions: The Greek case. Quality Assurance in Education. 25(2). pp.206-
223.
Shin, Y., and et.al., 2015. Top management ethical leadership and firm performance: Mediating
role of ethical and procedural justice climate. Journal of Business Ethics. 129(1). pp.43-
57.
Shirley, D., 2016. Project management for healthcare. CRC Press.
Thorpe, R., 2016. Gower handbook of leadership and management development. CRC Press.
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