Leadership and Management in the Service Industry: A Case Study of Hilton

This presentation explores the assessment of current soft and hard skills within management and leadership in the service industry, with a focus on Hilton. It discusses necessary future management and leadership traits, as well as a comparison of different organizations in terms of change management and talent management strategies.

Leadership and management are key terms that plays
important functions in service industry. The presentation is
about Hilton that is leading hospitality company which work
in service industry. The presentation includes assessment of
current soft and hard skills within management and
leadership. It further discusses about necessary future
management along with leadership traits and some of the
ways these can be attained. At last, comparison and
contract among different organisation in respect to change
management system and leadership addition to talent
management strategies.

Soft skills
Communication
Teamwork
Decision making
Problem solving
Empowerment

Hard skills
Basic business competency is required by a
manager as an hard skill to perform in competitive
environment.
Basic product management knowledge is also
required in hospitality industry where the hotel Hilton
is trading by the management and leader of the
organization so that they can easily forget the
customer as well as introduced the products of the
organization.
Familiarity with economics of the organization is
also hard skill which is required by a manager so that
they can perform within the hospitality industry by
minimizing in negative impact of various factors.

 Technical management skills: hospitality industry is
continuously developing where there is continuous increment
within the technology and allied activities. It is important for
the organization and a manager to develop the technological
skills so that it can work with future perspective.
 Diverse team management: it is also important for the
manager and leader to develop the skills related to diversity
management because in current time the diversity within the
organization is continuously increasing where both men and
women are participating equally.

 Transparency: the concept of transparency is
also increasing current time which will go for
long period of time. what is important for the
managers and leaders in the hospitality industry
to develop their transparency skills where they
can be more clear about the working conditions
as well as maintain effective transparency and
communication in the world to achieve the goals
and objectives of the firm in near future.

Basis Marriott international hotel Holiday Inn
Management style: The manager of the Marriott ,
uses the consultative
management process to
manage and control the all
activities so that organisation
objectives can be achieved in
the long run
Here the organisation follow
the participates style where
employees are include into
problem solving, what method
to follow in the market places.
Leadership style The Marriott hotel , have
delegate style of leadership
where employee are provided
with roles and duties to execute
the task in the effective
manners.
The leader apply the
democratic leadership style in
their management so that all
the task and function are
carried out in the proper
manner.

 The presentation concludes that service
industry performs activities with the help of
management and leadership to achieve
success. In current era, managers and
leaders posses various hard skills along with
soft skills to work effectively.

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