Leadership and Management of Services
Added on 2021-02-19
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Leadership and Managementof Services Table of Contents
INTRODUCTION...........................................................................................................................3TASK 1 ...........................................................................................................................................3P1 Different classical theories in context of service industry................................................3P2 Role of leader and different leadership styles in service industry.....................................4P3. Review the management and leadership style in Wa-pila................................................5TASK2.............................................................................................................................................6P4. Internal and external factors influencing management styles..........................................6TASK 3 ...........................................................................................................................................8P5 Hard skills and soft skills required in service sector ........................................................9P6 Future management and leadership skills.......................................................................10TASK4...........................................................................................................................................11P7.compare and contrast different service industry organisation change management systemand leadership implementing changes..................................................................................11CONCLUSION..............................................................................................................................13REFERENCES..............................................................................................................................13
INTRODUCTIONLeadership ad management functions are very crucial for service industries to operatethem smoothly and effectively. Services are intangible through which the companies earnrevenues. These services can be defined as retail, transport, distribution, customer services, foodservices and hospitality services. Leaders and managers plays a vital role in guiding andformulating the policies and procedures for the industries to carry the task properly. In thisassignment Wa-pila hotel is chosen as the hospitality service sector which provides best servicesto its customers. In this assignment various management an d leadership theories will beexplained in the context with hospitality sector to determine the culture of the organization(Bushand Middlewood,, 2019)TASK 1 P1 Different classical theories in context of service industryIntroductionClassical management theory defines the belief of workers regarding the physical andeconomic needs. It does not focuses on job satisfaction, profit maximisation and social needs ofthe workers the classical theories were developed in mid 1900s by Taylor(Popli, and Rizvi,2015)Hotel Wa-pila also use different management theories to increase the efficiency oforganization and workers. Manager and leaders plays effective and efficient in order to achievethe goals and objectives in an organization. This approach is classified into three managementtheories as:I)Scientific management: This management theory was given by Frederick Taylor, themain objective of this theory is to improve the economic efficiency with the help ofworkflows and improving labour productivity. This theory focuses on the one best way todo a job. Wa-pila hotel uses this theory in context of workers to develop standards andselecting the appropriate workers for performing job. By this the organizationsproductivity will increase and this will motivate employees to achieve more. II)Bureaucratic management theory: This theory was developed by Max Weber, whichdefines that the organization has clear rules and regulation to operate the organizationeffectively and efficiently(Noe, and et. al. 2017) Where all the labour and employees aretreated equally. Wa-pila hotel managers apply this approach in organization to clearly
describe the work to each employee and proper division of labour is done by themanagers in the specialised fields. It also follows the proper promotions and selectionswhich are based on technical qualifications. III)Administrative management theories: This theory was developed by Henri Fayol, thefather of modern management. Administrative theory explains that to achieve a commongoal different activities are necessary to perform in a systematic manner including clearlydefined task, division of labour. This theory is useful for Wa-pila hotel in organizing thetask properly and directing the labours to do the activities properly to achieve goals. Organizational culture of Wa-pila hotel This defines the values and behaviours which contributes in the environment and society.The organizational culture shows unique personality, values and ethics which shows how peoplebehave in hotel. Handy's four classes of culture explains this as :Power culture: This shows that power is very influencing which affects the organization.In Wa-pila hotel some individuals have the power who develops the decisions. Role culture: It shows that the roles and responsibilities for employees are highlycontrolled by the managers of Wa-pila hotel .Task culture: This defines that teams are formed to address the problems in progressprojects in the hotel. Person culture: Here it is determined that the Wa-pila hotel is a collection of personswho perform the work. P2 Role of leader and different leadership styles in service industryLeadership is very important at all levels of management in service industry. The leadersformulates the plans and policies with the help of employees to achieve the targets oforganization(Mesu, Sanders, and Riemsdijk, 2015) Managers formulates the rules andregulations which are followed by the employees and workers. Leadership and managementstyles are used to monitor the task and employees, here the role of Wa-pila hotel's leaders andmanager is defined:Role of leadersFormulate strategies:Leaders formulate the strategies for Wa-pila hotel in order toexecute the systematic task and activities. Right strategies are needed at all levels from
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