Leadership and Management in Service Industry

Leadership and management
in service industry

Table of Contents
INTRODUCTION...........................................................................................................................4
LO1 Review classical management theories and leadership styles.................................................4
A assessment of the different classical Management theories in relation to hospitality industry
.....................................................................................................................................................4
Explain the roles of a leader and different leadership styles using a chosen hospitality
organisation (can chose your place of work)...............................................................................5
Identify and review a specific management leadership style in the chosen hospitality
organisation (or place of work)....................................................................................................5
Compare and contrast Management and leadership styles in your chosen hospitality
organisation or place of work, stating their relative merits and demerits....................................6
Evaluate a specific organisation’s current management and leadership style at your chosen
hospitality organisation using a typical example or experience..................................................6
With aid of a diagram , explain Talent Management as a contemporary leadership &
Management model.....................................................................................................................7
LO2:Explore the factors that influence different management styles and structures in a service
industry context...............................................................................................................................8
Investigate the internal and external factors that influence Talent management styles Strength
and weaknesses............................................................................................................................8
Present a critical view on specific changes in management styles, using Talent Management
Strategies......................................................................................................................................9
...................................................................................................................................................10
LO3 Assess current and future management and leadership skills for the service sector.............10
Asses current management and leadership ‘hard’ and ‘soft’ skills providing evidence from
specific service sector examples................................................................................................10
Discuss future management and leadership skills required by the service sector and how these
can be achieved..........................................................................................................................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
Leadership and management are two concept which are associated with the managing and
handling of different business processes and tasks. There is need to have proper effectiveness so
that organisational goals are achieved. It is very important to manage the functioning in effective
manner so that leaders are able to achieve the organisational targets and goals (Birasnav, 2014).
There are various factors that helps in leading and managing the organisational behaviour in
proper manner. it is very important for the companies to manage their work effectively and
analyse the need of management within the company. The organisation which is considered in
this report includes the Chester governor hotel. This is a UK hotel which is providing
accommodation as well as lodging services to people. The following report will include classical
management theories and roles of leaders and their leadership styles.
LO1 Review classical management theories and leadership styles
A assessment of the different classical Management theories in relation to hospitality industry
The classical theory of leadership - this is a theory used in the business environment
which is useful for managing the business processes and tasks. There are various powers with the
leaders of company that is useful for taking effective decisions for organisation. According to
this theory, there are various traits within a leader who is managing the different services and
processes in the hospitality sector (Bryman, ed., 2013). They must have good decision making
power which will help in analysing and evaluating various business situations and take the best
decision. According to this theory, there are some benefits as well as limitations (Chemers,
2014). This theory works upon a basic fundamental which states that top executives and top level
managers are skillful and have good qualities for managing the company. there are various straits
within a leader which will help in managing the decisions of business in proper manner. On the
other hand, disadvantage of using this theory is not all managers at top level are skillful and able
to achieve the organisational targets
Classical theory - In context of the trait theory of leadership, there are various qualities as well
as traits which are used by the leaders in order to manage the functions and operations in hotel
properly. Some of the skills and traits include self-confidence, personal skills, business
knowledge, good decision power and creativity. Leader of hospitality organisation must be self

confident and he should have believe in himself that he can execute all business operations and
tasks successfully. This is seen that the leaders of hospitality sector must be having good
knowledge regarding business as they have to complete from other hotels and increase their sales
and profits.
Explain the roles of a leader and different leadership styles using a chosen hospitality
organisation (can chose your place of work)
The role of leader within the Chester Grovenor hotel is mentioned below -
 Effective services - the main objective of leaders within the hospitality industry is that
they must motivate and encourage their employees to provide quality and standard
services so that it will be easy to attract more number of customers (Galuska, 2014).
Also, it is essential for the leaders to manage the business processes properly by
providing effective services to customers.
 Motivation to staff - this is a key factor which is helpful for the management of hotel in
order to analyse different ways by which customer satisfaction level can be increased.
There are various ways by which employees and staff of hotel can be motivated and
encouraged for providing good services and managing the operations in business
effectively.
 Creative – the leaders of hospitality industry must use their creative minds and use new
ways for managing the business tasks that are related to managing the customer loyalty.
In a hotel, the most important asset is customer (Giltinane, 2013). The mastery provided
good services so that they will come and take services given by the hotel. In this way, it
will be easy to manage the creativity as well as increasing sales targets of the company.
Different leadership styles
 Autocratic leadership - This is known as the leadership style in which the leader has
authority to manage the whole company. In such leadership style, the leader has authority
to control activities of team members. There is need to carry different operations on own.
 Authoritative leadership – In this leadership style, leader provides authority to
department head for controlling different operations.
 Democratic leadership - This type of leadership refers to the way of ruling over
employees and subordinates in such a way that their decisions are also referred while
making the final decisions for company.