Leadership and Management for Service

This document explores the concepts of leadership and management in the service industry, with a focus on the specific management and leadership styles adopted by Wa-Pila Hotel. It discusses classical management theories, different leadership styles, and the role of leaders in the service industry. It also examines the internal and external factors that influence management styles and structures in the service industry.

Leadership and
Management for
Service

Table of Contents
INTRODUCTION...........................................................................................................................1
P1: Classical management theories and leadership style in Wa-Pila Hotel................................1
P2 Role of leader and different leadership style in service industry...........................................3
P3. Management and leadership styles in a specific service sector organisation.......................4
P4 Internal and External Factors that influence different management style and structure in a
service industry...........................................................................................................................5
P5 Current management and leadership ‘hard’ and ‘soft’ skills ................................................7
P6 Future management and leadership skills required by the service sector and how these can
be achieved..................................................................................................................................8
P7 Compare and contrast different service industry organisations change management systems
and leadership..............................................................................................................................9
CONCLUSION ...............................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Leadership and management is a wide concept which is distributed at various level of an
organisation as to effective management of task in within different departments (Boyd and
Dougherty, 2016). In an organisation both leaders and managers plays key essential role as they
are authorized and responsible to motivate and encourage workforce in best effective way
towards their overall development. In this present report, Wa-Pila Hotels management structure
has been effectively defined. In the concept of leadership roles numerous set of leadership roles
are taken into consideration which is directly related to guiding employees and followers in order
to accomplish task with best productive outcome. While on the other hand management roles are
confined to planning, controlling, organising and coordinating workforce towards the same
objective related to productive outcome. In addition with this, report include impact of digital
technology on leadership and management on service sector. In this report formative discussions
has been made on, classical management theories, kind of leadership and roles of leader along
with external and internal factor that impact management styles. Lastly, leadership and
management skills that are required by service sector are effectively included in this report.
P1: Classical management theories and leadership style in Wa-Pila Hotel
The theories and styles are the key ingredient in the hospitality industries which result in
better, productive efforts of a work, introduce by employee's be it in any working level of any
hotel management. The manager's need to focus on managing the culture as well important asset
of the catering industries.
There are majorly three theories, which need to be focused by the board of directors of
Wa-Pila:
Frederick Taylor's Scientific Management:
This Scientific management theory was introduced by an early management
theorist(Frederick Taylor). This philosophy, states that work can not be forced upon on staff
members for effective productivity result in successful growth.
Wa-Pila can adopt this as a strategy, in such a way that the manager can treat their
employee's equally and there should be no burden of work on them. There should be a balance
between monetary and non-monetary incentives. It will generate a spark of coordination between
operational staff and employer and work in a group.
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This will outcomes, as an effective and efficient fluency of working in Wa-Pila hotel
management. It will be beneficial in terms of good service for the guest who are visiting on
regular basis and the ones who have the curiosity for adventurous and thriller experiences.
Henri Fayol's Administrative Management Principles:
It is an effective tool which can be utilised by the managers of Wa-Pila. This helps in
creating a disciplined, unity of command, division of works, authority and responsibilities,
hierarchy of manager's chain with ample number of equity between the staff members and the
employer's in the hotel industry
This will initiate a sense of belongingness between the staff members in the Wa-Pila
hotel. It can leads to boosting up of strong relationship in the working culture. By implementing
this philosophy, the managers can get a huge hike in the hospitality industry, which will attract
the potential customers and this may gain competitions in the market.
The Wa-Pila management can use this strategies as linking production, kitchen, motel ,
finance, marketing, Human Resource, and counselling departments for effective and beneficial
result for the successful growth of the business to attain the objectives at specific time period set
by the owners and partners of Wa-Pila.
Leadership Styles:
Autocratic Leadership:
This style can be coined as dominating leader which has all the responsibility, authority,
delegations. This allow process which include a direct input which result in desired output. The
input procedure can include a decision which have to be implemented at any cost by hook and
crook method.
The Wa-Pila, team of managers can introduce this leadership style, on productions and
manufacturing department, where the work have to be completed at specific set time period.
This will allow, no if and but statements loop by the staff members where the result comes in
negative and have to turn the table in positive sources.
The Wa-Pila leaders have to be prudent, so that the workforce teams up to gave
successful and effective result, in building a new leads by attracting new customers to visit in
the hotel.
Democratic Leadership:
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This leadership style indicate free democratic environment in the hotel industry. The
Wa-Pila managers, can adopt this strategy for reducing work pressure in the working culture, for
line and staff employee's.
This will generate a sense of relief and will satisfaction in the workers and will
accordingly work in Wa-Pila hotel and will be able to suggest their creative idea to management
for effective growth.
P2 Role of leader and different leadership style in service industry
Leaders are are those individuals who holds responsibilities towards guidance and
motivation to organisation workforce in order to achieve best possible outcome. Leadership roles
are confined with more far-sightedness that is to generate best from employees. There are some
of the key effective roles that are performed by leaders in hotel:
Setting a clear vision:
Leaders of Wa-pila hotel have an responsibility to influence organisation employees in
best effective manner by making them understand future desirability of organisation. Leaders of
hotel believe that a good leaders effectively influence their employees as to perform their duties
in best effective way while explaining organisation vision. Thus encourage workforce with the
help of new and advance technological measures such as online training materials and letting
their employees engage in virtual world immersion.
Motivating employees:
Motivation acts as a key essential factor that can effectively encourage and influence
employees towards their best performance and effective accomplishment of organisational goals.
In the organisational structure of Wa-pilla leaders motivate employees by ascertaining their
needs and wants and offer them as per according to their desirability. Being a good leader hotel
leader take use of communication methods in order to find out required skill and need of each of
their employees and offering them best effective technological training and measures to guide
and motivate them in influencing manner.
In order to effective accomplishment of roles and responsibilities leaders take advantage
of numerous form of leadership style. Mentioned below there are some of the certain leadership
styles with the help of which leaders within hotel perform their role.
Transactional leadership:
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Transactional leadership consist concentration of leaders on employees performance
along with their level of satisfaction which is directly linked with punishment and rewards in
order to achieve organisation objective in best effective manner. Leaders in Wa-pilla hotel
effectively consider this form of leadership and efficiently encourage their employees by
offering them to characteristics of transactional leadership which include contingent rewards and
management by exception. Both of these measures effectively help hotel leader to monitor
performance of their workforce and offer them best motivational measures as to gain loyalty,
high performance and commitment from employees.
Participative leadership:
In this form of leadership style, leaders of Wa-pilla hotel engage their employees in the
process of decision-making course while holding the authority of concluding decision-making.
By adopting this style of leadership leaders of hotel get effective form of consultation from their
employees. With the help of this leadership style leaders assured high end performance and
engagement of their workers that lead towards ensuring high trained and self motivated
organisation workforce that lead towards better productivity and profitability.
P3. Management and leadership styles in a specific service sector organisation
Both management and leadership style is a influencing process in which both leaders and
managers seek the participation of subordinates as to effectively accomplish organisational goals.
A leader is a person who who delegate roles and influence employees as to accomplish
organisational goals in best effective manner. Within the organisational structure of Wa-Pilla
there are different type of leadership and management style undertaken by managers and leaders
which is described below in descriptive manner:
Management Style
Administrative Management Styles
With the adoption of administrative form of leadership style managers are tend to ensure
completion of work within specific period of time. This form of management style transforms
managers behaviour as highly conscientiousness and are particular to subset orderlies.
Advantages:
Administrative management style benefits a manager to accomplish desired set of
objectives in a specified period of time. This will benefit organisation to get best desirable output
in best effective manner.
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Disadvantages:
Manager with the adoption of this form of leadership style are only concerned towards
optimisation of process rather than on employees and ideas that lead towards hampering
innovation in organisational structure.
Leadership Style
Participative Leadership Style
In order to evaluate each and every aspect of employee behaviour leaders are effectively
require to act in a participative manner rather than to be operate their roles in a directive measure
(Participative Leadership Guide: Definition, Qualities, Pros & Cons, Examples . 2019). This
form of traditional hierarchal style help leader to accomplish a situation in a cooperative manner.
As in this technological advanced world, technology impact on each and every aspect of
organisation and employees. Thus, it become essential for leaders to let each employee
participate in organisational decision-making process.
Advantages:
Participative form of leadership style facilitate conversations and helps leaders to set
proper procedures and rules towards team meetings on regular manner. It further aid in
discussion different types of issues that helps in accomplishment of goals in smooth manner.
Along with this it also facilitate sharing of information and knowledge that effectively encourage
ideas and collaboration.
Disadvantages:
As this form of leadership facilitates contribution of each and every individual, this lead
towards consumption of more time in the process of decision-making that further create
environment of incompetence and indecisiveness.
M1 Analyse management and leadership styles in a specific service sector organisation in
relation to organisational structure and culture
There are various forms of management as well as leadership style that are being duly
undertaken by management of Wa-pilla hotel. In this some of the certain form of leadership style
include democratic leadership style and autocratic leadership style. While if it is talked about
management style respective hotel management take use of consultative and participative style.
With the use of these style, managers as well as leaders of entity operate their functions with
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great efficiency. For instance, democratic leadership style allows Wa-pilla hotel leaders to
provide positive and healthy workplace environment through which performance of individuals
automatically increases. While with the assistance of consultative management style Wa-pilla
hotel manager effectively take views and opinion of subordinate, however decision-making
power is being held by themselves only. It maximizes loyalty among employees that increases
overall productivity and profitability of organisation.
D1 Evaluate a specific organisation’s current management and leadership styles making links to
theorists and providing evidence of organisational practice
There are various forms of leadership and management styles through which leaders and
managers of Wa-pilla hotel can assure accomplishment of their objectives in effective manner.
These style also facilitate them to perform their leadership and management activities with
higher efficiency. It has been analysed that autocratic and democratic leadership style facilitate
Wa-pilla hotel leaders to engage in quick decision-making process through which they can fulfil
organisational objectives in time effective manner. While consultative and participate
management style provide managers of Wa-pilla hotel to increase engagement of employees that
increases their productivity at great extent.
P4 Internal and External Factors that influence different management style and structure in a
service industry
There are numerous form of factors that lead towards affecting organisation in terms of
internal and external environment. It is essential for a leader to evaluate all those factors in best
effective manner in order to extract best possible outcome. In context with Wa-pilla hotel,
organisation leaders is required to consider various elements within internal and external
environment that will surely affect organisation and employees performance and productivity.
Service industry is consists within soft parts of an economy. Main focus of this industry is
towards proper interaction of people and serve them in better manner. Thus, in order to manage
workforce in this industry, it is required by managers to effectively consider different types of
management styles.. In context with Wa-Pila Hotel, leaders acts as an key essential element as
they effectively control, direct, influence, motivate organisation employees with the help of
innovative technology and methods while, managers are subjected to manage administrative
responsibilities in an organisation. Mentioned below there are some certain factors which
requires effective consideration of leaders:
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Internal Factors
Leader's Personality: In order to extract best possible outcome leaders of Wa-Pilla hotel
is require to posses highly determinant and convenient nature with help of which organisation
can effectively lead towards high success. Leaders and managers perform their roles and
responsibilities with best effective leadership and management style according to situations as to
gain best outcomes. In context with, Wa-Pilla hotel, managers outline their formative roles with
authoritarian form of management style as to effectively maintain service quality. s. While in
relation with provision information consensual form of management style has been implemented.
With the help this best effective dynamic environment can be formed that will lead towards best
end results. Yet, it include numerous changes that will further lead toward mismanagement as
adoption of various forms of management styles. This factor will impact on management style
and structure in a way of providing motivation to employee
Employee Diversity: Employee diversity is related to different background, culture of
employees in an organisation. This form of internal factor impact upon management style along
with its structure as every individual have different set of requirement which are require to be
effectively consider. In context with Wa-Pilla hotel, leaders are required to consider horizontal
and vertical structure for skilled and unskilled employees in a simultaneous manner. If the
organisational structure of present hotel is consider, horizontal structure will proves to be
effective as company have knowledgable and potentially skilled workforce. While in terms of
management styles, Hands-off lead towards framing best decision that will lead towards best
effective outcome.
External Factors:
Political and Economical: Both political and Economical factor affect organisation
structure along with its management style. As per according to the political and economical
situation after Brexit it has been seen that there is a instability in both of these factors that may
impact leadership style of Wa-Pilla hotel. Political and economical factor affect management and
leadership style by hampering their decision that is related to financial terms. Thus, in order to
effectively overcome this impact hotel leader is required to take advantage of various form of
leadership styles in addition of horizontal communication in order to create best effective and
positive form of working environment that lead towards increasing working performance of
employees along with organisation production.
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Digital Technology:
In today's digitally advanced world, digital technology proves to be one of the most
important factor that will surely affect leadership style along with its structure. It has been seen
that digital technology drastically evolve in UK service sector industry. Thus, it becomes
essential for Wa-Pilla to effectively consider technological advancements on continuous manner
and adopt the best effective in organisational structure as to further increase hotel efficiency and
brand performance in service sector. If it is consider to the impact, digital technology can lead
towards lowering down performance of organisation in many aspects. In context with managers
of Wa-Pilla hotel manager effectively consider authoritarian style as to set instructions in a clear
manner along with formative training. While if leadership style is consider, consensual
leadership style will proves to be well effective as to utilize technological advancements in best
effective manner.
Thus, with the help of considering all these factors in best effective manner leaders and
managers within Wa-Pilla can perform their daily basis operations in best effective manner. As
hotel is performing their operations in service sector industry with the participation of each and
every employee lead towards increasing overall effectiveness of both organisation and
employees.
M2 Analyse the internal and external factors that influence management styles and structures in a
selected service industry organisation identifying strengths and weaknesses
There are wide range of external and internal factors that are influencing management
structure and style within Wa-pilla hotel. In terms with internal factors elements like employees,
capital and etc. have influence upon entity operations. However, it has been identified that
respective hotel engages their employees in entity decision-making process, it increase loyalty
and sense of belongingness among workers that acts an biggest strength of company. While on
the other hand., in context with external factors elements like technological up-gradation and
consumers have significant influence upon Wa-pilla hotel operations. This has been determined
that respective entity somehow lacks behind undertaking regular up-gradation of advanced
technology that is acting as major weaknesses and affecting growth of company.
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D2 Critically analyse how specific management styles have been influenced and changed by
internal and external factors in a selected service industry organisation
Hospitality industry include wide range of internal as well as external factors that have
influence upon its activities and operations. This has been identified that as to significantly
overcome adverse impact of these factors upon employees performance Wa-pilla hotel managers
are undertaking advantage of consultative leadership style in order to effectively maximise
workplace performance of employees. Along with this, managers of respective organisation also
determine opinions as well as views of employees in the process of decision-making as to
enhance belongingness and loyalty. However, it can be seen that technological up gradation can
affect management style.
P5 Current management and leadership ‘hard’ and ‘soft’ skills
Digital technology acts as most effective factor that is currently being consider by
industries performing their operations in service sector in recent days. In context with Wa-Pila it
is essential to implement soft and hard management and leadership skill in order to effectively
conduct operations in well effective manner:
Hard Skills
Data Mining: This skills is related to proper allocation and gathering of data and
information. Thus, with the help of this skill both leaders and manage can effectively accomplish
their predefined goals that lead towards profitable outcome.
Soft Skills
Persuasion: This skill acts as a key essential element that is required to be undertaken by
manager and leaders of Wa-Pila. As it will effectively lead towards adoption of digital
technological changes in best effective manner as to expand employee knowledge base.
P6 Future management and leadership skills required by the service sector and how these can be
achieved
With the help of numerous form of management and leadership skill managers and
leaders within service industry can effectively able to influence and encourage organisation
workforce towards high end performance and growth
Analytical: This form of skill acts as an crucial and effective management skill with the
help of which Wa-Pila managers can lead towards effective evaluation of changes that will result
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in hotel. It will further aid in accomplishment of work in best effective form as to gain more
benefits.
Communication: This skills is considered as an most important skill that will help
managers to resolve conflicts and other issues in an organisational structure. This will further
lead towards maximum outcome and implementation of change in formative manner.
How this skills can be achieved:
Both of these skills can be effectively achieve with the help of various technological
measure that will further lead towards better customer services. Along with this, by appropriate
training and development measures skills can be effectively achieved. It will further help
managers to train their workforce in best effective manner as to adopt changes in context with
digital technology.
M3 Evaluate current and future management and leadership skills that are crucial for the service
sector
Leadership and management skills are playing crucial role for services sector as they are
directly connected to consumers. It has been evaluated that these skills are acting as an important
element for Wa-Pila Hotel as with the help of this entity can assure its sustainable advancements.
It has been seen that, time management, collaborative working and decision-making skills are
important leadership skills through which leaders within respective hotel can maximise
performance and productivity of their employees. In terms with future management skills
delegation of job to subordinates along with division of work in a proper way among employees
are playing essential role for Wa-Pila managers that facilitate them to assure higher productivity
of both employees and organisation. With the leadership and management skills Wa-Pila Hotel
can gain maximum competitiveness in service sector.
D3 Critically evaluate how, in response to change, management and leadership skills in the
service sector have developed
Change is an essential aspect for every organisation that simulate them towards more
growth and development in respective sector. It has been evaluated that hospitality industry is
observing continuous change due to many factors such as change in needs and demands of
customers and more. These changes are impacting upon organisation functioning in negative and
positive manner. This brings development in management and leadership skill according to
nature of alteration introduced within the organisational premises. This implies that the
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development may be in terms of stringent skills such as authoritative leadership skills or in terms
of flexible skills such as transformational leadership skills. The differences in both the skills can
be analysed on the basis of behaviour of employees that is evident as a result.
P7 Compare and contrast different service industry organisations change management systems
and leadership
There are different types of industries within service sector. Mentioned below there is a
formative comparison done in between Wa-pila hotel and MGN Events.
MGN Events: This industry is engage in the service of offering facilities relating to,
execution of events such as, planning and organizing of work related to, corporate meetings,
sporting eventsm wedding, fashion shows and more (Nayak, 2015). Company is considering
transformational change management system that mainly target their organisational strategy. In
addition with this Laisses-faire form of leadership style is taken by organisation as to avoid any
change.
Wa-Pila Hotel: They are performing their role in service industry which is related to
offering services related to providing accommodation, food and beverage and lodging and other
related industry. Company is undertaking participative leadership style in which they allow each
and every individual to participate in decision-making process. Along with this, organizational
change management is use by hotel in order to effectively manage services.
M4 Analyse how change management affects management and leadership skills and styles
According to the evaluation this has been determined that, change takes place on timely
basis as it is determined as a natural occurrence phenomena that undertakes place in external and
internal environment of an entity. It is being evaluated that change management include wide
range of factors that are affecting management and leadership styles. This makes important for
leaders to take use of efficient form of leadership style as to guide and motivate employees
employees while overcoming negative impact of change in effective manner. Further it has been
identified that it is essential for leaders within company to acts as role model as to effectively
drive change within company workplace premises. While on the other hand, managers are
responsible to take advantage of efficient management style as to underline change program and
develop effective guidance to workers as to implement any form of change in effective manner
while embracing opportunities from them.
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D4 Critically evaluate how, in response to change, management and leadership skills in the
service sector have developed
This has been evaluated that it is essential to adopt leadership and management skills
according to changes that are undertaking place within organisation. In relation to this this has
been identified that, at time, the development of leadership and management skills in context to
change implementation is positive and also gain formative aid as well as support of employees.
While if it is seen on other times, managers and leaders adopt skills that mainly focus upon
implementation of change on stringent basis that later affect employees behaviour on adverse
manner.
CONCLUSION
As per the above mentioned report it has been concluded that, both management and
leadership acts as an one of the essential factor which is required by an organisation towards
growth path. It is necessary for leaders and managers to take advantage of best effective
leadership and management styles in order to accomplish their roles in best effective manner.
Along with this, with the help of digital technology organisation can able to achieve their goals
in best effective manner.
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