Table of Contents INTRODUCTION...........................................................................................................................3 TASK 1............................................................................................................................................3 Covered in PPT............................................................................................................................3 TASK 2...........................................................................................................................................3 Covered in brochure.....................................................................................................................3 TASK 3............................................................................................................................................3 P5: Current management and hard and soft leadership skills providing service........................3 P6. Future management and leadership skills required by business organization.......................4 TASK 4............................................................................................................................................4 P7. Different service organization change management system and leadership in implementing the change....................................................................................................................................4 CONCLUSION...............................................................................................................................6 REFERENCES................................................................................................................................7
INTRODUCTION Leadership and management is an essential part of the business whose role is required at all level of management whether it is top or bottom. Leader is responsible to encourage the workforce and motivate them to achieve their targets successfully. This helps in the development of an employee by enhancing their skill as well as capability and make them an essential asset of organisation. Whereas, manager are responsible to make the plan, coordinate the business activity and take corrective measure during the time of variances.For the better understanding of report Wa-Pila hotels has been selected which provide hospitality service to the traveller such as hotel, food and accommodation services. Thus, hotel make significant effort to make the stay of traveller worthy.This report cover following topic such as classical management theories and leadership style. Analysis of factor that influences management style for the services, as well as current and future management and leadership skill. Furthermore, demonstration of management and leadership skill within service sector are covered within this report. TASK 1 Covered in PPT TASK 2 Characteristic of effective manager in hospitality industry Delegation:The role of manger is to take the organisation in a right direction by allocating task to various functional department based on their capability and competencies. The manager must know their employee and schedule the task accordingly which leads to desirable outcome. This is beneficial not only for management but for employee as well as they get the chance to showcase the best of themselves which helps to gain long term success. Time management: A successfully manager has foresight vision due to which they can prioritize all their work and communicate the same to the employee. The manager of Wa-Pila can accomplish their goal by avoiding procrastination in work and avoiding delay in decision making and execution process.
Understanding your customer’s need and review of the multigenerational leaders and their characteristics Multigenerational leader: The role of these leaders is to understand the needs of different ages and leverage their profitability by providing them value based on the priorities and capacity of different ages. As there is drastic change in the trends of generation shift due to which each generation has its own experiences and perspective. Like, initially organisation used to focus more on selling the services built due to enhancement of lifestyle and disposable income organisation preference is to sell qualitative service. Thus, the manager as well as leader of Wa- Pila hotel is to identify the need and serve society in an effective manner. Characteristic of Multigenerational leader Effective communication:Multigenerational leader gather and share all the vital details and information with their staff that helps to maintain the better understanding. Herein, Wa-Pila hotel can adopt this this skill because it help to avoid misunderstanding and inspire personnel of an organisation. Make decision to achieve share objective: It is relatively tough task for the leader to make the decision based on the changing requirement of various generation. For instance, some traveler prefer luxury facility that matches their status while other are satisfy with the economic class. So the role of multigenerational leader within Wa-Pila hotel is to motivate the staff, analyse the requirement of various segment and perform task effectively to increase the capitalize the opportunities. Critical view on specific changes in management styles With the digitalization, advancement of technology and ease of doing business in national and international market helps the business to provide quick services to the customer that saves their time and are cost effective. Herein Wa-Pila hotel both online and offline platform are used to cover the various customer and handle their queries. Thus, it is convenient process for both manager and traveller as they get all the required information and review of company through digital media. Along with the innovation, it becomes essential for the company to bind good relation with their staff for which selected company can adopt democratic leadership style. As business operate in dynamic environment due to which after a particular period they need to change their working style and patter. These changes may cause negative influence on the staff like they may not prefer the changes and are comfortable in their old regime. Thus, to overcome
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this situation democratic leadership style can help the company to formulate better decision with the help of their employee. On contrary, as every coin has two sides so this style can cause delay in reaching to a conclusion which is time consuming and may become threat for the company if their competitor makes the move faster. Hence, manager and leader must create cooperation among the team that lead to a healthy environment and allocate the resources significant to adopt latest technology. At past, Wa-Pila company has adopted classical theory within which organization used to remain concern for its success and profitability only instead of thinking for the welfare of customer. As the manager used to think that the requirement of an individual is fulfilled by the company due to which they were more task oriented. Along with that they have adopted autocratic leadership style where decision are only made by the few top manager of the company to enhance the efficiency and with the purpose to make quick decision making. Currently, administration theory is applied by the company where different department and functional head is made whose objective is to attain the objective of an organization. Moreover, laissez faire leadership style helped the employee to show their capability and collective makes decision to deal with the problem of an organization with cooperation. Further, currently company promote task culture where group of team member share information in order to arrive at conclusion and overcome negative circumstances. In future, Wa-Pila company will follow scientific management theory to improve the efficiency of workforce and decrease the turnover or absenteeism rate. Additionally, within role culture equal role and responsibility are assigned for better decision of authority. Along with this participative leadership style will help the company to make all decision collectively that enhances the relation between employer and employee. TASK 3 P5:Current managementand hard and soft leadership skills providingservice Characteristics of effective manager within service industry:There are certain skill which the manager of service sector need to acquire in order to fulfill the essential requirement of Wa-Pila company. Thus, to carry out the different roles the manager need to acquire various skills that are defined below:
Innovative thinking ability:The manager of company need to have innovative thinking ability so that they can come up with creative thinking approach in future and perform the various functions of business. This help the firm to establish the effective relation between the employer as well as employee by retaining the interest of the customer. Herein, Wa Pila managers with the help of innovative thinking approach overcome the external issue by forming suitable strategy. Effective decision making:The leaders in the past was used to execute the predetermined strategies in order to enhance the existing process and efficiency. So in future it is vital for the leader to function willingly and create something new on the basis of prevailing opportunities by involving the staff in decision making process. The manager of Wa Pila can conduct the brainstorming sessions that lead in the creation of new solution. Management skill:Managers are responsible to make the effective business decision by performingfunctionslikeplanning,coordinationandmanagingthebusinessoperations effectively (Longest Jr and Darr, 2014). Herein, Wa-Pila hotel managers are required to analyses the internal and external market and provide maximum benefit to employee so that they perform the task within confined period of time. Thus, manager should be relationship oriented as it helps to bind effective relationship that helps in achieving the objective successfully. Leadership skill:Along with manager leader plays an essential role to encourage the staff and perform task effectively. Herein, Wa-Pila hotel which is into service sector include hard as well as soft skill that need to be focused to achieve the desired result. Softskill:Therearevarioussoftskillsuchasmotivation,communication,time management and flexibility that are comparatively harder to inculcate but helps to build interpersonal relationship and team building skill (Johnston and Marshall, 2013). In relation to Wa-Pila hotel the leader motivate the employee which strengthen their potential and gain the wide advantage. Along with that performance appraisal technique can help the employee to achieve their set benchmark to gain benefits like recognition, promotion, incentive and salary hike. Hard skill:It include the technical skill that needs to be enhanced with the innovation and acquired through training session. It helps to enhance the productivity of business as these skill are utilized in favor of an organization. Like, the employee of Wi-Pila hotel can have persuasive skill and during the time of diversification company can hire localities so that they
can well converse in the regional language. Moreover, these skill are beneficial for the profitability. P6. Future management and leadership skills required by business organization With rapid up-gradation of technology and emergence of new competitors, existing leadership and management skills are required to be enhanced. As a result of strong influence of suchfactorscustomer'sawarenesshasbeenincreasedwhichleadstorequirementof improvement in soft skills of employee (Goetsch and Davis, 2014). Soin Wa Pila hotel, managers required to develop new skill such as effective communicationthat assist in dealing with complex or adverse situations. Further in order to minimise difference between potential and existing skill training is being provided by Wa-Pila, that provide assistance in enhancement of capabilities and to achieve objectives of hotel by developing long term customer relationship. Moreover, hotel is required to provide high convenience to its customer for examplewelcoming of guest from airport. The hotel need to design policy in favor of employee to motivate them to put maximum efforts for company. Beside this company can provide motivation to internal staff for increasing their efforts, and provide some monetary benefit like salary hike, promotion, incentive, appraisal etc. Due to immense competition in service sector has lead to the drastic change in the existing leadership and management style.Like, in comparison to past most of the hospitality company including Wa-Pila hotels have become technology prone because of which they uses software and database to store the abundantinformation. Also this has controlled the time and cost of hotel in comparison to manual methods. Along with that to appeal the interest of guests some of the hotels too prefer robots because there the chances of error are low in comparison to the human. Therefore, the major change in leadership and management practices are that most of the dealings are held via online media that include website of company where all the grievances are help through the customer service department. TASK 4 P7. Different service organization change management system and leadership in implementing the change Comparison on the basis of change management system
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Transformational changeUnplanned change It refer to the significant change in the past work process as well as culture in order to remove the barrier and create smooth flow of work. Thesechangesarenotpredeterminedby companyduetothesuddenoccurrenceof unplanned events leaves the negative impact in the business. The manager can forecast the future sue to which transformational changes leads to the implementation of strategy that leads better changes. Here the manager need to take quick decision otherwiseitmayleadtotheunfavourable impact on the organisation. Contrasting based on change management system:Whether it is transformation change or unplanned change both leads to the enhance the existing strategies of an organization. But if the planning and implementation of decision is not implemented properly then it can leads to the error that can affect the functioning of an organizational. Thus, the manager as well as leader make sure they anticipate the market and adopt the changes suitably. Change management is significant forservice industry so business operations require alteration on the basis of future requirements (Milner and Joyce, 2012). For example, during past decadeemployeesatisfactiondidnotgavedomuchimportancebutinpresentscenario employees are considered as most significant asset of business organisation.In this contextWa- Pila hotel, on the basis of change management the various roles and responsibilities in respect of service organisation are discussed below: Roles and responsibilities of service manager: To provide proper training and effective development session in order to beginners as well as existing employees so that they can respond to changes effectively (Birasnav, 2014). To maintain and establish effective coordination between different departments and level , and eliminate competition by cooperation. Change management directly affect the leadership and management style because it becomes necessary for manager to make the employees understand regarding the relevance of changes so that they can make the possible changes. In case of democratic leadership style it
becomes relatively easier for the leader to execute the changes as they share effective relation with the employees. Contrary, in case of autocratic leadership style the staff may disagree regarding the changes which the manager need to execute within short span. Comparison between Wa-Pila Hotel and Marriott International: Basis of differenceHilton HotelWa-Pila Hotel ChangesHiltonisUK'swidehotel chainthatisalsooperating internationally. Thushotel is moreadaptabletowards changesandhavingrisk bearing ability (Jeston, 2014). Wa-Pilahotelnotsomuch adaptabletowardschange management because hotel not baletoadoptnewchanges quicklywhichiscanaffect their market share and leads to reduction in profitability Leadership styleInHilton,bureaucratic leadership style is adopted for effectivedecisionmaking rapidorquickadoptionof changes. Wa-Pila is applying autocratic leadership style. CONCLUSION The above report concludes that leadership and management is an essential part of hospitality industry that is solely based on delivering services to the customer. Adoption of adequate leadership as well as management style helps the business to sustain for long duration and perform the business activity effectively. Moreover, training and development session as well as making the employee familiar with latest technology helps business to fill the gap that occur due to internal and external technology factor.Furthermore, change management system requires the essential alternation to be adopted by an organization due to multi-generational shift. Therefore, this is the only way to keep the company competitive and enhance the productivity of business.
REFERENCES Books and journals Longest Jr, B.B. and Darr, K. J., 2014.Managing Health Services Organizations and Systems, (MHSOS). Health Professions Press, Inc.. Johnston, M. W. and Marshall, G. W., 2013.Sales force management: Leadership, innovation, technology. Routledge. Goetsch, D. L. and Davis, S. B., 2014.Quality management for organizational excellence. Upper Saddle River, NJ: pearson. Milner, E. and Joyce, P., 2012.Lessons in leadership: Meeting the challenges of public service management. Routledge. Jeston, J., 2014.Business process management. Routledge.