Leadership and Management in Service

This presentation discusses the various classical management theories, types of organizational culture, roles of leaders and managers, and the influence of technology on leadership and management activities in the service industry.

Task 1
Leadership and
management in Service

Table of content
• Introduction
• Different classical management theories
• Different types of organisational culture
• Roles of leaders and managers
• Different management and leadership styles
• Opinion on specific management and leadership style
• Influence of technology on leadership and management activities
• Conclusion
• References

Introduction
Classical management theories are based upon the belief that employees
are only having physical and economic needs. In Hospitality sector
such theories are focused by management in order to fulfil all the
requirements of employees. Any type of social or job satisfaction needs
are not taken in to consideration while implementing such types of
theories. There are various types of them which includes scientific,
contingency, administrative. This presentation covers various topics
such as description of theories of classical management, types of
organisational culture, roles of leaders and managers, reviewing
specific leadership style within the company etc.

Different classical management theories
There are various classical management theories which could be
used in Wa Pila Hotels. All of them are as follows:
Behavioural: It is also known as behavioural psychology which is
based upon idea of learning all types of behaviours according to
various conditions. Situation may take place while interacting with
the working environment. It was previously used leaders of Wa
Pila Hotels to study behaviours of all the employees according to
their responses in different types of situations

Continued...
Contingency: According to this classical management theory, there is
no best and well structured way to execute business operations or take
effective decisions. It states that effectiveness of management is
contingent and depends upon the relationship of behaviour of
managers and difficult situations known as contingencies. In Wa Pila
Hotels it could be used by managers in order to deal with
unfavourable conditions and enhance ability to respond with negative
situations. This theory is presently used by business entities.

Continued...
Administrative: It is a classical management theory which will
be used by business entities in future for the purpose of
managing all the business operations. There are five different
elements of it which are planning, organising, directing,
controlling and coordinating.

Different types of organisational culture
(Handy's theory)
In order to analyse different types of organisational cultures, Handy's
Theory is implemented by managers. It has four different elements
which are as follows:
Power culture: In this type of culture power is hold by some specific
persons who command others to work effectively. In past it was
used by leaders in Wa Pila to increase employee engagement in
work. Rules and regulations in this culture are very strict which are
required to be followed by all the staff members.

Continued...
Role culture: Under this type of culture managers of Wa Pila
Hotels can divide different tasks to the staff members
according to their capabilities and make sure that all of them
fulfil requirement of their roles. It helps to make the strong
functional structure because all the staff members try to
accomplish all the tasks successfully. It is currently used by
managers in the organisation.

Continued...
Person culture: In this type of culture staff members are
considered as more important part of organisation rather than
operations. With the help of it, good relations could be
established by managers in Wa Pila Hotels with their
subordinates. It could be used by them in the organisation in
future.

Roles of leaders in Wa Pila Hotels
• Leaders in Wa Pila are responsible to motivate staff
members to increased their work quality.
• Leaders are also have to play a role of inspirer in which
they make sure that employees get inspired by looking at
their dedication in work.

Roles of managers in Wa Pila Hotels
• Managers have to play a role of administer in Wa Pila in
which they have to make sure that all the activities get
monitored by them.
• Managers are also responsible to manage all the work of
company to achieve organisational goals.

Specific management leadership style
Democratic style: In Wa Pila Hotels managers and leaders
follow democratic style of management and leadership in order to
take opinion of staff members while formulating strategic
decisions for the organisation. With the help of it they make sure
that all the employees get motivated and feel that they are
important element of the company. It helps to inspire and
enhance work quality of workers which results in attainment of
all the organisational goals.

Different management and leadership
styles
Autocratic: It is also known as authoritarian style of leadership in which op
executives giver command to subordinates and they have to work accordingly.
If this style is followed by managers in Wa Pila then power will be in the
hands of one single person who will supervise all other employees. This style
was followed by managers in different organisations in past.
Advantages:
With the help of autocratic style of management decisions could be taken
quickly.
It helps to keep the confidential matters as a secret.

Continued...
Democratic: It is a decentralised style of leadership and management in which managers take advice from employees of the
company in order to make sure that expectations of clients get met. If managers in Wa Pila Hotels select this style of
leadership then it can help to motivate them to enhance their work quality. It is used by hospitality sector organisations such
as Wa Pila Hotel in present.
Advantages:
It is an easy to implement methods as it fits to all types of businesses.
With the help of democratic leadership style strong teams can be built up.
Disadvantages:
It is a time consuming style as the process of decision making in it is very long.
It can seem to be uncertain.

Continued...
Laisse faire leadership: In this type of leadership managers allow the
employees to form decisions for organization by themselves. With the help
of it highly motivated workforce can be acquired as all the workers are
having right to take decision.
Advantages: It helps to motivate the staff members by providing them
authority to take decision for organization.
Disadvantage: When all the employees are having right to take decision then
it can affect efficiency of organization because too many conflicts may
take place.

Opinion on specific management and
leadership style
For Wa Pila Hotels democratic style of management and
leadership is very good because it can help to motivate staff
members and increase their productivity. For example,
technology changes with time and organisations are required to
change their operational procedures accordingly. In this situation
advice from employees could be taken as they have practical
knowledge of interacting with customers.

Influence of technology on leadership
and management activities
Advancement in technology leave impact upon leadership and management
activities of Wa Pila because managers and leaders in the companies are
required to make changes in their decisions according to market trends. As
role culture is followed by the leaders within the organisation so they have to
make sure that latest devices are provided to employees. It can help to reduce
negative impact of technology on leadership and management activities. If
they are not able to make judgement according to it then it will become
difficult for them to meet expectations of clients.

Continued...
It has been evaluated that currently democratic leadership and
management style is followed by managers and leaders in Wa
Pila Hotel. They try to allocate specific roles to all the staff
members so that they can work productively. It shows that the
management style of the organisation is linked with the
handy's cultural theory which helps to conduct all the
organisational practices in appropriate manner.

Conclusion
This presentation concludes that all the business entities are
required to pay attention upon its culture, leadership and
management styles in order to attain all the organisational goals.
Organisations which are implementing democratic style tends to
be more successful as compare to others because it results in
higher employee satisfaction.

References
Shek, D. T., Chung, P. P. and Leung, H., 2015. Manufacturing
economy vs. service economy: Implications for service
leadership. International Journal on Disability and Human
Development. 14(3). pp.205-215.
Swanwick, T. and McKimm, J., 2017. ABC of clinical
leadership. John Wiley & Sons.

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