Leadership and Management in Service Industry

Leadership and management in
service industry

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
LO 1.................................................................................................................................................1
P1 Classical management theories...............................................................................................1
P2 role of leader and different leadership style...........................................................................2
P3 Review management and leadership styles in service sector.................................................3
LO 2.................................................................................................................................................4
P4 Internal and external factors that influence structure and management style.........................4
LO 3.................................................................................................................................................6
P5 current management and leadership hard and soft skill.........................................................6
P6 Future management and leadership skills and its achievement..............................................7
LO 4.................................................................................................................................................7
P7 Change management system in different service industry.....................................................7
CONCLUSION................................................................................................................................8
REFERENCES..............................................................................................................................10

INTRODUCTION
Leadership is the capability of an individual to lead people in organisation. Management is
considered as art or skill that helps in managing employees and raising coordination between all
staff members in order to accomplish the work in significant manner (Seibert and et.al.,2017).
Present study is based on Wa-Pila hotel that aims to retain its skilled people in organisation for
longer duration. Present assignment will discuss different classical management theories and will
apply it I a service industry context. Study will describe role of leader in Wa-Pila hotel and
leadership style implements by leaders of company. Furthermore, report will investigate internal
and external factors that influence management style and structure of business unit. Assignment
highlights hard and soft skill that are crucial for service sector. In addition, report will compare
change management system in Wa-Pila hotel with British Airways.
LO 1
P1 Classical management theories
Administrative (Fayol) Theory-
Henri fayol classical management theory explains that that how management interact
with employees to increase their efficiency and productivity. It includes five key functional
areas; controlling, coordination, planning, organizing and directing (Lorinkova and Perry, 2017).
 Planning- it includes the strategies and planning of the mangers to determine the stages of
plan.
 Organizing-to execute plan it is necessary for mangers to organize and provide materials
like appoint right people on right job.
 Command- here employee should receive command from one manager only. This theory
mentions that dual command is a source of conflict.
 Coordination-according to this theory managers must communicate to the employees for
work together within an organization.
 Controlling-it is the final management activity of Henri fayol, is for the mangers to
ensure that everything occurs according to the plan adopted.
Through all these managements function Wa Pila hotels' managers interact with employees
and increase their efficiency and productivity by applying above key functions (Chun, Lee and
Sosik, 2018).
Frederick's management theory
1

Frederick's management theory basically focused on the improving efficiency of the
employees. According to Frederick theory supervisor should give rewards for the increased
productivity of the employees.
Four principle of scientific management are as follows: science, not the rule of thumb-
replace rule of thumb by applying scientific study of the task (Chaudhuri, 2016).
Scientifically train and develop each employee rather them to leave passively and also by
providing detailed instructions and supervision for each employee in their work performance and
by dividing the work equally between managers and workers so that managers apply scientific
principles to the work and employees are able to perform the task.
Scientific management theory
Here according to scientific management theory Wa- Pila hotels' manager scientifically
train and develop their employees by giving rewards to them for their good work and also kept
record for their job performance.
Contingency theory-this theory depends on relationship between the leadership styles
and situation of an organization. According to this theory no one is the best to handle an
organization or in other words there are multiple ways to make decision for employers depends
on various internal and external situations of an organization. Contingency theory focused on
these points (Nen, 2015). Leader member relationship determines the relationship between leader
and employees that the cooperation between employees and leader is good or not. it also
highlights the degree of task structure and leader position's power. According to the contingency
theory Wa-Pila hotel's manager maintained relationship with their employees and mangers are
able to solve different problems simultaneously with different approaches.
P2 role of leader and different leadership style
 Wa pila leaders understand the organization and interprets the environment leader focus
on the availability of resources and allocate them as per use.
 Develops strategies : Wa pila leaders describes that what an organization is going to do
for achieving goal. They prepare short and long term goals and monitors them effectively
which gives success to the organization (Lanaj, Johnson and Lee, 2016).
 Act as support system: Wa pila leaders supports subordinates by giving proper
information and they participate in their decision making which further helps them to
implement their plans and programmes.
2