Leadership and Management for Service

This assignment explores the concepts of leadership and management in the service industry. It covers classical management theories, the role of leaders and managers, different management and leadership styles, and the importance of soft and hard skills. It also discusses future management and leadership skills and compares InterContinentals Group with Wa-Pila Hotel.

Leadership and
Management for
Service

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
P1), P2), P3) Covered in PPT.................................................................................................3
P4) Covered in Brochure........................................................................................................3
P5) Current Soft and Hard Skills to Management and Leadership Styles with Examples.....3
P6) Future Management Skills and Leadership Skill Required.............................................4
P7) Comparing and Contrasting InterContinentals Group with Wa-Pila Hotel.....................5
CONCLUSION................................................................................................................................6
REFERECNES ...............................................................................................................................7

INTRODUCTION
Leadership can be defined as the process with the help of which an individual influences
the minds of other people in the way which the leader wants from them to do (leadership, 2019).
On the other hand, management can be defined as the process with the help of which different
tasks, activities and works of an organisation are managed in an efficient and effective way for
the smooth running of the organisation. The focus of both these terms are on increasing the
productivity and profitability of organisation. The Hotel chosen for the completion of this
assignment is Wa-Pila Hotels. This assignment will start with different classical management
theories and the role of leader and manager in the services sector. In addition to this, the
assignment also takes into consideration about different management and leadership styles along
with the hard and soft skills of management. Lastly, the discussion will be made about future
management and leadership skills and along with that comparison in between two different
service provider companies will be drawn in managing and leading the change.
MAIN BODY
P1), P2), P3) Covered in PPT
P4) Covered in Brochure
P5) Current Soft and Hard Skills to Management and Leadership Styles with Examples
Characteristics and Skills of Effective Manager:
 Planning: It is an important characteristic of the manager of an organisation such as in
Wa-Pila Hotels. The managers are required to plan properly for their future tasks which
they have to accomplish. In addition to this, it will also help the manager in providing the
employees with proper and timely guidance to the employees and will help the
employees in timely completing the tasks they are provided with (Iszatt-White, 2012).
For example, timely planning will help in removing the future eradications in the work.
 Effective Communication: It is also important role of the manager of Wa-Pila Hotels'
Manager to communicate properly by making use of both the forms of communication
which are verbal and written. It is important for the manager to know about the use of
these form of communication that where to use which type of communication. It will help
in delivering the right message in right and understandable way.
Soft Skills to Management Styles:

 Communication is used in Wa-Pila Hotels as a soft skill which helps it in creating good
and strong relationships with their employees. For example, the employees could be
motivated by communicating properly and also by clearing
 Leadership is another important skill that helps an individual in the motivation of
employees by providing them with proper guidance and support.
Hard Skills to Management Styles:
 Rewards and punishments provided to the employees of an organisation are also counted
under the hard skills to management which makes the employees of an organisation to
work due to fear or for getting rewards (Mehta, Verma and Seth, 2014).
 Centralisation of Power is also a hard skills that makes the employees of an organisation
in which employees can only take orders from the leaders and could not given their own
suggestion to them. For example, providing rewards for positive outcomes and
punishments for then negative outcome.
Soft Skills to Leadership Styles:
 Employee Engagement is a soft skill which is mostly used in the organisations in order to
increase the motivation level of employees so that they could perform effectively and
help in increasing the productivity of the organisation.
 Empathy is another soft skill which is used by the leaders of companies by giving
importance to the feelings of employees also. For example, the viewpoint of employees
of Wa-Pila Hotel could also be taken into consideration.
The importance of using soft skills in the organisation is increasing day by day because
of increasing opportunities and satisfaction of employees at the workplace. Employee Retention
has become a big issue for the companies which makes them to focus on using soft skills in the
working of the organisation.
P6) Future Management Skills and Leadership Skill Required
Along with the above presented skills, it is also important for the Wa-Pila Hotels to make
use of some more skills to management and leadership styles in order to make the organisation
able to achieve their goals and objectives easily (Shek and Lin, 2015).
Future Management Skills:
Managers of Wa-Pila Hotel can make use of soft skill to management styles in the
working of the company such as teamwork which could help the organisation in future while

working on some projects. It could be achieved with the help of setting clear goals and
objectives.
The employees of Wa-Pila Hotel can also be included in the decision making process of
the company as the employees of Wa-Pila Hotel also passes through a number of experiences
during the work they are performing and this will help the company in improving its
performance. It is also related to taking better decisions related to the work they are provided
with.
Future Leadership Skills:
In the future skills which are required by the leaders of Wa-Pila Hotel is by providing the
employees feedback in a calm and patient way that will help in creating positive environment in
working of the company (Gupta, Sharma and Sunder, 2016). In addition to this, Wa-Pila Hotel
can delegate some power to the juniors or subordinates. This can be done by noticing the work
performance of employees whether they are able to handle or not. It will also help the leader to
look upon various other important issues confronted by the organisation as the smaller ones are
handled by the employees itself.
P7) Comparing and Contrasting InterContinentals Group with Wa-Pila Hotel
At the time of implementing change in Wa-Pila Hotel, the comparison in between these
two organisations is provided as under:
BASIS INTERCONTINENTAL
GROUP
Wa-Pila Hotel
Leadership Styles In the following hotels group,
the use of Servant Leadership
is done. It is because the
business of the Hotel is on
very large scale and the
centralisation of power will
impact negatively on the
working of the company
(Sadgrove, 2016).
Wa-Pila Hotel make use of
Participative Leadership Style
in its working as with the help
of this leadership style, the
organisation could easily
implement change such as
making the employees aware
about the benefits that will
arise from the implementation
of that change.

Management Styles The management style which
is used by Intercontinentals
Group is Consultative
Management Style in order to
simplify the decision making
process of the company.
The organisation makes use of
two management styles which
are Autocratic and Democratic
Management Style which
helps the organisation in
managing change in the easiest
way (Veríssimo and Lacerda,
2015).
CONCLUSION
From the above assignment, it has been concluded that management and leadership are an
important part of an organisation that helps in the successful running and growth and
development of the organisation. In addition to this, it is also concluded that with the application
of different theories and models in the working of the organisation, it becomes easy for the
organisation to make changes and adopt them easily by the employees. Further, it is also
concluded that the use of hard and soft skills are also important and impacts positively on the
working of the employees. Moreover, it is also concluded that improvement in the morale of
employees will also help the company in getting positive results from the work of employees.