Leadership and Management of Services

This presentation discusses the importance of leadership and management in the service industry. It explores different classical theories, the role of leaders and various leadership styles. The presentation also reviews the management and leadership style in Wa-pila hotel and discusses the impact of technology on leadership. Finally, it looks at the past, present, and future of leadership.

Leadership and Management of Services

Table of content
 Introduction
 Different classical theories in context of service industry
 Role of leader and different leadership styles in service industry.
 Review the management and leadership style in Wa-pila
 Conclusion

Introduction
Classical management theory defines the belief of workers regarding the physical and
economic needs. It does not focuses on job satisfaction, profit maximisation and
social needs of the workers the classical theories were developed in mid 1900s by
Taylor. Hotel Wa-pila also use different management theories to increase the
efficiency of organization and workers. Manager and leaders plays effective and
efficient in order to achieve the goals and objectives in an organization.

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Scientific management: This management theory was given by Frederick Taylor, the
main objective of this theory is to improve the economic efficiency with the help of
workflows and improving labour productivity.
Bureaucratic management theory: This theory was developed by Max Weber, which
defines that the organization has clear rules and regulation to operate the organization
effectively and efficiently(Noe, and et. al. 2017) Where all the labour and employees
are treated equally

Organizational culture of Wa-pila hotel
This defines the values and behaviours which contributes in the environment and
society. The organizational culture shows unique personality, values and ethics which
shows how people behave in hotel. Handy's four classes of culture explains this as :

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Power culture: This shows that power is
very influencing which affects the
organization. In Wa-pila hotel some
individuals have the power who
develops the decisions.
Role culture: It shows that the roles and
responsibilities for employees are highly
controlled by the managers of Wa-pila hotel .

Role of leader and different leadership styles in
service industry
Leadership is very important at all levels of management in service industry. The leaders
formulates the plans and policies with the help of employees to achieve the targets of
organization(Mesu, Sanders, and Riemsdijk, 2015) Managers formulates the rules
and regulations which are followed by the employees and workers.

Role of Leaders
Improves performance through feedback
and coaching: Leaders always help
their employees if they lack in the
capabilities and abilities with the help
of coaching. The fair evaluation of
employees performance motivate them
to earn more.
Formulate strategies: Leaders
formulate the strategies for Wa-
pila hotel in order to execute the
systematic task and activities.
Right strategies are needed at all
levels from top level to middle
level. People who leads a leader
will always succeed in goal
achievements.

Leadership styles
Authoritarian leadership: This style
defines the bossy attitude of leaders
where they order their employees to get
the work done how they want. The
employees advice and ideas are not
considered in authoritarian leadership.
Participative leadership: This
style of leader is employee
based where all the ideas and
decisions of employees are
accepted by the leader and then
the strategies are formulated at
the end.

Review the management and leadership style in Wa-
pila.
Leadership style is defined as the best method of providing direction , implementing
plan and motivating employees in organisation(Martin, and et. al. 2015). This
leadership styles play a important in the growth of organisation. Leadership is the
ability which influence the behaviours of others in term of achieving the goal and
objective of the organisation. Hospitality industry play important role in term of
providing services for travellers and also for customers as well as for business.

Impact of technology on leadership:
Now days technology play very important role and most of the work in organisation
operate through technology(Ling,, 2016) . Technology affect the leadership the most
successful leaders are the person who use more technology to manage people in the
organisation.

Past, Present and Future Leadership
Past Leadership: The past leadership mainly involves around theories of Trait and
behavioural based which focuses on personal qualities of an individual. The
behavioural leadership approaches states that leadership qualities for an individual
are not inherited and can be gained by an individual. The major approaches which are
considered to manage people in the organisation are Autocratic, democratic and
laissez-faire approaches.

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Present Leadership:
Situational leadership can be referred to as one of the most used approach to manage people in an
organisation. This theory suggest that there is no single approach sufficient to deal with competitive
forces of the environment. This approach persuades leaders to adapt to the organisational situation and
form decisions accordingly.

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Future Leadership:
The leadership in the future will be value based which takes into consideration the concept that values of
the followers must be influenced so that they are able to perform tasks provided. This leadership is
guided by a belief that organisation which has been formed on shared belief tends to be more
productive and flexible. The major advantages which can be achieved through undertaking such
leadership approach is that it is helpful in building trust based and stress free relationships with
followers.

Conclusion
From the above discussion it has been concluded that leadership and management
theory play important in the growth of organisation. In organisation different cultures
are apply in term of managing employees. Democratic and scientific theory
considered as essential and effective theory.

References
Dong, Y., and et. al. 2015. Fostering employee service creativity: Joint effects of
customer empowering behaviors and supervisory empowering leadership. Journal of
Applied Psychology. 100(5). p.1364.
Fischer, M. D., and et. al. 2016. Knowledge leadership: Mobilizing management
research by becoming the knowledge object. Human Relations. 69(7). pp.1563-1585.

Thank you