Leadership and Management for Service Industries Assignment

Leadership and Management
for Service

Table of Contents
INTRODUCTION ..........................................................................................................................4
TASK 1............................................................................................................................................4
P1 Assess different classical management theories and apply these in a service industry
context..........................................................................................................................................4
Covered in PPT............................................................................................................................4
P2 Explain the role of leader and different leadership styles in a service sector theory ............4
Covered in PPT............................................................................................................................4
P3 review the management and leadership styles in a service sector organisation ....................4
Covered in PPT............................................................................................................................4
TASK 2............................................................................................................................................4
P4. Investigate the internal and external factors that influence management styles and
structures in a selected service ....................................................................................................4
Covered in Poster.........................................................................................................................4
TASK 3............................................................................................................................................4
P5. Current management and hard and soft leadership skills providing service........................4
P6. Future management and leadership skills required by business organisation.......................6
TASK 4............................................................................................................................................7
P7. Different service organisation change management system and leadership in implementing
the change....................................................................................................................................7
CONCLUSION ...............................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
Leadership and management are two important components of any organisation.
Hospitality sector is one in which there are various ways to provide services to customers.
Leadership is defined as the way of influencing subordinates for meeting the needs and demands
of customers. In this report the company which is considered for analysing different leadership
styles is Wa-Pila which is a hotel chain.
TASK 1
P1 Assess different classical management theories and apply these in a service industry context
Covered in PPT
P2 Explain the role of leader and different leadership styles in a service sector theory
Covered in PPT
P3 review the management and leadership styles in a service sector organisation
Covered in PPT
TASK 2
P4. Investigate the internal and external factors that influence management styles and structures
in a selected service
Covered in Poster
TASK 3
P5. Current management and hard and soft leadership skills providing service
Management skills :
In a hotel like Wa Pila, it is said that both manager and the leaders plays a crucial role.
Basically they help up the hotel and growing within crucial Times and helps it in in gaining
ample number of competitive advantages. It is being analysed that management skills like team
dynamics, planning, decision making, strategic mind-set, problem solving, motivating,
managing discipline are some of the important once which are required for the manager of Wa
Pila is required to have (Birasnav, 2014). If it is talked about present management skills of the
manager then of this hotel it consists with decision making strategic mind side and problem

solving only but it is required over here to develop planning, team dynamics and many other are
required to have. With the help of this hotel could easily reach to maximum benefits in specified
time frame. On the other hand, there are some approaches as well like task orientation,
relationship orientation and many more that could be utilised by manager of Wa Pila, in order to
sustain in the market for a longer period of time.
Leadership skills :
As it is mentioned for Wa Pila, leadership also plays a crucial role. Within this hotel, a
leader is required to have a range of skills which could be anything from hard to soft skills. Both
of these within leadership context are given beneath:
Soft skills: Communication, delegation, motivation given to team, trustworthiness,
Creative Thinking and innovative problem solving are some of crucial soft skills that are
required for a leader within Wa Pila are required to have in order to deliver competitive
advantages to the hotel. But in present time, leader of this hotel only has trustworthiness,
delegation and communicative skills that can only deliver the information two staff so that they
could directly achieve their targets but due to lack of innovative problem solving and motivation
given to the team Hotel faces a range of problems (Chen and Cheng, 2012).
Hard skills: Knowing more than two or three languages, persuasiveness and more
coming under hard skills within the leadership and it has been analysed to that within this hotel
leaders do not follows the skills which impacts upon overall performance of the hotel and
reduces the ability of productivity, which can easily be enhanced with the help of these skills.
Hair, it can be said that there are a range of approaches within the leadership that could easily
help leaders in in improving their leadership quality or the skills and this could be anything from
situation, transformational and inspirational leadership styles (Fitzgerald and et. al., 2013).
A small difference among hard skills of Management and soft skills of leadership are
given which will help both managers and leaders of Wa Pila hotel in understanding the
importance of both
Hard skills of Management Soft skills of leadership
Persuasiveness and knowing two or three
languages are required for or manages to you
have within the working environment because
these are the individuals who directly
Motivation given to the staff with developing
a whole new compensation policy and more
could be considered as soft skills that are
required for a leader to have in order to

communicate with customers that have came
from a different country or from the same
nation. Here it is required for Wa Pila’s
managers to have these skills in order to
deliver the best to customers and
communicate with them much more
effectively.
become a much more effective leader for the
Hotel like, Wa Pila. With the help of this, it
can easily be said that leaders may help staff
members in getting motivated towards their
work and might perform well (Jiang, Chuang
and Chiao, 2015).
P6. Future management and leadership skills required by business organisation
In service industry, it can be said that both management and leadership skills that are
required has got changed due to alterations among courses. It can be said that Technology has
changed the whole scenario of the world where education level has also became high. This has
made the customers much more understanding which directly increases the importance of soft
skills within a manager or in a leader. It has been analysed that if the managers and leaders of
Wa Pila Hotel develop these skills like team dynamics, communication and more then there is a
high chance of this hotel to might become one of the successful business hotel in a short span.
Future is filled with technology and this has raised chances for Wa Pila hotel to take in
use of these Technologies in order to train individuals so that they could directly start attaining
there specific goals and targets. On the other hand importance of soft skills can also be seen
through various ways like, communication and motivation given to others are the two major soft
skills that are required within the a manager or a leader (Johnston and Marshall, 2013). With the
help of this, Wa Pila hotel might become favourite for its target customers due to get in bus
services from the employees of this hotel.
Along with this, it can be said that developing a range of capabilities with n the leaders
for the managers might help them in giving orders or developing a range of favourable policies
for employees (Nixon, Harrington and Parker, 2012). This can be done through knowing the
capabilities with the help of taking in use of self awareness approach. On the other hand, can also
be said that when it comes to self praising then reflective practice could be considered as one of
the crucial approach that can be utilised. This helps in focusing upon the weak points and on the
strong points as well at the same time. Through this, maximum benefits can be gained by both
managers and leaders of Wa Pila hotel (Lee, Lee and Park, 2014). Career development can

easily be done with the help of self awareness and reflective practice by managers, former
leaders and staff of Wa Pila.
TASK 4
P7. Different service organisation change management system and leadership in implementing
the change
Change management is said to be a crucial approach which is required for every single
business organisation within service industry or any other sector. This helps in making
alterations within the services offered by hotels to the customers based on their requirements for
current trends (Riccucci, 2014).
In a hotel like, Wa Pila both managers and leaders are the two individuals who bring
change within the service industry organisation. They may carry a range of roles and
responsibilities while implementing the change management system within the hotel (Testa and
Sipe, 2012). If it is talked about service manager of Wa Pila, then he carries arrange of
responsibilities and rose and these are given underneath :
Roles of service manager while implementing the change:
 To provide training to staff based on the requirements, as bringing change within the the
hotel also brings fear of losing job among staff members. Another role of service manager within Wa Pila is to communicate with top management
and lower management so that change can be brought in the hotel with an ease (Van
Wart, 2014).
Responsibilities of service manager while implementing the change:
 To manage the staff accordingly as per there capabilities, while breathing in the change
within Wa Pila.
 Another responsibility of service manager while bringing in the change then that is to
manage the policies which has been developed by leaders and employ them at workplace
with an ease.
On the other hand, if it is talked about the communication process then and while
implementing the change it is required for the service manager or the leader to follow arrange of
steps and these are given beneath of communication process.

Sender : This could be considered as the First Stage where manager of Wa Pila generate
the message or the information which he or she is willing to convey to the receiver.
Message : Information, feeling are being enclosed under this section and all the intentions
as well of the sender that he is going to communicate further.
Encoding : Message then gets generated by the sender that is service manager of Wa Pila,
gets encoded the information which he is trying to convey to others about the change that Hotel
is going to bring in.
Media : Medium of sending the information gets selected under this and it can be
anything from mail, telephone, internet, post, fax and many more.
Decoding : The encoded information is being decoded under this section which helps in
in understanding the information that sender has given to the receiver.
Receiver :information to whom sender has sent the information to is received by the
receiver.
Feedback : Once the information is being received by the receiver the process gets
complete of the communication and this could be done with the help of conveying information to
the sender that the the information has been received.
In any organisation, change management along with leadership is necessary for
implementing change in order to provide new and advanced products and services to their
customers. Regular change is essential in the services industry as it will aid the company for
providing best and effective services to the end consumers. If customers get new services
according to the latest technique, then the satisfaction level will be enhanced as well as lot of
people will attract towards the company. There are some steps that will definitely help and
understand the need of change within the company like Wa-Pila Hotel-
Increase urgency – It will motivate the leaders within the company to implement new
change and also make effective changes which are real as well as relevant in order to increase the
quality of services.
Build the guiding team – Also, it is very essential for a leader to select right candidate at
right place in order to achieve organisational goals and objectives. As a result, effective and
good leader will be able to manages an impressive team building.
Get the vision right – Team along with team members should have clear vision which
will emphasise on creative as well as emotional aspects which will aid the needs of people.

Communicate for buy in – According to this, leaders of the company should adopt new
style of leadership and communicate it with their employees in an effective manner.
Empower actions – It includes eliminating all the obstacles and conflicts within the
company, by adopting effective leadership style.
Create short term wins – It suggests that leaders of the company have to develop small
goals at initial stage, as it will helps in motivating employees for working hard (Zehir and et. al.,
2012).
Difference between Marriott International and Wa-Pila Hotel
Marriott International Wa-Pila Hotel
Change management system Marriott International is a big
chain of hotel in the hospitality
sector and hence this
organisation is having an
effective change management
system (Van Wart, 2014). In
their hotel, they can opt any
change as per requirement
without any conflicts. This is
so because they have an
effective change management
system which can help them in
managing any kind of change.
On the other hand, Wa-Pila
hotel do not has efficient
change management system.
This reduces the productivity
of employees and decreases the
effectiveness of change in the
organisation. In addition, their
change management system is
failed in the situation when
they need to make any change.
It is so because their change
management system is unable
to understand what
requirements are needed to be
done in their hotel.
Leadership style The leadership style adopted
by leaders of Marriott
International is autocratic style
of leadership. In this style of
leadership, their members are
free to take decisions without
The leaders of Wa-Pila follows
bureaucratic style of
leadership. Under this
leadership style all the
employees work under
instruction of managers, they

too much intervention of
managers. As well as due to
this leadership style, managers
have more alternatives to take
suitable decisions.
do not have right to take
individual decisions. Due to
this, employees can not work
with full of freedom.
On the basis of above specified theories, it can be said that management team of Wa-Pila
Hotels can apply leadership theories in their organisation for motivating its employees and
enhancing the productivity of the company (Lee, Lee and Park, 2014).
CONCLUSION
With the help of above mentioned report, it can easily be said that business organisation
within service industry can easily survive if it carries effective leaders and Management. This
can only be done with the help of training, self-interest and motivation given to others. It has also
been summarised that with the help of a management system change can easily be applied within
the hotel that might help company in sustaining in today’s competitive world for a longer period
of time. For a hotel, it is required to make alterations within its services so that customers do not
feel bored or lose their interest from it and this can be done easily by effective and efficient
leaders and managers at the same time.

REFERENCES
Books and journals
Birasnav, M., 2014. Knowledge management and organizational performance in the service
industry: The role of transformational leadership beyond the effects of transactional
leadership. Journal of Business Research. 67(8). pp.1622-1629.
Chen, W.J. and Cheng, H.Y., 2012. Factors affecting the knowledge sharing attitude of hotel
service personnel. International Journal of Hospitality Management. 31(2). pp.468-476.
Fitzgerald, L. and et. al., 2013. Distributed leadership patterns and service improvement:
Evidence and argument from English healthcare. The Leadership Quarterly. 24(1).
pp.227-239.
Jiang, K., Chuang, C. H. and Chiao, Y. C., 2015. Developing collective customer knowledge and
service climate: The interaction between service-oriented high-performance work
systems and service leadership. Journal of Applied Psychology. 100(4). p.1089.
Johnston, M. W. and Marshall, G. W., 2013. Sales force management: Leadership, innovation,
technology. Routledge.
Lee, J., Lee, H. and Park, J. G., 2014. Exploring the impact of empowering leadership on
knowledge sharing, absorptive capacity and team performance in IT
service. Information Technology & People. 27(3), pp.366-386.
Nixon, P., Harrington, M. and Parker, D., 2012. Leadership performance is significant to project
success or failure: a critical analysis. International Journal of productivity and
performance management. 61(2). pp.204-216.
Riccucci, N. M., 2014. Leadership and the transformation of a major institution: Charles Rossotti
and the Internal Revenue Service. In Serving the Public Interest: Profiles of Successful
and Innovative Public Servants (pp. 24-35). Routledge.
Testa, M. R. and Sipe, L., 2012. Service-leadership competencies for hospitality and tourism
management. International journal of hospitality management. 31(3). pp.648-658.
Van Wart, M., 2014. Dynamics of leadership in public service: Theory and practice. Routledge.
Zehir, C. and et. al., 2012. Total quality management practices’ effects on quality performance
and innovative performance. Procedia-Social and Behavioral Sciences. 41. pp.273-280.