Leadership and Management for Service

Hi,\nLO1 need to be power point presentation please include speaker note\nLo2 need to be be in the form of a brochure (around 1500 words)\nLo 3 and Lo4 need to be report in word \nI attached the unit handbook maybe is gone help as ideas\nThank you\n

Leadership and management
for service

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK 1............................................................................................................................................3
P1.Different classical management theories and apply these in a service industry context.......3
P2. Roles and different leadership style......................................................................................5
P3. Review of management and leadership styles in WA-pile...................................................6
P4 Internal and external factors influencing the management styles.........................................6
TASK3.............................................................................................................................................8
P5. current management and leadership ''hard'' and ''soft'' providing.........................................8
P6 Future management and leadership skills ...........................................................................10
TASK4...........................................................................................................................................11
P7.Compare and contrast different service industry organisations change management systems
and leadership in implementing change ...................................................................................11
CONCLUSION .............................................................................................................................12
REFERENCES..............................................................................................................................12

INTRODUCTION
The service sectors are the sources to provide intangible products and services to the
customers. To operate the services technically and to satisfy the consumers, leadership and
managerial tasks are accomplished within an organization. The leaders lead and look after the
activities, how to execute them in effective way and a manager defines proper guidelines which
are to be followed by the employees to achieve targets of an organisation. Wa pilla hotel operates
in hospitality sector and provide services to the customers(Ashraf and et. al., 2014). This hotel
follows the leadership and management theories to succeed in the business. The various theories
are designed with unique purpose which enhances the working style of managers and leaders.
TASK 1
P1.Different classical management theories and apply these in a service industry context.
Classical management theory is defined as the theory which is based on belief that
employee only have their physical and economic needs. This theory has its clear organisational
hierarchy with three different management levels. In this theory each group has its different
goals and objectives. This classical theory is explained below:
Scientific Management theory:
Scientific management theory is defined as the theory to analyse work flows and
improving efficiency of economy. This management theory is developed by Frederick Winslow
Taylor in 1880s and 1890 in US. In organisation there are many different ways to do the tasks
this theory consider all those task and choose the best one for performing the task is the main
purpose of Scientific Management. In Wa-Pila hotels manager should use the best to performing
task which is effective in increasing productivity. The main aim of this theory is to improve the
efficiency of each employee working in the organisation by providing them training. More
Emphasis of this theory is on mechanization and automation rather than human behaviour in
organisation. This theory of Taylor called as the scientific theory because all work are done
scientifically. When Wa-Pila hotels apply this theory than its is effective in focusing on train the
worker and set Standard for providing better services to its client (Baranova, A., 2013). In Wa-

Pila hotels manager should assign the job to its worker according to its skills and train them to
work at maximum efficiency.
Bureaucratic theory:
Max weber was born in 1864 and he grew up at the time transforming of industrialisation
into government, business and society. This Bureaucratic theory defines as structure and
administrative process of the organisation. The term of Bureaucratic defined as rules,
regulations, procedures, pattern etc. this term help in reducing the complexity which is going on
in organisation functions, manager of Wa-Pila should make effective rule regulation and pattern
of doing the task which is effective in reducing the complexity in organisation. In this theory
performance of employee is judged by rules based activity and promotions are decided on the
effective performance of individual in organisation.
Different type of organisational culture:
Every organisation has its different culture and unique culture to organize group of
people. Handy's model has its four classes of culture which is explained below:
power culture : In an organisation with the power culture there are few rules and
regulation of power which is held by the few individual which influence all the performance of
organisation. When Wa-Pila apply this culture than it is effective in respond quickly to
particular events. In this type of culture performance of individual is judged by the basis of result
not on the basis the way an employee work in organisation (Fard., 2012).
Role culture: in this culture roles and responsibilities are assigned to the employee on
the basis their specialization , education and interest to get best out of them. In this role culture
power comes with responsibility. In Wa-Pila hotels manager should assign roles and
responsibilities to its worker according the their interest, skills and interest with employee work
effectively and willingly accept the challenge.
Task culture : this task culture teams are made to address specific problem which is
occurred in organisation. In this context, teams are formed with same common interest and
specialization. At the time of addressing problem manager of Wa-Pila made an effective teams
of 4 to 5 people which is effective in solve the problem of organisation.
Person culture: in organisation some employee feel that they are more important than
the organisation this is known as person culture. Employee come to office just for earn money

they get never attached to organisation. Wa-Pila always should take care of this think that
organisation always comes first and everything comes later.
P2. Roles and different leadership style
Roles of leaders in organisation:
 Decision making is defined as key skill of leaders. Leaders play important role in taking
the right decision for organisation.
 Leader should be a good listener, the best leader is a person who talk less and listen or
observe more. it is the role of leader to listen carefully to leading people.
 Leaders should not always take lead in organisation some time they have to give chances
to others. This the role leader that lets other take the leaves.
Role of manager
 Entrepreneurial role , the manager play the role of Entrepreneur in which the take the
initiatives for changes.
 monitor , manager monitor all the performance and correct it if there is any mistake.
Specific management leadership style:
leadership style refer as style which apply to lead other people. The most effective
leadership style is based function of leaders. There are many different type of leadership style
such as autocratic, democratic, transformational team etc. in hospitality industry demographic
leadership is considered as the best strategy.
Demographic leadership: in hospitality sector this demographic style considered as the
most effective style. In demographic leadership style involvement of subordinate are present in
decision making process. In this context if wa-pila use this leadership style than employee feel
valued and work effectively in organisation
Contrast of management and leadership style with its advantage and disadvantage:
Advantage of this both style is focus of this style is on improving the performance of
employee. They both work in the organisation to lead grater profitability in organisation (Hanif,
and Yousaf, 2013).
comparison between management and leadership style with its advantage and
disadvantage:

Basis management leadership
Advantages Advantage of this theory is it
leads to the better decision
making with help ideas and
suggestions of employee.
Advantage of this leadership
style is it is very effective in
decision making.
Disadvantages Some times employee not
understand the complexity of
the problem.
Some time in this leadership
style worker feel demotivated.
P3. Review of management and leadership styles in WA-pile
In leadership style there are various type of style present but in hospitality industry
demography style work effectively. In this leadership style employee can share their idea, view
to its leaders which can be helpful for organisation in term of taking right decision and with this
style employee feel more valued in organisation (Kanji, G. 2012). In this context, employees are
free to share their point of view and this view can be very important for leaders.
In management style , scientific management theory is very effective for hospitality
industry because its more focus on choosing the best way of performing task. In this style
manager's more focus on improving the performance and productivity by provide them training.
Technology play very important role in leadership style this has important use in
providing training to employee. This can be effective in done work quickly. Employee and
leaders can interact easily with help of technology and can share their views with help of this.
Task 2
P4 Internal and external factors influencing the management styles.
Management styles define the methods used by a person in managing a person or an
organization systematically. There are six types of Management styles which are followed by a
manager. These styles are sometimes affected by the positive and negative impact of micro and
macro environment.
Internal factors: The factors influencing the business environment within an
organization. Wa Pila hotel is affected by internal factors Such as suppliers, employees and

regulations and policies of the business these factors are considered as important part of the
organization which affects the service industries but these are controllable factors.
Automated technological factor The automated technological factor defines the
introduction of new machineries to replace the employees of an organization. This affects the
internal employees who are working in wa pila hotel. When the company decides to bring
automated technology in the industry this will bring a negative impact to the employment
opportunities of the workers. They will be no more employed and it will directly affect the
lifestyle of the workers.
External factors: These are the factors which affects the operations and decision making
of the industries. The external factors are described as political, environment, society,
technology, economical and legal factors. These are considered as uncontrollable factors which
can not be controlled by the managers and leaders.
Customers: These affects the business organizations profit by comparing the services
provided by different industries. Customers are considers as king of the business and there are
available with variety of services. There are many chances to shift from one brand to another
because of compatibility and services varied from other industries. Wa pila hotel is affected by
the changing demand and preferences of the consumers because of competitors in the market.
Legal environment: The service industries are affected these days with the legal rule and
regulations of the government. The hotel sector has to follow the legal guidelines provided to
them which includes the health and safety measures, consumers protection act, discrimination
laws and so on. These are meant to protect the consumers interest, Wa pila hotel should focus on
all the health and safety measures for its customers as in the medical services in the hotel
campus(Kristandy and Aldianto, 2015). If the industry avoids the safety measures then this can
affect the customers loyalty for the hotel.
Characteristics of effective manager
High achiever: A manager focuses on the goals of the industry by developing mission
and vision for the company. they develops a layout for the employees which should be followed
to achieve the targets. Manager always thinks to achieve more so that the needs and demands of
the customers can be accomplished.
Knowledge: Managers operate the business organizations they should have enough
knowledge to manage the projects of the wa pila hotel. If they lacks knowledge about the

projects and operations this can lead to the failure of the hospitality industry. A manger should
have the knowledge about the technological enhancement in the competitive environment. They
should introduce online bookings facilities and online payment facilities for the customers.
Communication skills: The manager should have good communication skills to
communicate with the employees and the customers. Manager can communicate face to face or
they can communicate through mails by replying the important mails of the clients and
employees. This increases the trust and loyalty for the wa pila hotel because of the managers
good skills.
Time management: A manager should focus on time management by attending the
meetings on and also make sure about the time management of the task completions.
Characteristics of multi generational leaders creativity: A leader is the one who complete the tasks with creativity. wa pila hotel kids
zone is constructed with so creativity that the kids force their parents to visit the place
again. Here the leader focused on the needs of the kids so that this can help them to
attract the kids through the creativity. Commitment: Here the leader focuses on commitments made to the employees by
sharing the values the wa pila hotel. All the commitments made to the customers are full
filled with the help of leader and employees(Qihua, ., 2012).
 decision making capabilities: A leader have decision making capabilities if the changes
are required to accomplish the task in wa pila hotel. Good decisions leads to good
results.
Specific changes in management styles
Management styles are defined as the different ways to handle the employees and
organizations task to accomplish the goals there are different management styles such as
autocratic, authoritarian, democratic, laissez-faire these styles shows the changes in management.
The autocratic management style shows the power of managers decision making where the
employees ideas are not accepted this decreases the work efficiency of employees and
demotivate them to work in the wa pila hotel. This management style should be replaces with
the democratic style(Santoso, 2015.)Where all the decisions and ideas of employees are
considered it increases the trust and loyalty of the employees.

TASK3
P5. current management and leadership ''hard'' and ''soft'' providing.
Characteristics of manager in service industry:
Communication: in hospitality industry it is very important that an manager should
have effective communication skills. In hospitality manager deal with various client and should
communicate with them so there communication power should be effective(Vogel, and Masal, D
2012)
Confidence: to deal with the customer in hospitality industry it is important to
confidence level in manager. Manager should have confidence on its ability and cab ability.
Skill of manager :
Decision making: in various different situation manager need to take numerous
decision. In hospitality industry in various situation manager should take the right decision.
Problem solving: in hospitality industry manager should solve the problem quickly.
Various problem should be solved by the manager(Seshadri and Sasidhar, K., 2017).
Hard and soft skill
Soft skill:
This soft skill define as the ability to enhance the ability to job done. soft skill are
include people skills , communication skill, decision making skills etc. some of the soft skill is
explain below.
Positive attitude: This is a part of soft skill which determines that a leader should have positive
attitude so that he can motivate the employees with his positivity. Good attitude reflects others to
behave same as the leader is behaving(Yıldız, and et. al., 2014.).
good communication skills: The communication skills is the most important part of soft skills
without this a leader can not express their feelings. This skill helps in communicating with the
employees and the customers of wa pila hotel to maintain good relations.
Hard skill:
Hard skills are related to the skills which can be quantify. These skills are learned in the
classrooms, through books or other training materials such as on the job off the job.
Accounting: It refers to the book keeping which consist the financial entries of an organization.
This process is mainly handled by the accountants(Tohidi, . and Jabbari, 2012).

Writing: The mails, letters are written by the content writers of an organization. This skill helps
in interacting with the people.
Importance of soft skills
 The soft skills helps in maintaining the interpersonal relations.
 soft skills helps in effective communication.
 helps to take appropriate decisions.
P6 Future management and leadership skills
The management skill are defined to the analysis of the skills and attributes of an
employee and requirement of the organization so that the gap of these two factors can be
implemented to achieve the goals. The Future management skills of a manager can be:
Adaptability: This defines the changes which should be adopted with the changing time
to sustain in the competitive world. The future management skills will not only focus on the
ongoing process but also analyse the future demands of the customers. The manager of wa pill
hotel will develop more facilities and technologies to satisfy the customers.
Information management: This future management skill will help in the proper update
of informations to the customers and employees of wa pill hotel such as providing the
information through emails and social media tools. The important informations will be kept
saved in the mails so that whenever required can be used by the management. The uses of
electronic devices will be promoted to save the time and for the safety of data(Tortop, , 2012.)
The leaderships skills are used by the leaders to lead the employees for better work
efficiency. A leader is the one who has the capabilities to make decisions and lead the people by
motivating them to achieve goals of wa pila hotel. The future leadership skills of a leader can
be:
Out centric leadership: This leadership skills defines that the managers and leaders will
require more communication skills to communicate and interact with the employees to meet the
future demands and needs. This will help the leaders to get the feedback of the employee.
Emotional intelligence: This leadership skill helps to know the own attitude and strength
and also helps to measure the employees intelligence.

TASK4
P7.Compare and contrast different service industry organisations change management systems
and leadership in implementing change
In service industry there are various which make changes on leadership and managmnet
in different manner.
Basis Wa-Pila TUI
Leadership style
In Wa-Pila industry
management use the
democratic leadership style in
which ideas, suggestions of
employees are involved. With
the using of democratic
leadership style employees feel
valued in the organisation and
perform well in organisation.
In TUI company management
use the autocratic leadership
style in which there is no
involvement of employees in
any decision making process.
With this leadership style
employee feel less valued in
organisation(Veloso, and et.
al ., 2015).
Change management process
In Wa-Pila company changes
are made according to
requirements. In this there is
no need need to adopting new
method and process etc. this
company make changes as per
requirement by developing of
new strategies.
If any changes is occurred in
organisation than the
management of this company
apply Kurt lewins change
management process in which
in this changes are applied by
three steps that is freezing,
moving and refreezing.

CONCLUSION
As per the given information it can be concluded that managers and leaders plays an
important role in the organization success to achieve the goals and objectives . The wa pila hotel
render services to its customers to satisfy their desires. Here the role of managers and leaders is
crucial they motivate and develops the plans to sustain in the competitive market. Different soft
skills and hard skills helps to show them their effectiveness towards the organization

REFERENCES
Books and Journals
Ashraf and et. al., 2014. Emotional Intelligence and Job Satisfaction among Employees of
Service Sector in Pakistan.
International Journal of Innovative Research & Development.3(5) .pp.205-214.
Baranova, A., 2013. Human resource development in customs based on competency
managment. Customs Scientific Journal CUSTOMS.3(2). pp.84-92.
Fard, S. S., 2012. Ethical Leadership and Moral Intelligence. Oman Chapter of Arabian Journal
of Business and Management Review.34(974). pp.1-6.
Hanif, R. and Yousaf, N., 2013. Reciprocity between Followership & Servant Leadership-
Moderating Effects of Attributes. Available at SSRN 2240355.
Kanji, G., 2012. Total quality management: proceedings of the first world congress. Springer
Science & Business Media.
Kristandy, S. J. and Aldianto, L., 2015. Factors that Influence Student's Decision in Starting-up
Service Franchise Business in Bandung. Procedia-Social and Behavioral Sciences, 169,
pp.318-328.
Qihua, L. A .I., 2012. Discussions on Basic Connotation and Trait in Cultural Construction of
Educational Testing Service [J]. China Examinations, 10.
Santoso, M. I ., 2015. Applying interactive planning on public service leadership in the
directorate general of immigration Indonesia. Procedia-Social and Behavioral
Sciences.169.pp.400-410.
Seshadri, D .V. R. and Sasidhar, K., 2017. Creating Grassroots Leaders through DHAN's Unique
Leadership Model. Harvard Business Review.
Tohidi, H. and Jabbari, M. M., 2012. Organizational culture and leadership. Procedia-Social and
Behavioral Sciences.31.pp.856-860.
Tortop, H. S., 2012. The relation of physics teachers’ leadership with burnout levels and attitudes
towards change. Turkey Case. International Journal of Global Education, 1(4).
Veloso, et. el ., 2015. Conditions for Service Climate in Brazilian Organizations. Latin American
Business Review.16(1). pp.45-61.
Vogel, R. and Masal, D., 2012. Publicness, motivation, and leadership: The dark side of private
management concepts in the public sector. Administratie Si Management Public.(19).
p.6.
Yıldız, et. el., 2014. The effect of leadership and innovativeness on business
performance. Procedia-Social and Behavioral Sciences.150 pp.785-793.