Internal and External Factors Influencing Management Styles in the Service Industry

Leadership and Management for Service (LO2)
P4. Internal and external factors influencing the styles of management in
related to service industry.
Internal factors of Hilton hotel and resorts that influence the styles of
management as the internal factors are those that influence the business from
internal elements.
Organisational structure and culture
Organisation culture is the important combination in working of hotel industry,
types of organisation culture authoritarian, hierarchical and distribution of
power as every organisation follows the culture whether the industry is big or
small. Hilton is one of the biggest industry in this sector so if the culture of
organisation is changed than the management need to interact with the
employees and make them understand about the change and try to make the
better relationship with the employees so they can become more effective.
Innovation
Innovation in the hotel industry is very important as every day new
technologies are introduced so the industry can give the best service to the
guests. In the process of innovation manager has the responsibility to focus on
the development of new services that are being formed to serve the industry
better. As this industry is having the rapid changes in the so that they can
provide the best service for this it is very important for the manager to
understand these changes and then give the training to the employees to learn
these changes and make them aware about the importance of this change.
Multicultural and international workforce
Multicultural workforce means the workforce having the changing age,
physical ability, ethnicity, nationality etc. across all the type of workforce is to
be there in the industry that increase the productivity. It is very necessary for
the Hilton to have the diverse workforce it makes the work of management
smooth. More the diverse workforce leads to have more ideas to the company
to adopt in their working and it increases the productivity and brings the
diverse talent together and also increase the retention.
Employee engagement and commitment
It is very necessary for the Hilton hotel and resorts to engage all the employees
and also having the commitment for working even in the change of any internal
factor. As the internal factors may change due to any reason but the employee
engagement is to be there and also management has to be make the efforts so
the employees can retain. For these the management need to give the training
for the change, set the goals of the company and make the employees focus and
acknowledge for the work.
External factors of Hilton hotel and resorts that influence the styles of
management.
Globalisation
Globalisation is having the positive impact in the hospitality industry as it
makes the entire world into single platform as it encourage the trade in
between the countries and different nations. Globalisation increases the
liquidity of capital in the developed nations to invest in the developing
countries. Management of Hilton hotel and resorts need to take care more about
the services they are offerings as now more guest will arrive globally and at the
same they also start their business in other countries with the help of
globalisation.
Managing diverse talent
Diverse talent is very necessary for the groups like Hilton hotel and resorts so
the company always having the diversity in talent and that will give the
competitive advantage to the company. As the organisations who are having
the diverse talent inclusive of all culture that helps the management to be more
productive. Innovative and also the participation of employee engagement will
be very high. Diverse talent is vital for both the industry and employees it give
benefit to both the sides and helps in building the reputation globally that leads
to increase in the profit and it is the ultimate aim of the management to make
the company profitable and provide more opportunities to the employees. It is
that factor that sometimes may lead to trouble the organisation because of
different style of working and it leads to disputes among the employees and
make the management in miserable condition. It is very important for the hotel
industry to reflect the positive culture of organisation in front of guest. But at
the same time diversity make the workplace effective as it makes the
employees productive. Diversity relates to the nationality, sex, religion and
Stakeholders and customers
Satisfaction of all the stakeholders is the primary role of the
management of Hilton hotel and resorts. Stakeholders is the wide term
that includes the competitors, suppliers, regulators, government etc. and
it is very necessary for the management of the hotel is to satisfy
everyone for example if the tax rate is increased by the government
than it will impact the organisation from the external environment at
the regulators also have the control in the organisation policies and
practices so it is very important for the Hilton to manage the
stakeholder and customers in the way that it cannot impact the working
of an organisation. As the customers of these industries were
considered as guest and they were always been satisfied with the
service as they are the ultimate one who give the profit to the
companies. So the management must be give the close attention to the
customers and make the hotel alive and sound.
Digital and innovative disruption
Digital disruption also called as change in technology means change
occurs when the new digital technology is being introduced in the
service sector. Change in the technology in hospitality industry feel that
customers are now becoming more expectant regarding the entire stay
through the help of applications and now there is no communication is
being held to anyone it makes the work of management easy and they
can be more focus towards the service. For example recently the
recognition technology is being used in the emerging trends and it is
one of the potential use in this industry guest can lock and unlock their
room with the finger print and facial recognition and now we can
imagine that in future the technology will go forward towards the check
in and check out purpose as well.
Mobile and intuitive developments
In today world e-commerce is the boon for the hospitality industry as it
enables the presence of industry worldwide in the coming future. It
makes the business to grow in the short span of time. It is the
development in this field as it control the functions from the gestures
and it just similar to the way that people do the interaction with the real
objects. The best example is bank now many banks did not have the
staff all the workings are done virtually. In this the client can read the
newspaper by scrolling it is all because of designing the app. The best
part of this that it is easy to use if the user learn the specific gesture and
it is the significant part in the experience of user. It is also having the
intuitive controls in case if the gestures are not feeling natural and
intuitive the management also simplify these gestures. It helps the
management to simplify the work but at the same time it is the
challenging for the employees to become friendly and can operate
smoothly.
Personalised service
As many industries that are dealing in this sector are giving the
personalised service by taking the consideration of preferences of the
guest and now the market is very competitive in terms of service
customers can easily switch to the another industry if they are offering
more service, it creates the pressure to the management of Hilton hotel
and resorts.
Political stability
It is one of the key success for the management of Hilton hotel and
resort as it is applied for the hotel industry very well and there is a need
to cope up with the political situation that is being arise in any country
as Hilton is having many properties in different countries so they need
to be aware of all the norms of the countries. As this factors even
influence the number of visitors to both the guest that are traveller and
 REFERENCES
Popli, S. and Rizvi, I.A., 2015. Exploring the relationship between service orientation, employee engagement and perceived leadership style: a study of managers in the private
service sector organizations in India. Journal of Services Marketing. 29(1). pp.59-70.
Mesu, J., Sanders, K. and Riemsdijk, M.V., 2015. Transformational leadership and organisational commitment in manufacturing and service small to medium-sized enterprises:
Popli, S. and Rizvi, I.A., 2015. Exploring the relationship between service orientation, employee engagement and perceived leadership style: a study of managers in the private
service sector organizations in India. Journal of Services Marketing. 29(1). pp.59-70.