Leadership and Management for Service

This report discusses the characteristics and skills of effective managers in the service industry, the impact of hard and soft skills on leadership styles, the importance of soft skills using technology, and the importance of technology-oriented management and leadership skills. It also evaluates the skills crucial for service and analyzes changes affecting management and leadership styles in the service sector industry.

Leadership and Management
for Service

Table of Contents
INTRODUCTION.....................................................................................................................................2
MAIN BODY............................................................................................................................................3
SCENARIO 1 – Disclosed in Power point presentation......................................................................3
SCENARIO 2 – Disclosed in Brochure................................................................................................3
SCENARIO 3& 4.................................................................................................................................3
Characteristics and skills of effective managers in the service industry...........................................3
Underlining hard versus soft skill in specific hospitality service management role and its impact on
leadership styles...............................................................................................................................3
Importance of soft skills using technology........................................................................................3
Importance of technology-oriented management and leadership skills..........................................4
Evaluating the skills crucial for service etc. ......................................................................................4
Contrasting the service sector change management systems..........................................................4
Analysing changes affecting management and leadership styles.....................................................5
Critically evaluating changes inthe management and leadership skills in the service sector
industry.............................................................................................................................................5
CONCLUSION.........................................................................................................................................6
REFERENCES..........................................................................................................................................6

INTRODUCTION
Management is an approach used for controlling and monitoring business performance in an
organisation. Further, Leadership services are applied by business organisations to motivate
& encourage employees in order to improve efficiency ad effectiveness. This report describes
different types of classical management theories. Further, this report includes various types of
organisational structure. Furthermore, factors that influence management styles are discussed
in this report. Moreover, recent & future management and leadership skills are explained in
the below report. At last, this report elaborate management & leadership skills used in service
industry.
MAIN BODY
SCENARIO 1 – Disclosed in Power point presentation
SCENARIO 2 – Disclosed in Brochure
SCENARIO 3& 4
Characteristics and skills of effective managers in the service industry
Good management skills are very important for every business organization to
achieve success and goals. A manager should always foster good and effective management
skills in line with the mission framed. Also it is duty of manager to make proper allocation of
available business resources properly and makes plans, strategies to protect business from
internal and external sources of environment. For every business, it is very important to have
effective management led by manager having effective communication skills, leadership,
knowledge and capability to make better decision as well (Alipour and Taleghani, 2016).
A good manager should formulate plans, strategies and actions which assist directly in
attainment of business goals in a cost effective manner. Manager has to ensure that
management of time is very important in case of completion of any business project. Also, he
should be capable of motivating employees by dealing with conflict between them.
Underlining hard versus soft skill in specific hospitality service management role and its
impact on leadership styles.
Leadership style creates impact on the business organization such as by increasing
employee morale, productivity, decision making process. For becoming successful leader, it

is very essential to analyze problems and issues timely and resolve it by assessing the skill
level of subordinates. By choosing the most appropriate leadership style for the situation, an
effective leader provides a lasting impact.
Resolving any business goal related query and issue on time can preserve business
resources as well as funds from getting wasted. Proper direction should be given by a good
leader for making business successful.
As per the assessment made it has been evaluated that current management and
leadership in repsect of hard as well as soft skills basically comprises:
1. Hard Skills – Are related with skills and capability of both the manager as well
as leader in providing teachable knowledge to their employees related to new strategies and
plans made for the attainment of business goals and objectives. It includes factors such as
having professional competence and knowledge, technical as well as operational information.
Also having good typing speed and adequate knowledge about concept of finance, accounts
and other business related department can help business in gaining competitive advantages in
the marketplace. For example in case of Hilton hotel, manager having knowledge about
computer program can makes improvement in its business procedures related to online
booking, reservation on behalf of its clients.
2. Soft Skills – It is related with the interpersonal skills with the help of which
every manager or leader can interact and communicate with its peer and subordinates for the
bettement of business as well as for employees. Soft skills basically covers ability of manager
in making effective communication, motivation and patience among its employees. Also,
ability to manage time and problem solving skill helps company in gaining advantage out of
current market opportunities. Furthermore, by having effective leadership and team work
with flexibility, every business organisation can achieve its set defined business targets in
much effective and efficienct manner. For example – Leaders in service sector industry needs
to formulate flexible business plan which needs to be communicated to its team member for
effective business operations.
Importance of soft skills using technology.
Soft skills are defined as the personal traits which enhances the overall performance
of the employees as well as of the business too. It comprises of personality traits, courtesy,
social values, language fluency, personal habits and optimism nature of the manager. With
the help of soft skill, a manager can manage business operations in successful manner. Also,

it can assist in creative thinking and providing proper solution to problem faced by any
employee or business itself (Saad and Sankaran, 2018). With the help of effective and proper
communication, manager can overcome all the business issues faced and can improve the
overall productivity as well as efficiency of business operations.
Importance of technology-oriented management and leadership skills.
With the help of technology, processes it can assist in making management and leadership
skills better and much easier to accomplish business goals. Proper planning, directing,
controlling of management can help in making effective business resource allocations. The
main importance is that with the help of it companies can direct and automate functions
which require employees and human resources (Bartz, 2017). Business transactions has to be
recorded by making proper data entry and with the help of analytics system, bookkeeping
which further assist in making accounts and reports. It also allows business in working more
efficiently and efficiently by mitigating the risk of human error.
Evaluating the skills crucial for service etc.
For rendering service, it is very essential to possess some service skills for making more
profit and retaining of customer base. Skills required are as follows:
1. Clear communication skills – Effective communication skills can help service
provider in making sales high.
2. Product knowledge – The service which the service providers are dealing in, should
have full knowledge about it.
3. Positive attitude – Always carry positive attitude while providing any type of service
to customer. Any negative image created by service provider can harm the overall
business performance (Dhar, 2016).
4. Problem solving skills – It is very important for a service renderer to have full
knowledge about the solution to the problems which a customer can have. Proper
resolution of problem can make service better rating.
For example -customer experience analysis can help a company in taking feedback
about the quality of service and changes required therein. It can help a company in
rendering of more better service.

Contrasting the service sector change management systems.
Any change in the management system of the company can lead to change in the
overall business operations and processes. Business organisation may sometimes need to
change its business strategies and tactics because of various factors such as new
technological developments, rules, legislations, laws, policies market factors etc.With
changes in the management system, company can evaluate its business resources which is
assigned with unproductive business operations (Lim, 2016). Also, it can assist in reducing
the overall business stress by reducing unnecessary cost expenditure allocated with the
most unproductive business production function.
It also assists in making proper planning related to procurement of business
resources and its effective allocation to different business department as per their
requirements. This can help business in managing its business operations effectively as
well as efficiently in a cost effective manner.
Hospitality Sector Telecommunication Sector
Changes implemented For making high profits, focus
of hospitality sector is always
on attracting large number of
customers as compared to its
competitors. As a result of
which such industrial sector is
always required to implement
better improved changes in its
services and products so as to
attract and retain customers on
large basis.
In case of telecommunication
sector, it is necessary for
companies engaged in this
business to adopt new strategies
and plans related to its
telecommunication services
such as low tarrif rates, free
messages faciliity etc.
Change management
system adopted
Kurt lewin method can been
used by companies engaged in
the hospitality business as its
main focus is on three process
viz. Unfreeze, change and
freeze.
Change to made in business
operations should considers 7
factors as specified by
McKinsey viz. Strategy,
structure, systems, shared
values, staff, style and skills.

Such model emphasises on
learning of new and better
options for making business
more effective, adopting any
changes required and
continuing with such new
changes such as changes in
ambience and infrastructure
facility.
For conducting business in
more successful manner , it is
necessary to adopt requisite
changes such as combo offers of
free internet services with low
call tariff rate.
Leaders are required to consider all the business plans, strategies and standards as
used by its competitors for gaining competitive advantages in the marketplace. By making
use of best techniques and procedures, both the hospitality and telecommunication secot
industries can makes improvement in their productivity as well as profitability aspect.
Analysing changes affecting management and leadership styles.
With change in the management and leadership style of a company, it becomes very
important to cope up with coming changes for remaining competitive in the market.
Continuous changes in style of managing and leading employees of business can lead to
increase in confusion and misinterpretation about the objective to be achieved. Also, it can
make employee unaware about what actions to be taken to achieve the set desired goals of the
business in an effective manner (Arasu and et.al., 2016).
It is very important for every business organisation to bring new concepts, thoughts
and processes which are currently adopted by the rivalry business firms so as to gain the
competitive advantages. Also, bringing changes in the management techniques, updating of
technology can help in improving the overall business efficiency of the business.
Critically evaluating changes in the management and leadership skills in the service sector
industry.
As per the opinion of Hurmelinna – Laukkanen and Olander (2019), by making
changes in the skills, knowledge related to the management and leadership function can help
in better growth and development as well. It is very important to grab the current market
opportunities on time and make use of it for gaining the competitive advantages in the
market. With adoption of new and better improved techniques, a company can makes use of

business resources more effectively for attainment of business goals.Also, it can assist in
development of knowledge, concepts, thoughts which can provide benefit for long run.
Saleem(2015), argued that with frequent changes in the management and leadership
skills, employees may feel dissatisfied with their work and it can hamper the overall
productivity of business too.
CONCLUSION
Leaders as well managers are very important business asset which works towards achieving
high organizational performance as well as profit margins. By effectively leading and
managing business employees, it can lead to increase in motivational level and improves
individual performance level. The report has defined about different management and
leadership style with the help of which Wa-Pile Hotels has been making high profit as a result
of which the staff becoming more happier and motivated in their work. Also, the report has
discussed about the effect of both the external as well as internal technological factors on the
effectiveness of manager and leadership skill.
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