Leadership and Management for Service Industries

This report discusses the role of leadership and management in service industries, with a focus on the case study of Hyatt Hotels Corporation. It covers classical management theories, different leadership styles, and the influence of internal and external factors on leadership. The report also explores current leadership and management skills and provides insights into future skills needed in the industry.

Leadership and Management
for Service Industries

Table of Contents
INTRODUCTION ..........................................................................................................................3
MAIN BODY...................................................................................................................................3
P1-Discussion on Classical management theories and apply theory on organization...............3
P2-Role of leaders and different leadership style in services industry .....................................4
P3- Review the management and leadership style in specific organization ............................5
P4- Internal and external factors influence on the leadership style ad structure.......................6
P5- Current Leadership and management skills..........................................................................8
P6- Future leadership and management Skills............................................................................9
P-7 Change management system and leadership in implementing change.............................10
CONCLSUION..............................................................................................................................11
REFERENCESS ...........................................................................................................................12

INTRODUCTION
Leadership is an art to motivating a group of the people to act toward achieving a
common goals. Leader of the company create vision for their team which they focus to convert
into the reality. While, management is the art of getting things done by the other in the
systematic manner. Managers of the company manage control, plan and direct the activities at
the workplace to get success for the company.
This report will cover case study of Hyatt Hotels Corporation, and they are one of the top
Luxury hotel in United states and providing premium services to their customers. They are
having presence in all around the world. This report will review the classical management
theories and the theories of the leadership to improve performance of the Hyatt Hotel in the
market. It will also explore the factors which influence the management and structure in the
service's industry. This report will discuss the current management and the leadership skills both
hard and soft. In the end of this report will demonstrate leadership and management skills in
the industry where Hyatt Hotels is operating their business and how their leaders and
managers can take competitive advantages from future skills.
MAIN BODY
P1-Discussion on Classical management theories and apply theory on organization
The classical perspective of the management, which was developed during the industrial
revolution, Focus on improving the efficiency, productivity and output of the employees , as well
and the business as whole. This theories does not focus on the attitude or the human behavioral
or any kind of variances in the workers , such as how the job satisfaction improve efficiency.
Here are some classical theories which can be used by Leaders and managers of the Hyatt Hotel-
Scientific Management theory.
This theory was developed by the Fredreick Winslow Taylor. This theory has focused to
on the efficiency of the companies production and the productivity of the employees. Taylor
believes that if managers use the scientific method then they can control the productivity of the
employees, and he was practically using the methods of measurement to create guidelines for
the management and training of the workers (Ancarani and et.al., 2020). This can be used by
the Hyatt Hotel superiors in which they have to use some scientific methods which can help to
measure the employee's productivity.
Bureaucracy theory By max Weber

Max created the Bureaucracy theory which prioritize the theme of rationalization, rules
and expertise for the company as whole. This theory also focus to provide accurate roles to the
employees where they can fit as per their skills and their efficiency and Max believe that the
organization should be Little Bureaucracy as possible. This theory is already used by the Hyatt
Hotel leaders and managers where they work according to the guidelines and their Hr
deportment recruit the employees based on their skills and their talent, and they are also tried to
be bureaucracy.
Hierarchy of needs theory by Maslow
This is an classical management theory which was developed by the Abrham Maslow. He
has explain the basic needs of employees (de Camargo Fiorini and et.al., 2018). Which showed
that workers were motivated through a series of lower-level to higher-level needs. This theory
has been applied in the workplace to better understand “soft” factors of employee motivation,
such as goal setting and team involvement, in order to better manage employees. This theory can
be used by the Hyatt Hotels leaders and managers to motivate their employees and motivation
will increase their efficiency to work.
P2-Role of leaders and different leadership style in services industry
Leaders are top-level superiors of the company who are responsible to control the
activity of the employees. They are having wider roles to play for the Hyatt Hotel where they
run the decision-making process of the company and make the strategies which can help the
company to overcome from the weakness in their business. Leader motivates the employees
through their leadership style and communication skills. They are inspiration for the employees
who are working under them, so they follow what their leaders ask them to do. Their role s to
provide proper guidelines to their team members and make strategies which can helps to
achieve the comment goals. They are not only there to give instruction, but they also give
their support to the employees by working with them and provide feedback to their team
members according to their work (Dowell, and Muthulingam., 2017). Here are some
Leadership Style which can be use by leader of the Hyatt Hotel, so they can leader their
employees effectively and provide competitive advantage to the hotel-
Autocratic Leadership Style
The Autocratic Leadership Style is just opposite to the democratic leadership. Leaders of
the company take the decision without taking any suggestion or discuss with the other. The

employees of the company are neither considers nor consulted prior to a direction, and they are
expected to follow the decision and guidelines made by the leader. For examples - leader of the
Hyatt Hotel give task which has deadline after 2 hours then the employees have to do their
task within the 2 hours, they cannot ask leader to increase the time. They are expected to be do
their work within 2 hours.
Transformation leadership
The Transformation leadership is always “transforming and improving the organizational
conventions. Employees who are working in the company have the basic set of task and things
to do every week , but the leaders of the company encourage them to come out from their
comfort zone. Leader of the company giver the deadlines for the every task and when employees
are sufficient to do their work within the time then they decrease their deadline to make more
Challenge for the employees. Leader of the Hyatt Hotel can use Transformation leadership
style where they can encourage their employees to do their work in less time sand create better
outcome and increase their productivity. This also increase the capability of the employees, and
they can do their task in less time
P3- Review the management and leadership style in specific organization
Leaders and mangers of the Hyatt Hotel are using the Democratic leadership style to
manager and lead their employees. This is one of the best leadership style where both the
superiors create good working environment and build the trust among the employees to increase
their efficiency and their motivation (Endres and Weibler., 2019). When superiors of the Hyatt
Hotel run the decision-making process to improve the performance of the company and address
the issues they all give chance to the employees to take decision and provide ideas to the
leaders. They believe that it provide good suggestion and ideas to them because employees
who are performing the task know the issues every well and because they are the only one
who are experiencing the problems.
Democratic leadership style is increasing the flow of communication within company
where employees are trusting the superiors, and they are giving their best to make company
successful. Staff of the Hotels welcome the guest whenever guest arrive the hotels and try to
provide them the best possible services. Managers and leader of the company also proving
challenging task to the employees so they can understand the responsibility and take higher
position in the future and make the company successful in their business.

Another leadership style which can be used by the superiors of the Hyatt Hotel is
Situational leadership style where they covert their leadership style as per the situation at the
workplace. Superiors have to gain knowledge of the all leadership style, and they also have to
develop skills which are needed for the situational leadership style. Superiors can leaders their
employees ad address the issue in every situation at the workplace of Hyatt Hotel by using the
Situational leadership styles and gain competitive advantages in the market.
P4- Internal and external factors influence on the leadership style ad structure
Internal and external environment has huge impact on the management style of the
Hyatt Hotel and the companies working structure (Hamilton and Webster., 2018). Factors like
political, economical, environmental etc are the internal factors which put the force on the
company from outside and internal factors can be explained ed through SWOT Analysis
PESTEL Analysis of Hyatt Hotel
Political
Political factors like polices made by the company affect the leadership style of the
Hyatt Hotel. Governmental Tax structure are different in every country and it is necessary for
this hotels to pay taxes. Otherwise, governmental institutes can take legal action on them.
Economical Factor
Economical factors such as inflation in the country affect the management style of r the
company where decreasing in demand deduct their profitability because they have to sell their
product less price but if demand of their product increases then they their business started
growing.
Social factors
Satisfaction of the customers helps to provide competitive advantage so this is
necessary for the Hyatt Hotel to satisfy their customers. Employees who are working at the
workplace of the company are also part of their company and superiors of the company should
provide them training, so they can improve their skills (Hur, Shannon and Wolf., 2016).
Technological factor
In the service sector technology is providing huge advantages to the big hotels brand,
and they are taking competitive advantages in the market by adopting new technology a their
workplace. It is necessary for the Hyatt Hotel to adopt the new technology, so they can be staid
in the competition. Leaders and mangers of the company should take decision to implement new

technology system, so they can able to satisfy their customers and take competitive advantages
in this industry.
Environmental factors
Environmental safety is Cooperate social responsibility of the Hyatt Hotel and superiors
of the company should be aware about it. The Hotels Hyatt is trying to address environmental
issues by planting the tress nearby their hotel which make the better environment around the
company and it also creates good image among the guest of the Hyatt Hotel.
Legal issues
In number of countries, the legal framework and institutions are not robust enough to
protect the intellectual property rights of an organization. A firm should carefully evaluate before
entering such markets as it can lead to theft of organization’s secret sauce thus the overall
competitive edge. Some of the legal factors that Hyatt, leadership should consider while entering
a new market are anti trust law in lodging and overall in the country, discrimination law etc.
SWOT Analysis of Hyatt Hotel
Strength
 The Hyatt Corporation has their focus toward the innovation and the most of thir
systems and procedures try to integrate commitment and innovation ti ensure the tota
value for the money.
 The Hyatt Corporation has presence in all over the world and their turnover of locations
are around 895.
Weakness
 The Hyatt Corporation is not able to satisfy their customers because of high charges of
the services and accommodation (Lee, and Ko., 2019). They do not provide discount to
their guest.
 Employees are not properly training, so they are not able to provide fast services to their
guest.
 Structure of the company is very complicated so its hard to flow a effective
communication within the company which is necessary for the company to get success
in their business.
Opportunities

 Innovation in the technology and bringing the new technology trends can provide
competitive advantages to The Hyatt Corporation.
 Today the customer wants personalized attention and most of the times are also willing to
pay for it. This means that hotels could charge a premium for every personalized service
they render.
Threat
 Competition in the Hospitality industry is increasing and creating threat for the Hyatt.
 The global recession has hit the hospitality business adversely and many properties are
out on the market for sale because they are unable to generate revenues.
P5- Current Leadership and management skills
Leaders and managers are two most important part of the The Hyatt Corporation. They
re responsible to control each department of the company. There are some qualities in both the
superiors which makes them expert in their own filed (Lin, Xie, Hao and Wang., 2020). They
are having the knowledge of the industry, so they know how they can provide competitive
advantages to the company and make them successful in their business. Here are some soft and
hard skills or the management and leadership can be used by the leaders and manager of The
Hyatt Corporation. -
Management
Soft skills
 Decision making skills – This are the soft skills which are used by the managers of the
company. They take the decision about the company to improve their performance and
create strategies to address issues at the workplace of the company.
 Time management skills – This are common skills in the managers of the company
because they are superiors of the company and it is necessary for them to make their
schedule and do their work on the given time.
Hard Skills
 Analytical skills – To manage the activities at the workplace or the performance of the
company it is necessary for the managers of the company to have hard skills like
analyze.

 Writing skills – Writing skill are also necessary for the managers because they have to
provide proper information to their information where they have to write the
information properly and clearly.
Leadership
Soft skills
 Communication skills- communications skills are important for the leaders because they
are responsible to communicate message to the team and also the vision of the company
which they need to communicate with the employees (McClendon, Kagotho and Lane.,
2016).
 Leadership- this is basic skills in which leaders have to lead their team toward the
companies goals and their objectives.
Hard skills
 computer skills – This is an hard skills which s necessary for the leaders to have proper
knowledge because they have to send information through the computer.
 Technical skills – this skills can be developed by the companies leader to solve the
technical problem at the workplace of the company.
P6- Future leadership and management Skills
Management and leadership skills provide success to the company. Skills in the
leadership and management are important for the Four seasons Hotel which provide success in
their business. Leaders and manager of the company have all the skills which are necessary for
them to lead their company toward the success, but they will need to developed the new skills
which will chance the way of doing business. This is necessary for them to adopt the future
skills which can become necessary to manage workplace environment of the Four seasons
Hotel (Romsa, Romsa Lim and Wurdinger., 2017). There are some future leadership and
management skills which can be adopted by the leaders and managers of the Four seasons
Hotel to take competitive advantages they can gain upcoming opportunities for them. Here are
some future based skills which ca be adopted by leaders and mangers -
Tech management skills
Technology is changing the way of doing things and improving the performance of the
companies within the Hospitality industry. AI machines and the technology are making the work
more effective and increasing the productivity of the company. Managers and leaders of the

Hyatt have to understand the importance of the technology at the workplace of the company and
how it provides benefits to their business. Managers and leaders pf his company can adopt the
knowledge about technology and skills to provide competitive advantages to the Hyatt.
Transparency
The digital world is brought the easy way and tools for the communication, as an result
as a result mangers of the company6 need higher level of transparency and the
communication. This will provide competitive advantages the Hyatt Hotel and they can
achieve their goals.
Emotional intelligence
It is expected that the Emotional Intelligence will become more prominent component
of the business principles (Uslu., 2019). The higher level of the emotional intelligence means
that the workers of the Hyatt will be more self-aware and therefore knowledgeable of their
weakness and their strength . Not only the leaders and mangers of the Hyatt to have correct soft
skills' assessment , but they need to seek monitor and colleague assistance to identify
empathically intelligent individual.
P-7 Change management system and leadership in implementing change.
Change in the Hyatt Hotel is important because it helps to improve the process and
operation of the company and also increase the productivity art the workplace of the company.
Change should be implement properly otherwise it can have negative impact n the employees,
and they will deny for the change. They should have proper information about the change.
Lewin's Change management theory
This is one of the most popular theory which was developed by the Lewin. This theory
helps to Remove the change barriers and company can implement change at their workplace (van
Loon., 2017). Here are three stages of this model-
Unfreezing
This is the first stage and before implementing the change in the Hyatt, it should be gone
through this stage where leaders of the company have toe communicate with their employees and
provide them proper information, so they can understand the needs of the change. So employees
can give support to the company.
Changing

This is the another stage where change take place and employees get the new task.
Employees need skills to understanding task and develop the skills so leaders and manager of
the company have to provide proper training to employees, so they can create new skills.
Refreezing
This is the final stage where everything go smoothly but the superiors of the company
have to ensure that employees accept the norms and change in the task or not.
CONCLSUION
As per the report will review the classical management theories and the theories of the
leadership to improve performance of the Hyatt Hotel in the market. It also has been explored
the factors which influence the management and structure in the service's industry. This report
has been discussed the current management and the leadership skills both hard and soft. In the
end of this report has been demonstrated leadership and management skills in the industry
where Hyatt Hotels is operating their business and how their leaders and managers can take
competitive advantages from future skills.

REFERENCESS
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van Loon, R., 2017. The future of leadership. In Creating Organizational Value through
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