Leadership and Management for Service Industries

This report explores the impact of digital technology on leadership and management in the service industries. It covers different classical management theories, role of leader and different styles of leadership, management and leadership styles, internal and external factors that influence management styles and structures, current management and leadership skills, future management and leadership skills, and different service industry change management systems and leadership in implementing change.

LEADERSHIP AND
MANAGEMENT FOR SERVICE
INDUSTRIES

Contents
INTRODUCTION...........................................................................................................................3
LO 1.................................................................................................................................................3
P 1 different classical management theories................................................................................3
P 2 Role of leader and different styles of leadership...................................................................4
P 3 Management and leadership Styles.......................................................................................5
LO 2.................................................................................................................................................6
P 4 internal and external factors that influence management styles and structures.....................6
LO 3.................................................................................................................................................7
P 5 Current management and leadership skills that are hard and soft skills................................7
P 6 Future management and leadership skills..............................................................................8
LO 4...............................................................................................................................................10
P 7 Different service industry change management systems and leadership in implementing
change........................................................................................................................................10
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Leadership and Management for Service Industries is The impact of digital technology
on leadership and management in the service industries. technology is evident within core
business systems. Travelodge Hotels Limited is a private company operating in the hotels and
hospitality industry throughout the United Kingdom, Ireland and Spain. Known simply as
Travelodge, it is the UK's largest independent hotel brand with over 570 hotels across the UK.
This report covers issues such as Different and classical theories of management. Role of the
leader and different styles of leadership in a service sector. The management and leadership
styles. Internal and external factors that influence the styles of management and structure,
Current management and leadership skills that are hard and soft skills and Future management
and leadership skills and Different service industry change management systems and leadership
in implementing change (Song and Alqahtani, 2019).
LO 1
P 1 different classical management theories
Science, not rule of thumb-
Travelodge take the help of this aspect so that they can work on making some progress in
the performance of employees. Many of the scientists have changed their theory by different
methods. First step taken by the management of business is to analyze different methods and
work on never missing the deadline. They believe that with this they can make a viable
impression in market and work more efficiently. Management of Travelodge works with a
different approach and that is to make calculations with a scientific perspective as they believe
that with this they will have to deal with less risk (Romeijn, Schaefer and Thomas).
Harmony, not Discord-
Travelodge never lets the flow of work affected as it will disrupt the whole chain. With
the help of this structure they are able to reduce and maintain conflict between employees so that
main focus can remain achievement of goals and objectives. This puts pressure on them to work
together as a team.
Mental Revolution-

Travelodge believes in those guidelines that are derived by Taylor as it has helped
management to improve in different areas because of which they have seen substantial growth in
revenue of business. Even if sometimes employees engages in conflict they have designed their
culture in such manner through which they cannot stay in that for long.
Cooperation, not Individualism-
This aspect of theory is believed to be extended version of harmony, not discord.
Employees of Travelodge has been given guidelines that their performance must never attck the
name of company. They have set guidelines which restricts them for making any illogical
demands that does not seem practical and realistic (Sreedharan and et.al., 2018)
Development of every person to higher efficiency and prosperity-
Travelodge never takes away the credit of outstanding performance under their name
instead they share it with the person because of whom it was possible. They have made sure that
every employee who is a part of their team must be a part of their training programs. This is
important so that no one misses an opportunity and the task assigned to them is completed before
deadline (Pradhan, Panda and Jena, 2017).
P 2 Role of leader and different styles of leadership
Democratic Leadership-
This form of leadership is believed to be effective by many of the firms which have been
given some power to take decisions for the company that involves less risk. More the right
decisions more the chances are that they will be promoted. Mostly this power of taking decisions
is in the hands of leaders and managers.
Transformational Leadership-
Management of Travelodge considers this as most beneficial for their line of business
because it requires constant change as per the trends and change in customer patterns. This is
why it is important to cope up with the required change and serve as per market demands. It is
important that management of business keep on motivating the morale of employees so that their
performance remains constant. This will also help them to keep their name and impression
strong. It is the role of leaders to assess and make the pat to goal easy. Other than that they keep

on increasing the level of difficulty for their employees when they feel that they can undertake
different tasks. Companies that are looking for constant growth considers this method the most.
This will keep pushing the employees to work with their best, although if they are not guided to
the right path then they will not be able to achieve any objectives.
Laissez Faire Leadership-
This method states that by allowing authority in hands of employees they take control of
tasks through which leaders can focus on other areas. This form of leadership works on trust as
they assign them with responsibilities of higher power and ground. The load of work is less
because they do not have to deal with deadline. They may get power but this puts a stop on their
personal growth and development. This is why leaders have to keep a check on them so that they
can assess that decisions taken by them was right (Thomas-Francois, Joppe and von Massow,
2020).
P 3 Management and leadership Styles
Management Styles-
Management of Employees-
One of the reasons of success for Travelodge is the way they manage their employees. As
the power of retention of company has been possible through that and with that they have been
able to assess the level on which employee can work on. With the help of this they were easily
able to spread their name in market. Process of recruitment has also changed as it has become
slightly less complex because employees now are familiar with the secure position that will be
provided by Travelodge to them. This will help them to keep their employees loyal as they will
not accept any other offer or deal instead when it is made by them.
Persuasive Style-
Focus of this theory is based on trust and that has been successfully done by company.
they have been successful in earning the trust of people. On the basis of this aspect manager of
Travelodge have to make decisions and members of team must approve to it as all the things
done will be done for their benefit and interest through which they can make progress.

Paternalistic Style-
This style of management works with a unique approach and that is why their behavior is
different for their employees. They treat them like they are their family or children. After
fulfilling the duties and responsibilities for business leaders or managers look after the needs of
employees which can also be personal. There have been many cases which has led to issues for
them as employees in company has became too dependent on them which is a negative factor
that they need to remove (Lu, Laux and Antony, 2017).
Leadership Styles-
Strategic Leadership-
Approach of this theory is that leaders will look after working operations and analyze the
potential of opportunities so that growth can be achieved. This is done because of one reason that
load on employees will reduce and remain stable. Travelodge considers this option because this
way they know about every factor and no one will be left to blame as all the decisions will be
taken by them. All departments have their support as this gives them confidence to maintain the
flow of work. This way they make sure that right path is shown to employees.
LO 2
P 4 internal and external factors that influence management styles and structures
Internal Factors
Internal Relationship-
It is important for Travelodge to keep their stakeholders satisfied so that they can
maintain the future possibilities with more chances of positive growth. It depends on level of
things they contribute as higher they go higher the chances are that they will reach success point.
Travelodge maintains relationship with employees which has helped them in areas such as these
through which they have been able to work with more creativity.
Employees Engagement and Commitment-

Level of engagement requires two things and that is to communicate with each other and
then develop trust. This will help them to generate more profits. Employees of Travelodge are
loyal to them and that is why they have been with them for long. Contributions made by them in
different areas has been helpful to them which has increased their importance in eyes of
company (Karatepe, Ozturk and Kim, 2019).
External Factors-
Globalization and promoting the capabilities on global level-
Everyone has a different way of working which means that not every leader or manager
will work with the same approach unless it is guided to them as per the protocols of business,
After the process of globalization has been introduced to market working of business has been
changed as companies have been able to link or expand their business in other countries. This is
done after leaders of company have analyzed the market and its potential so that decision for
expansion taken by them turns out to be right. This is done for one country at a time so that they
can assess the competition in different areas and find out which one is more profitable.
LO 3
P 5 Current management and leadership skills that are hard and soft skills
Soft Skills-
Employees have been a part of business for long in Travelodge which has helped them
gain more experience. This has helped them to make changes in the aspect of their decision
making. They follow work ethics and guidelines provided to them which never raise a case for a
customer to get unfair treatment from company (Golensky and Hager, 2020).
Responsibility-
Managers keep a check on the completion of time on achievement of results as it is
another one of their responsibilities. Their work requires efficiency if they want to achieve the
set goals and objectives. Apart from that if any mistake is made by them they openly accept it in
front of everyone so that every other employee does the same and do not hide anything. They

guide everyone to follow the code of conduct so that work is done as per the standard of
business. They look after training of employees so that their performance matches their
expectations.
Hard Skills-
Mathematics and Numeracy Skills-
This department of Travelodge is similar to the duties of HR as it is connected with every
other department such as IT, finance, marketing etc. leaders appoint different managers for this
so that work of flow do not get disrupted (Dickinson and Smith, 2021).
Other languages-
Travelodge serves in sector of hospitality which states that it is mandatory for them to
keep up with the channels of communication and always open the gates for engaging in
conversation with people as they work in different regions. For this they have made different
employees available as per the time zones so that no one feels frustrated or face any difficulty
while talking to them. to provide optimum level of satisfaction to their customers it is important
to provide such measures. This way all the deals offered by them will be explained to them
clearly. This will also help them to keep them loyal. This is why Travelodge has been successful
as their management works as per the needs of people and implement approaches on the basis of
that.
P 6 Future management and leadership skills
Future Management Skills-
Planning related to dynamics of environment-
Any task was completed with the same attention and dedication as this was taught by the
managers of company. this is because they did not want to deal in a messed up situation.
Employees of business has to work truly as per their potential and put the skills they have
learned in training. As this will help them to work as per the resources allotted to them.
Decision Making-

Managers have to make decisions that turns out to be effective as their judgment is done
on the basis of that. It is their role and responsibility to assess the performance of everyone.
Other than that they have to assess the duration of completion time so that it can be done before
the deadline. Apart from that they look on following rules set by company such as coming on
time and other tasks that meets up with the discipline. This is because it is important to serve the
client as per their demand and for that they have to set it as a priority so that they can find the
best way to complete it.
Future Leadership Skills-
Motivation-
In order to get better results from their employees it is necessary that they meet up with
the drivers which motivate them. Leaders have to analyze first which driver is suitable for
employee because not everyone is satisfied with the same level of wants. This is why they have
to offer them both the factors of motivation which are monetary and non monetary. Monetary
incentives will focus on giving them a raise, bonus in the form of money or as a reward. On the
other hand non monetary will focus on giving them benefits of appraisal such as best employee
on the basis of performance and certify them, they may also get employee of the month status.
This will help company to observe continuous form of efforts from their team which will help
them to achieve greater heights (Chon and Zoltan, 2019).
Relationship Market-
This factor works on only one approach and that is maintaining the communication
between them as maintain relationship with others demands communication specially in service
industries. This way they can lure more customers and convince them off the strategies that are
introduced for them. By maintaining relationship with them they will be able to figure out that
whether or not their customers are interested in their services or not. Other than this they will be
able to analyze those areas in which they are not able to make progress so that they can make the
necessary changes as per the requirements of market.

LO 4
P 7 Different service industry change management systems and leadership in implementing
change
Basis Travelodge Hilton
Change Management
System
Management of Travelodge believes
in implementing the model which is
given by Kotter and that model has 8
steps included in it. With the help of
this model they have been able to
make changes such as remove
obstacles and all those measures that
affect the management of task and
disrupt the performance. Managers
have been right in describing the
path to their employees with the
vision that is set up (Birasnav and
Bienstock, 2019) by the
management and described them
with the changes that needs to be
enrolled with time. It helps them to
focus on those areas through which
they can achieve goals that are of
short term. This way they work on
more goals and increase their task
power. This way they will engage
more with customers through which
they can improve their
communication and bring changes
that help to make the structure as per
the needs of the market which is
Hilton uses another model for
their operations which is known
to be ADKAR model. This is
because they find it more suitable
as per their operations. With the
help of this model they have
achieved success sa they adapted
the change at right time which
made their culture more flexible.
This has made them reduce the
complexity of their operations and
make the goals easily. This model
has helped their business to assess
the importance of bringing
change. With the help of this they
have been able to find out which
of them have turned out as
successful and met failure from
the company. Any change that is
not accepted by employees and is
important for business to grow
has been implemented forcefully.
They take the help of SWOT
analysis so that right measure is
decided by management.

more flexible and easy to adapt
change. With the help of this model
Travelodge has been able to work
with different processes through
which they can easily work as per
the demands and requirements of
change. This way they keep the
tasks completed with enablement of
right processes. Apart from that
employees have been given
autonomy on some factors which
states that they are allowed to take
some decisions. This will make the
process a little bit faster and
efficient. Although it consumes time
it is important that company shares
their vision and mission with
employees and then assess their
performance on the basis of that.
Leadership Style Leaders in Travelodge uses
transformational style as this helps
them to make changes in their style
as per the changes occur in market
with time. This way changes are
made and new methods are used so
that efficiency as well as profits can
be increased.
Leaders at Hilton prefers
democratic form of leadership. As
many of the businesses works on
ratio of success. Level of trust is
maintained between their
employees which is why they
have given some control and
decision power to them which is
applicable when higher
management is absent.

CONCLUSION
From the above studies it has been concluded that Travelodge needs to work with
different measures as dealing in service industry requires change with time and if there are no
new methods or change in processes then they will not be able to survive the forces of market. It
is important to conduct different forces of analysis in market so that right decision can be taken
which is profitable for business. Also leaders need to take more steps to keep their employees
satisfied and motivated so that they keep on contributing more of their efforts and company tends
to grow more because of that.

REFERENCES
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