Leadership and Management in the Service Industry

Leadership and management
for service industry

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
P1 Assessment of classical management theories and their application in service industry........3
P2 Explain the role of the leader and their distinct leadership styles in sector of service
Industry.........................................................................................................................................5
P3 Review of service sector organisation in context with leadership styles and their
management..................................................................................................................................7
TASK 2............................................................................................................................................8
P4 Internal and external factors influencing management styles & structures in chosen service
industry firm.................................................................................................................................8
TASK 3............................................................................................................................................9
P5 Asses ‘hard’ and soft’ leadership and management skills having evidence from specific
examples in service sector industry..............................................................................................9
P6 Future management and leadership skills required by service sector for achievement of
organisations goals.....................................................................................................................11
TASK 4..........................................................................................................................................11
P7 Discussion on different service industry firm’ change management systems and leadership
styles adopted in implementing change......................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Leadership management is basically process or professional responsibility which is taken
forward by individuals known as manager and leaders (Al-Ali and et.al., 2017). This is a role in
which key responsible individuals are talking up the responsibility of executing functions and
operations of organization in an efficient manner. These segments in a firm holds so much of
importance as they are mainly the centre points who are taking forward the group in direction of
achieving organizational goals and objectives. This report will focus on discussing leadership
and management operations in a famous hotel, Holiday Inn. It is one of the largest hotel chains in
world. It is headquartered in Denham, Buckinghamshire. This hotel is engaged in providing
services in various sectors, such as, food services, lodging, conventions, meetings, timeshares. It
is a subsidiary of a very famous hospitality business group, i.e., InterContinental Hotels Group.
This report is concentrating on discussion of different roles and responsibilities in context of
chosen organisation. Furthermore, various other dimension in context of professional capacity of
a manager and a leader has also been attempted. In context of Holiday Inn, a leader and manager
is directed towards making efforts towards making employees so much efficient and effective
that organisational desired goals and objectives are achieved in time period less than that is
stipulated with better profitability measures.
TASK 1
P1 Assessment of classical management theories and their application in service industry
Theory of Classical management can be easily explained by taking reference to its own
name only. The term “classical” refers to something old or traditional. This style of management
is long established or accepted traditionally by management personnel. The main feature of this
model is that it is only concentrating on physical and economic needs. This theory does not take
social needs into consideration. The main reason behind this consideration factor is the main
objective of this model and that is to earn maximised profits in best possible and efficient manner
(Ardley and McIntosh, 2019). This theory is advocating in favour of incorporating some
traditional concepts in organization, for example, specialization of labour, centralized leadership
and decision making. In context of chosen organization, i.e., Holiday Inn, they have adopted this
style of management so as to make the perception and requirements of employees clear and goal

oriented. There are majorly three branches in this management style and they are scientific,
bureaucratic and administrative theory of management. The main objective of these three
theories is to make the functions and operations of business arranged in a systematic way. In this
theory, management principles are defined for achievement of goals and objectives of
organisation(Cameron and Green, 2019). These theories are included in classical management
and constituently are adopted by chosen firm in an appropriate manner and are discussed in
below points:
 Theory of scientific management : This theory was devised by Fredrick Taylor; he is
also known as father of management. In accordance with the principles advocated by
Taylor, the most element required to get best possible outputs is to improve the efficiency
and performance of employees. Moreover, this theory states that, to perform a specific
task or activity, there are different methodologies those can be adopted. The choice of
technique depends on volume of benefits that it can generate for the firm. In relation with
Holiday Inn, they are bearing various strategies and methodologies in both areas, viz.,
inside and outside the premises. The main objective of choosing this combination of
tactics is to face confront and overcome several obstacles in the path of success of
organization. The ultimate aim of this model is to improve productivity level of
employees, which is reflected in efficiency produced by them in their performance.
 Bureaucratic theory of management: Next in the line is Bureaucratic style. The main
difference between this model and other styles of management comes at the point of
rules, regulations and power. In accordance with this theory, both, managers and
employees do have to perform their tasks and responsibilities by following orders passed
by their superiors. The main idea behind this theory is that working remains in discipline
and order. In context of Holiday Inn, managers and leaders have to ensure that there is a
positive work environment in the workplace and they are able to generate a disciplined
structure in the firm (Dhar, 2016).
 Administrative theory of management: This theory is basically focusing on managing
a team or a group, instead of monitoring a single individual. According to this theory, the
main element for the success of an organization is the benefits that teamwork and group
coordination generate. Completion of tasks with better efficacy leads to smart and