Leadership and Management for Service Industries

This report explores the various classical management theories, the role of leaders and different leadership styles, and the internal and external factors influencing management in the service industry. It also discusses the characteristics and skills of effective managers, the importance of using soft skills, and the importance of technology-oriented management and leadership skills in the service sector. Additionally, it compares and contrasts service sector change management systems.

LEADERSHIP AND
MANAGEMENT FOR
SERVICE
INDUSTRIES
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Table of Contents
INTRODUCTION ..........................................................................................................................4
TASK 1............................................................................................................................................4
P1 Assess the various classical management theories............................................................4
P2 Explain the role of the leader and different leadership styles...........................................4
P3 Review of management and leadership style....................................................................4
P4 Analyse the internal and external factors the influence the management of an organisation.
................................................................................................................................................4
TASK 3............................................................................................................................................4
Characteristics and skills of effective managers in different roles in the service industry....4
The hard versus soft skills in specific industry......................................................................5
Importance of using soft skills ..............................................................................................6
Importance of technology-oriented management and leadership skills that are required for
service sector..........................................................................................................................7
Evaluation of the skills...........................................................................................................7
Comparing and Contrasting the service sector change management systems that are available 8
Changes can affect management and leadership style...........................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10
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INTRODUCTION
The foundation of a business organisation is highly depended on the leadership and
management quality adopted by a company. For effective functioning of all the activities of
business, leadership and proper implementation of management activities are very essential
(Kotter, 2013). Furthermore, this also help an organisation to motivate its employees so that they
can work with proper efficiency to achieve the organisational goals. By adopting effective
leadership and management technique a company can easily attain the goals moreover overall
sales of the company can increased. This report is based on Hotel Marriott which an American
multinational diversified Hospitality Company that managers and also franchises a wide
portfolio of hotels and other lodging facilitates. This report will cover various classical
management theories and the leadership style adopted by Marriott in order to achieve goals.
Moreover it will also cover various internal and external factors influencing management style
and the evaluation of current as well as future management is done that affects leadership skills
and styles in an organisation.
TASK 1
P1 Assess the various classical management theories
Covered in the PPT
P2 Explain the role of the leader and different leadership styles
Covered in the PPT
P3 Review of management and leadership style
Covered in the PPT
TASK 2
P4 Analyse the internal and external factors the influence the management of an organisation.
Covered in the brochure
TASK 3
Characteristics and skills of effective managers in different roles in the service industry
Characteristics and Skills of Effective Manager:
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 Planning: It is an important characteristic of the manager of an organisation such as
in Marriott Hotels. The managers are required to plan properly for their future tasks
which they have to accomplish. In addition to this, it will also help the manager in
providing the employees with proper and timely guidance to the employees and will
help the employees in timely completing the tasks they are provided with. For
example, timely planning will help in removing the future eradications in the work.
 Effective Communication: It is also important role of the manager of Marriott
Hotels' manager to communicate properly by making use of both the forms of
communication which are verbal and written. It is important for the manager to know
about the use of these form of communication that where to use which type of
communication. It will help in delivering the right message in right and
understandable way.
The hard versus soft skills in specific industry
Management and leadership are important for the conduct of a business. There should be a
balance between these two elements and this can achieved through application of effective skills
which are divided into two categories viz. hard and soft skills.
Hard skills are developed over a time through formal education or training. A workplace
contributes the most in enhancing such skills in a leader which makes them skilled. These
demand accuracy and expertise which are gained through experiences. Marriott is a renowned
hotel which has management and leaders who have technical knowledge along with analytical
and conceptual. These are the skills which are essential for making decisions. A decisions should
right to be implemented in the whole organization. These are polished through more effective
training session in which needed education are given together with practical knowledge of the
scenarios.
Some of the hard skills are as follows:
 Database management- The management of Marriott works on database management in
which data and details regarding every guests, employees, suppliers and other
stakeholders are kept for proper functioning of hotel. In the absence of database
management, there will be chaos within the organization (Limbare, 2012).
 Marketing campaign management- Marketing is an important part in raising the
awareness of newly launched product or service so that more sales can be achieved.
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Marriott’s leader and management understand the significance of this, therefore, staff is
given training to manage all the marketing programs.
 Storage systems and management- This is about managing the storage of stock so that
Marriott does not run out of necessary things which make the stay of its guest pleasant.
This should be given emphasise by the management and leaders.
On the other hand, soft skills personal habits or behaviour which have been inherited or
developed by oneself over the time. The traits are natural which includes the way of working,
behaviour etc. with others. These skills are equally necessary for achieving the goals of
organization in an effective manner. These are directed towards creating a positive and
functional work environment. Along with this, it has impacted positively upon leadership styles
used by the managers of Marriott as, company's manager previously used to follow different
techniques like
Few of these soft skills has been provide below:
 Effective communication- Communication is the key to success. Organizations like
Marriott works on good communication channels through which information from
once place to another is transferred for smooth functioning of organization. Every
leader should possess this skill to avoid any disputes or conflicts.
 Creativity- Innovation is something which makes an entity different from its
competitors. The management find new ways in which Marriott can retain its position
in the market and increase number of its customers. Also, leaders encourages their
team members to show their creativity as a contribution.
 Adaptability- It is a necessary skill which helps employees understand and adapt the
changes that are occurring in external as well as internal business environment.
Marriott always comply with changes that are taking place outside its control so that
it can survive and sustain in the long run and secure its image.
Importance of using soft skills
The importance of using soft skills in the organisation is increasing day by day because
of increasing opportunities and satisfaction of employees at the workplace. Employee Retention
has become a big issue for the companies which makes them to focus on using soft skills in the
working of the organisation.
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Importance of technology-oriented management and leadership skills that are required for
service sector
If it is talked about the business organisation like Marriott hotels, both technology and
leadership skills plays a crucial role, as they both can help in enhancing the profit margins of
Marriott. Here, it is being analysed that technology management could help in integrated
planning, design, optimization, operation and control of technological products or services.
Since, every single activity has been developed by technology. It has became vital for Marriott to
improve the both technological and leadership skills for services sector as these may directly
help business firms in reaching to new heights in specified time frame.
Evaluation of the skills
In present context, there are a range of skills that are required within the hospitality
industry hotels like and these are given underneath: Customer experience analysis : If it is talked about Marriott hotel, they serve quality
services to its customers. Therefore, they cannot mess up with the customer service
department. Due to its goodwill in all over the world, it can easily be said that developing
the existing customer service would required to be managed. This could effective be done
through customer experience analysis done by business organisation i.e. Marriott hotel. Good Communication Skills : It has been analysed that, good communication could
easily develop effective relations among staff members and consumers as well, while
offering services to targeted individuals effective and efficient manner.
 Formal Training : For Marriott hotel, this is also being considered as one of the crucial
factor which may aid in enhancing the benefits for hotel. Through this, enhancement
among skills of staff can easily be done. Since, every single thing in getting digitalised in
present time, it can easily be said that many business firms like Airbnb has utilised in
order to market themselves in all over the world. This could be understood with a good
example where BookaTable has directly taken digital marketing into consideration
through offering customers with an application, where they (customers) can easily book
their tables among different famous restaurants in specified time frame.
Comparing and Contrasting the service sector change management systems that are available
Change management refers to administrating of changes occurring because of many
reasons. Every change should be identified, assessed and examine to ascertain the level in which
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it may impact the working of organization. The most affected areas are management and
leadership styles which should be adjusted according to changes taking place in external business
environment. A comparison has been provided below showing the effect change brings in
management systems and leadership styles in order to implement a change:
Organizational change management- This system of change manage have prime focus
on organizational culture as its employees are important for achieving organizational goals. The
functions involved is generally exercised by executive working in human resource department.
When a change occur, the policies for workers are changed according to modifications that have
taken place. This should be given importance and focus as expectations of employees along with
motivating them to achieve goals is necessary.
Program change management- The changes are the one that occur in an ongoing
portfolio of a particular project. These should be managed effectively through leadership and
management styles according to change. Marriott can have its programs updated with every
change taking place outside as well as within the organization. This is to ensure that targets are
achieved within prescribed time. The main part in this is that budget should be controlled by
using which more output can be produced.
Department and team change management- This is the most affected area in changing
environment as they have to shift their processes or modify them with the changes. When a
change occur, leaders and manager consider that a team should be made familiar with changes so
that they can adapt them as soon as possible to avoid any delay in accomplishment of targets.
Changes can affect management and leadership style
Taking into the consideration of team change management, HR department of Marriott
might become much more effective, where the company could effectively offer customers with
all the required requirements as per the necessities. Along with this, if it is talked about
leadership style, that Marriott has followed can also get changed due to the alterations where,
Marriott can have its programs updated with every change taking place outside as well as within
the organization. This is to ensure that targets are achieved within prescribed time. The main part
in this is that budget should be controlled by using which more output can be produced.
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CONCLUSION
From the above report, it has been concluded that leadership and management work as two
wheels on which the organization work. These are the foundation and support to keep the work
going on without any hurdle. Furthermore, good leaders provide the right guidance and direction
which are helpful in accomplishing the goals. There should be effective management for making
the position of the company even more strong. Various theories and styles should be analysed
before choosing one. Along with this change should be tracked which may affect the
organization in a negative way. In addition to this, number of existing and future skills should be
known so that these can be applied to achieve the goals effectively.
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REFERENCES
Books & Journals:
Kotter, J.P., 2013. Management is (still) not leadership. Harvard Business Review, 9.
Mládková, L., 2012. Leadership in management of knowledge workers. Procedia-Social and
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Algahtani, A., 2014. Are leadership and management different? A review. Journal of
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Merat, A. and Bo, D., 2013. Strategic analysis of knowledge firms: The links between
knowledge management and leadership. Journal of Knowledge Management. 17(1). pp.3-
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Bolden, R., 2016. Leadership, management and organisational development. In Gower handbook
of leadership and management development (pp. 143-158). Routledge.
Avolio, B.J. and Yammarino, F.J. eds., 2013. Transformational and charismatic leadership: The
road ahead. Emerald Group Publishing.
Bârgău, M.A., 2015. Leadership versus management. Romanian Economic and Business Review.
10(2). p.112135.
Johnston, M.W. and Marshall, G.W., 2013. Sales force management: Leadership, innovation,
technology. Routledge.
Donate, M.J. and de Pablo, J.D.S., 2015. The role of knowledge-oriented leadership in
knowledge management practices and innovation. Journal of Business Research. 68(2).
pp.360-370.
Limbare, S., 2012. Leadership styles & conflict management styles of executives. Indian Journal
of Industrial Relations, pp.172-180.
Birasnav, M., 2014. Knowledge management and organizational performance in the service
industry: The role of transformational leadership beyond the effects of transactional
leadership. Journal of Business Research. 67(8). pp.1622-1629.
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