Leadership and Management for Service Industries

This document explores the role of leadership and management in service industries, specifically focusing on Hilton Hotel. It assesses various classical management concepts, identifies sustainable leadership forms, and analyzes external and internal factors that influence sustainable leadership. The document also discusses current management and leadership styles, future skills required in the service sector, and the importance of sustainable management and leadership skills in achieving success using sustainable tourism strategies.

LEADERSHIP AND
MANAGEMENT FOR SERVICE
INDUSTRIES

Contents
INTRODUCTION.....................................................................................................................................3
ACTIVITY 1..............................................................................................................................................3
Assessing varied classical management concepts in relation to hospitality industry...............................3
Explaining roles of a leader and varied leadership styles utilizing in Hilton Hotel..................................4
Identifying a sustainable management and leadership forms in regard to Hilton Hotel, including
problem of sustainable leadership in company........................................................................................4
Comparing and contrasting sustainable leadership & management styles in Hilton Hotel including their
merits & demerits....................................................................................................................................5
Evaluating current management & leadership style at Hilton by using typical examples........................5
Investigating external and internal factors that influence sustainable leadership.....................................6
Analyzing each factor that influence impact of sustainability and structures in Hilton along with
determining weaknesses and strengths....................................................................................................7
Critical view on specific changes in management styles, using sustainable tourism strategies................7
current management and leadership ‘hard’ and ‘soft’ skills.....................................................................8
Future management and leadership skills................................................................................................8
Importance of the impact of sustainable Management and leadership skills required in the service
sector and how these can be achieved using sustainable tourism.............................................................9
Activity 2..................................................................................................................................................10
CONCLUSION........................................................................................................................................10
REFERENCES........................................................................................................................................11

INTRODUCTION
Leadership and management within service industries like hospitality play vital role in
term of increasing productivity, brands performances, and their profitability. The current
assignment will be based on Hilton, which falls under the category of leading hospitality or
tourism organizations in the world. The report will explain the forms of classical management
theories, role of leader and their leadership styles in organizational context. Furthermore, it will
define management and styles related to it. The study will justify external and internal factors
influence upon each style and hotel structure as well. It will define current management &
leadership hard and soft skills as well as explain further require competencies related to both by
service industry and how these can be achieved.
ACTIVITY 1
Assessing varied classical management concepts in relation to hospitality industry
Behavioral management theory-
Administration within chosen sector may take many classical management concepts into
their consideration, just like this one (Classical Management Theories, 2021). According to this
theory, manager may take initiative to fulfill the needs and consider the expectations of workers,
which made them capable to work productively and grow business within hospitality industry
even better.
Scientific management concept-
This concept drives the attention of manager towards conducting ethical and effective
administrative practices, which enhance their productivity and performance level (Fakih, 2020).
It encompasses key roles of a manager like forecasting, planning, organizing, commanding,
coordinating and controlling. Each role allows them to perform productively and retain talented
workers.
Contingency management theory-
Just like above theories, this concept also driven the attention and efforts of manager
within Hospitality industry to deal with varied circumstances that may affect staff and a brand

performance in negative manner. It made them capable to take decision in regard to issue or
other things after conducting deep analysis and collecting information about overall situation.
Explaining roles of a leader and varied leadership styles utilizing in Hilton Hotel
Duties-
Within hotel, leader may play vital role in term of influencing workers to perform in
productive and effective manner and to motivate them in regard to deliver quality services to
customers (Matira and Awolusi, 2020). They may create and focus on long term aims, which in
return increase productivity and profitability of Hilton, even better than its key competitors that
has operated in similar industry. Along with these two, leader duty is to guide employees
regarding their roles and goals achievement that enable each candidate to obtain desire outcomes.
Transformational and democratic leadership styles-
By using appropriate leadership styles, leader may obtain a lot of advantages. For
example, they may utilize democratic form, which made them able to retain skilled employees
and boost their morale that is quite essential for them to enhance as it help to increase their
productivity. Furthermore, they may also attempt to obtain desire results by using
transformational leadership style, which enable them to transform, individual perform in
effective and productive candidate. It allows them to transform workers by providing appropriate
directions and guidance’s.
Identifying a sustainable management and leadership forms in regard to Hilton Hotel, including
problem of sustainable leadership in company
Sustainable management is one of those elements that help a company to grow and
succeed while operating in any sector with key resources (Abad-Segura and et.al., 2020). It may
provide valuable and beneficial outcomes to manager and other stakeholders of Hilton.
Styles
Administration within organization may take initiative to utilize autocratic and servant
leadership styles, which made them capable to take effective and beneficial decision that they
may conduct into practical manner through considering and implementing suggestions given in
each style. For example, according to autocratic, manager may take decision without taking

approval and suggestions from any one. Furthermore, they may also encourage people to fulfill
given duties in appropriate way.
Problem-
Development of skilled and talented workforce may be an issue of sustainable leadership
in sector, which may negatively affect success and progress of ventures. Manager and leader may
take varied methods like leadership approaches and styles into their consideration which enable
them to handle problems and eliminate their negative impact.
Comparing and contrasting sustainable leadership & management styles in Hilton Hotel
including their merits & demerits
Transformational is the most common and effective leadership style that ever leader tend
to utilize when they perform their role in a company like Hilton. The best thing about this form is
that it helps to convert ineffective team into effective, through a leader support and their
directions which they may provide by gaining a lot of experience while starting their career just
like other people (Jackson, 2020). As compare to behavioral management style, current one is
better because it helps to motivate staff and manage change. Opposite one may take time to
determine and fulfill needs of workers, while transformational leadership consume less duration
and provide expected results.
On the other hand, it may require consistent and constant feedback, which is not possible
to get continually, because of it a leader may form a new team who may do so. Behavioral
management style as compare to this form, it quite simple to conduct into practical way, as it
enables manager to take feedback from starting to end process of employee satisfaction and
needs fulfilment, because they make changes and offer facilities accordingly.
Evaluating current management & leadership style at Hilton by using typical examples
In the world of business, there are several styles related to management and leadership
available that has been utilized by many leaders and managers as per their choices. For example,
with hotel, leader may utilize transformational leader style and manager may use contingency
management form, because both are beneficial and useful. With chosen style, leaders may take
initiative to build a team at workplace who may capable to achieve strategic and sustainable

goals as well as objectives of organization, which lead to increase its productivity & performance
even better as compare to other hotels that has operated under hospitality and tourism sector.
While with contingency management style, manager may reach at desire outcome. For
instance, it may drive their concentration on current circumstance and then allow to take decision
in term of plan and strategy development.
Investigating external and internal factors that influence sustainable leadership
Political factor-
Any kind of change in political factor, like raising tax charges may put negative impact
on leadership as it may drive their consideration towards rescheduling trade process.
Economic factor-
As in recent time, unemployment rate may decrease, it may influence leadership in term
of putting a lot of pressure to hire and train new staff that consume a lot of time.
Social factor-
Emerging demand for vegan dishes is a social factor that may negatively impact
leadership within Hilton in term of providing directions to workers to do which is a time
consuming activity.
Technological factor-
It may put positive impact on sustainable leadership in term of reducing stress over leader
to train workers individually as they may utilize advance technologies to do so in less time.
Environmental factor-
Environmental change like current pandemic may put negative impact on sustainable
leadership within Hilton, in form of driving a leader focus on redeveloping clean and other
activities plans.
Legal factor-
Changes within Equality act and other employment laws may influence in similar manner
upon leadership in term of making modifications in their current strategies and plans.

SWOT analysis-
Strength-
The biggest strength of Hilton is its experience and skills workers, which may support
leader to achieve strategic goals of brand by working in productive manner.
Weakness-
Lack of existence of personal value systems may put negative impact on leadership style
and leader as well.
Opportunity-
Accessibility of technology and organization structures may provide opportunity or
influence leader to build productive teams at workplace who may support them to gain
competitive edge.
Threat-
Increasing competition within hospitality industry may put negative impact on leader in
term of putting pressure to develop the best tactic.
Analyzing each factor that influence impact of sustainability and structures in Hilton along with
determining weaknesses and strengths
In term of external, political, economic, social, technology and other factors influence
impact of business structures in Hilton and their sustainability. While as internal, strength,
weakness, threat and opportunity may similarly influence company. Each force impact in term of
driving efforts and concentration of manager and leader towards developing plan to overcome
negative influence of political and other forces. It also allows to grab benefits of positive factor
that boost firm strength and overcome weaknesses of company, which is quite essential and
beneficial too for its unexpected progress.
Critical view on specific changes in management styles, using sustainable tourism strategies
Uses of sustainable tourism strategies brought changes in the style of management as
they had to work with new and effective practices for that they needed to improve their skills and

be more vigilant. Apart from that they will have to make changes in the structure of business so
that they can adapt the necessary changes. in order to be more sustainable management of Hilton
will have to change internal method of communication which will be through e-mails or
WhatsApp. With this changes will need to be brought down in the style of management to more
innovative side so that strategies can make an impact on bringing change. It can be difficult for
them to bring changes in time structure and technology as it takes resources and time to do that.
current management and leadership ‘hard’ and ‘soft’ skills
Soft skills-
Hilton selects employees on the basis of skills possessed by them which helps them to
maintain their customer service and one of these skills are
Responsibility-
Managers have to record the time of completed task done by employees so that they can
assess their efficiency and productivity. They openly commit to their mistakes so that even their
employees follow the same path. Another one of the skills pertained by managers of company is
to train employees so that they can achieve expected targets with the help of them (Afsar, Bibi,
and Umrani, 2020).
Hard Skills-
Mathematics and Numeracy Skills-
There are different departments in Hilton such as IT, finance, marketing etc. and all of
them has relations with each other but in order to track down its working employees have to be
proficient in these skills so that they can maintain and manage the flow of work without any
disruptions.
Other languages-
This is another one of the hard skills that employees in Hilton has to deal with and gain
proficient skills as it is linked with offering better service to customers. Many people come from
different regions and in order to deal with their queries they have set employees up as per their
time zones so that it gets easier for everyone to understand the point of each other. This way

customer will not face any issue or difficulty and hotel will be able to improve the level of
satisfaction offered to them.
Future management and leadership skills
Future Management Skills-
Planning related to dynamics of environment-
Due to changes in trends and increase in the area of sustainable tourism management of
company has to ensure that they plan more on these areas as the future will work on these
activities. This is why they are planning and forecasting the trends so that they can formulate an
action plan on it.
Decision Making-
In order to prepare for the changes that will come in the foreseeable future it is important
for them to assess the market and take decisions for those areas in which they believe they need
to improve. Apart from that management needs to make them clear about understanding the
importance of setting work as priority so that they can achieve their goals and objectives without
missing any due deadline.
Future Leadership Skills-
Motivation-
In order to get better results it is the duty of leaders to help them keep motivated by
identifying the factors which will help them to do that. For that they offer monetary and non-
monetary incentives as per the needs of employees. With the help of this they will be able to
observe consistent contribution from team (Padma and Wagenseil, 2018).
Importance of the impact of sustainable Management and leadership skills required in the service
sector and how these can be achieved using sustainable tourism.
Leaders of Hilton needs to observe that their business of tourism works because of
natural and cultural attractions. Different places are famous for their own culture and historic
events but due to activities of human it is become a threat for the sector of tourism and that is
why it is necessary to deal with practices that are sustainable and safe for environment. In order
to achieve sustainable tourism leaders of Hilton needs to look for different measures such as

conserving energy, reduction in waste, provide amenities that are organic. They have to make
programs in order to manage and use energy and facilitate more use of renewable energy. In
order to do that they must also need to educate and guide their employees so that they can work
on the basis of these measures and help company able to achieve their goal.
Activity 2
Covered in PPT
CONCLUSION
From above analysis, it has been concluded that manager and leader by using appropriate
leadership styles has gained competitive edge and increased the brand productivity in effective
manner. By using right and suitable management and leadership styles and taking decision
according to current circumstances, they have overcome the negative impacts of each factor.
Leader and manager has driven the attention of workers and company towards conducting
sustainable practices that have contributed to build strong organizational image in market as
compare to rivals.

REFERENCES
Book and Journals
Fakih, F., 2020. Scientific Administration and the Question of Efficiency. In Authoritarian
Modernization in Indonesia’s Early Independence Period (pp. 131-167).
Matira, K.M. and Awolusi, O.D., 2020. Leaders and Managers Styles towards Employee
Centricity: A Study of Hospitality Industry in United Arab Emirates. Information Management
and Business Review. 12(1 (I)). pp.1-21.
Abad-Segura, E. and et.al., 2020. Sustainable management of digital transformation in business:
Global research trends. Sustainability. 12(5). p.2107.
Jackson, C.J., 2020. Transformational leadership and gravitas: 2000 years of no
development?. Personality and individual differences. 156. p.109760.
Padma, P. and Wagenseil, U., 2018. Retail service excellence: antecedents and consequences.
International Journal of Retail & Distribution Management.
Afsar, B., Bibi, A. and Umrani, W.A., 2020. Ethical leadership and service innovative behaviour
of hotel employees: the role of organisational identification and proactive personality.
International Journal of Management Practice, 13(5), pp.503-520.
Online
Classical Management Theories. 2021. [Online]. Available Through:
<https://ecampusontario.pressbooks.pub/educationleadershipmanagement/chapter/2-1-classical-
management-theories/>