Leadership and Management for Service Industries

Leadership and Management
for Service Industries
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TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
Different classical management theories in relation to hospitality industry................................3
Role of leader and different leadership styles..............................................................................4
Identification and review of sustainable management, leadership styles and issue of
sustainable leadership in hospitality industry..............................................................................5
Comparison and contrast between management and leadership styles in intercontinental hotels
group............................................................................................................................................6
Current management and leadership styles in intercontinental hotels group..............................6
Investigation of internal and external factors that influence sustainable leadership...................7
Analysis of internal and external factors that influence on sustainability and structure and their
relative strength and weakness....................................................................................................8
Current “ hard” and “soft skills” of management and leadership................................................8
Future management and leadership skills required by service sector and the way it contribute
in achievement of end goals........................................................................................................8
Importance of impact of sustainable management and leadership skills.....................................9
CONCLUSION................................................................................................................................9
LO4- POWER POINT PRESENTATION......................................................................................9
REFERENCES..............................................................................................................................10
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INTRODUCTION
Leadership is process of influencing or guiding particular individuals related to the way
particular task will be completed so that end objectives of firm can be achieved in the best
possible manner. On the other hand management is also one of the important processes that
involve planning, organising, directing, controlling and coordinating activities for better
outcome. With increase in ineffective utilisation of resources, pollution in environment,
companies are forced to take steps related to sustainable management of resources so that they
can be available for existing and future generation. This report is based on intercontinental hotels
group which is multinational hospitality company started its operation on 15 April,2003 having
location at 5964 places. It has included key information pertaining to different classical
management theory, role of leaders and different leadership styles used by them to motivate
employees to work hard. Moreover it has explained about international and external factors that
influence on sustainable leadership, structure and skills that are used by leader and manager to
complete their respective task in firm.
Different classical management theories in relation to hospitality industry
Classical management theory can be states as style of management that focus on
hierarchy, specialised roles and responsibility, along with single leadership for optimised
efficiency in the workplace. It is based on certain principles such as increasing overall profit
margin; productivity is priority or primary goals of firm. There are different classical
management theories that are used in relation with hospitality industry such as:
Bureaucratic theory: It is one of the classical management theory that focus on strict rules and
regulation, appropriate organisation structure that needs to be followed by each individuals while
delivering services to customers. So, many companies have abided bureaucratic theory to
maintain discipline and quickly deliver services to people (Darawong, 2020).
Scientific management theory: It is management theory that helps in understanding the most
efficient production process that can be used by firm to increase its overall productivity and
profit margin. Forecasting, planning, organising, commanding and coordinating are six roles that
are performed by manager of intercontinental hotels groups while managing the people.
Behavioural management theory: It is concept that has also been used in hospitality sector as
manager through understanding employees expectation, needs, areas of interest is able to find
alternative method that could be used to motivate them to work in team for achievements of end
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goals. Likewise manager of intercontinental hotels groups through taking feedback is able to
know points of view and problem face by staff member thereby find alternative method that
could be used to resolve the same (Tetteh, 2019).
Human relation theory: It is another classical management theory that has been used by
different companies operating in hospitality sector to make employees happy and satisfied. Such
as intercontinental hotels group manager through giving importance, reward and recognition to
employees, promoting open communication is able to build strong relationship among them.
Thereby, motivate employees to give their best for growth and development of firm in external
environment.
Role of leader and different leadership styles
Leaders plays an crucial role in any organisation as they are the individuals that influence
other behaviour, motivate them to give their best or make optimum utilisation of their existing
skills and capabilities so that end objectives can be achieved. There are different roles that
leaders play in the intercontinental hotels such as:
Coach: It coach people or its subordinated related to the manner in which particular activity need
to be completed with minimum chance of error and mistakes. Thus it contributes in building
confidence among subordinated that they can complete task in effective manner (Kang and Oh,
2017).
Listener: Another role that leader plays is listening to wants, needs or problem that team
member in intercontinental hotels groups are facing while performing their respective task. So
that alternative solution can be identified to resolve their problem for smooth operation of
business.
Influencer: The leader also plays role of influencing other individuals or motivating them to
work hard for growth and development of intercontinental hotels groups so that they can also
achieve higher success in future circumstances.
Visionary: It can be stated that leaders have strong vision, positive attitude, they know about
what they are going to achieve through performing specific task or activities. The strong vision
contribute leader of intercontinental hotels to easily motivate people and attain the last objective
of company in effective manner (Aikins and et.al., 2020).
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