Leadership and Management for Service Industries

This report explores the concepts of leadership and management in service industries, with a focus on Buckingham Gate Suits and Residence. It discusses classical management theory, roles and styles of leaders, internal and external management structures and styles, and current and future management leadership skills. The report also highlights the importance of effective communication, delegation, problem-solving, and decision-making skills for managers and leaders in the hospitality industry.

Leadership and
Management for Service
Industries

Table of Contents
INTRODUCTION.................................................................................................................................3
LO 1......................................................................................................................................................3
Classical management theory............................................................................................................3
Roles and styles of leaders.................................................................................................................4
LO 2......................................................................................................................................................5
Internal and external management structures and styles....................................................................5
LO3.......................................................................................................................................................6
Current and future management leadership skill................................................................................6
LO4.....................................................................................................................................................10
CONCLUSION...................................................................................................................................10
REFERENCES....................................................................................................................................11

INTRODUCTION
Management is all about addressing different factors in order to achieve the business
objectives. This report is based on the case study of Buckingham Gate Suits and Residence in
respect to its management and leadership style. Different approaches of management and
leadership will demonstrate in this report. Skills will also project in this report that leaders
and managers use to perform duties.
LO 1
Classical management theory
Buckingham gate suites and residences is having an experienced and skilled
management in the organization so that there is a well controlled and monitoring of the
operations which are taking place. There are a lot of management styles and theories which
can be used for explaining and having a better guidance in the organization which is going to
help the organization to be able to achieve their goals and objectives. The further report
would discuss the theories in detail for a better understanding.
 Scientific Management
To have better quality of services and products this is a very important management style
which can be used by the organization (Pradhan, Panda and Jena, 2017). Employees are the
backbone of organization which is why it is very important for association to have a better
workforce. There are training and development which is given to the employees. Buckingham
Gate Suits and Residence can use this management style to improve the economic factor for
the organization and improve the labour productivity so that there is going to be a better
profitability of the hotel. The demands and needs of the customers are increasing which has o
be well maintained so that the organization can operate effectively in this competitive market.
 Bureaucratic Management
This theory has been given by Max Weber and this theory is about an equality in the
organization to that there is a better functioning. The performance of the employees has to be
improved and higher promotions are done by the hotel so that they can get more customers.
 Administrative Management

The managers are born to be managers which have a pattern for functioning so that there
is a better functioning. This is going to be very effective in a large organization which is a
very good factor for the Buckingham gates suites and residences to use for better operations
and less errors in the market (Lovelock and Wright, 2016).
Roles and styles of leaders
The styles which can be used by the leaders of Buckingham gates suites and residences
are going to be discussed in the further report.
 Progressive leadership style
There are a lot of challenges which are being faced by the leaders so that there is a better
progressive method. There are training which is provided to the employees of organization so
that there is a better functioning.
 Participative leadership style
Leaders have to take part of all the functioning because there has to be a monitoring so
that the employees who are not being able to match the standards that can be maintained in
the organization so that there is a better functioning. The satisfaction of the employees is also
maintained because of this factor.
 Laissez faire leadership
This is model the authority is given to the employees so that they can understand the
situation and then take the right measures accordingly. This can be time taking as well
because the knowledge and skills in the employees lack therefore using this model is not
going to be help for Buckingham Gate Suits and Residence.
There are a lot of roles which the leaders have in an organization so that there is better
guidance which can be given by the organization for a better functioning. The standards and
maintained reputation has to be there which the role of the leaders is.
 Strategy formation
In different situations there is a use of different styles and strategies because the entire
situation is not the same. To do that there has to be a good functioning and knowledge in the
leaders.
 Problem solving

To have a healthy environment for the employees to function within so that the
productivity and the quality of products are not affected, it is very important for the leaders to
be able to have this skill for a professional working (Chang, 2016).
 Change management
The changes which come in Buckingham gates suites and residences have to be done by
the leaders for the employees so that they do not feel pressured and the functioning can be
maintained.
LO 2
Internal and external management structures and styles
In the market there is a lot of competition but Buckingham is having a great
advantage for them in the hospitality industry. To get that opportunity for themselves they
will have to analyse the market’s external and internal factors so that the decisions and
planning in market are better which is going to be helpful for organization to have better
operations and higher profit margins.
External Factors
External factors are not in control of the organization which makes the organization
plan and decide their measures according to the external factors which are not going to harm
functioning of organization. Buckingham Gate Suits and Residence has taken this framework
for evaluation so that there are right decisions which can be taken by the hotel according to
the competition in the market. There are a lot of improvements which can make the
organization have a better productivity in market which is good for a longer run.
 Political factors
There are a lot of decisions which have to be made according to the policies and laws of
the country so that there is a better functioning. It is due to Brexit that there are a lot of
changes which have to be made so that the organization can continue to have a strong base
for them. There are not too many changes which are going to be required in Buckingham
Gate Suits and Residence to operate effectively in the country.
 Economic factors

The GDP of the country had reduced because of the Brexit so that there is a maintained
liquidity in the market (Dhar, 2016). There is a low profit margin in the market so that the
organization can grow effectively in market.
 Social factors
The lifestyle of the people are changing and that has to be matched which is why there are
a lot of upgrading of the interiors of the hotel so that the satisfaction of the customers can be
improved. Buckingham Gate Suits and Residence has made a lot of changes in the
organization so that they can satisfy the customers and understand them better which is going
to be helpful in the future.
 Technological factors
To use eco-friendly and information this needs to be there so that the customers can have
a better functioning. There is a well maintained technological aspect of the organization so
that there is going to be an improved factor in the hotel. Buckingham Gate Suits and
Residence has taken information technology into consideration so that there is going to be
effective functioning for the organization.
 Legal factors
Buckingham gates suites and residences are following the laws and regulations for the
customers and the employees which are going to make the organization have better
productivity and operations.
 Environmental factors
There are a lot of measures which have been taken by Buckingham gates suites and
residences which are eco-friendly which are not harmful for the environment (Hassi, 2019).
Zero carbon footprints are being followed so that there are better functioning.
Internal Factors
There are lots of objectives and goals which would be present in the market which
need to be achieved in market which is why there have to be a strong and improved plans and
methods which need to be used by Buckingham gates suites and residences. There must be a
strong communication and smooth functioning and efficiency of the employees in the
company so that there is a higher satisfaction level of the customers (Yeng, Jusoh and Ishak,
2018).

 Organizational structure
There must be an effective distribution of working so that the market of the organization
can be maintained. To have better and faster results in the organization there is a use of
communication which is going to help the organization to be able to have better functioning.
 Financial resources
There is a requirement of a lot of investment which is required in an organization so that
there are improvements which can be done. To increase and meet the demands of the
customers there has to a better functioning which is going to help the organization to be able
to have higher profit margins.
LO3
Current and future management leadership skill
Management is defined as controlling and monitoring the employees and process in
organisation so that overall objectives of business can be achieved.
Characteristic and skill of effective manager
Characteristics and skills of an effective manager can be denoted in the following
points.
Team dynamic: Dynamics is all about maintaining diversification in team. Effective
management of Buckingham Gate Suits and Residence maintain dynamics every time when
they are about to form a team.
Planning: Operational planning is among the primary function management at Buckingham
Gate Suits and Residence needs to conducted (Pauliene, Diskiene and Matuzeviciute, 2019).
In service sector organisation planning play a vital role in managing all functions involved in
hospitality sector organisation.
Decision making: Effective management also involves in taking important decisions related
to operation management at Buckingham Gate Suits and Residence and also related to growth
of the company in hospitality sector.
Strategic mindset: Effective management approach is based on strategic mindset.
Management at Buckingham Gate Suits and Residence follow the proper operation
management strategies to manage all functional activities of the hotel.

Problem solving: Problem solving is also a crucial part of operation management. In case of
hospitality sector several issues inside the hotel arises due to strict timings. Management
needs to deal with the problems effectively.
Communication skill: Communication plays a vital role for the management to control and
monitor all functional duties at the Buckingham Gate Suits and Residence (Tomé, 2017).
Management needs to communicate effectively with the hotel staff to manage all different
functions in hotel.
Motivation: Effective management always remain motivated. Management at Buckingham
Gate Suits and Residence not just motivated itself but they also motivate to other employees
part of the hotel.
Delegation skill: Delegation is also a crucial skill trait part of the effective management.
Delegation skills drive management effectively towards segregating all different
responsibilities in the hotel among all the hotel staff. Delegation skills drive the management
to observe the skills and capabilities of all the hotel staff.
Managing discipline: Manager also play a vital role in managing discipline at the
Buckingham Gate Suits and Residence (Bird and Mendenhall, 2016). Disciplined staff allows
management to control and monitor all different functional activities efficiently.
Conflict management: Conflict management is another key aspect involve in effective
management at the Buckingham Gate Suits and Residence. Conflict management allows
management to solve all different conflicts and issues arise involved in the hospitality
operations.
Approaches to management
Management at Buckingham Gate Suits and Residence needs to follow the following
approaches as a part of the designated role.
Task orientation: Management at Buckingham Gate Suits and Residence follow the task
orientation approach at the hotel. Task orientation is a professional approach to manage the
functions at the hospitality organisation.
Relationship orientation: Effective management also follows the approach call relationship
oriented. This approach of effective management focuses on building up not only

professional relationship with employee’s part of the organisation but along with they also
give emphasis to establish a personal relationship with employees part of the organisation
(Herman, 2016).
Leadership characteristic and skills
Characteristics and skills part of effective leadership at organisation.
Communication skill: Communication skill is among the key skill trait part of the effective
leadership at the Buckingham Gate Suits and Residence. Communication skill allows leaders
at the hotel to drive employee’s part of the organisation towards achieving the business
objectives. This skill supports leaders to frame proper strategies and also to convey such
strategies with employee’s part of the organisation.
Delegation skill: Leaders also involve in delegating different functions at the Buckingham
Gate Suits and Residence as a part of the operation management approach. Effective
delegation skill involves observing the potential capabilities of employees in order to give
any respective duty at the hotel.
Inspirational motivation: Leaders consider as the role model in the organisation. They need
to inspire other employees in the hotel towards achieving all different objectives of the
business.
Positive attitude: Leaders always carry the positive attitude and mindset to perform the
duties. Positive attitude of leaders allows them to perform the entire task at the hotel in the
most professional manner.
Trustworthiness: Leaders are trustworthiness for the organisation. They always focus on the
interest of the organisation rather than self interest.
Creative thinking and innovative: Leaders also carry the capabilities of thinking creatively.
These aspects of leaders allow them to innovate in the business practices. This also motivates
them in introducing new services for the growth and development of the hotel.
Problem solving: Leaders also play key role in solving different internal as well external
issues at Buckingham Gate Suits and Residence. They always carry the personal involvement
in solving any issue part of the hotel.

Giving and receiving feedback: Leaders in Buckingham Gate Suits and Residence follow
the approach of taking feedback over the functional activities at hotel. Feedback allows
leaders to modify and improve the different services of the hotel.
Taking responsibility for both success and failure: Leaders always take responsibility of
all successes and failures at the hotel. This is another important aspect involves in the role
leaders play at the Buckingham Gate Suits and Residence. They give credits to all employees
of all the successes organisation get but they take the complete credit about the failure
company face.
Cultural sensitivity: Effective leaders also give respect to all cultures. In Buckingham Gate
Suits and Residence due to leadership approaches the organisation sustained well diversified
culture at the organisation. Employees from all around the world work in the hotel.
Global outlook: Effective leadership also focuses on global outlook. This involve comparing
the services of hotel with other hospitality organisation all over the world. This gives new
aspecst to leaders to develop the services of the hotel.
Approaches to successful leadership
Approaches follow by leaders in Hilton Hotel can be demonstrated in the following
manner.
Situational approach: Situation leadership is all about taking decisions on the basis of the
situation analysis. They assess the situation properly and take decisions to deal with the
problems. In this approach leaders need to assess the situation of Buckingham Gate Suits and
Residence and implement decisions over organisation.
Transformational approach: Transformational approach is also a a key leadership approach
follow at Buckingham Gate Suits and Residence. This leadership approach allows leaders to
bring changes in the hotel in order to transform the functional activities of the hotel.
Inspirational leadership: Leaders all over the globe follow the approach of inspirational
leadership. This is the leadership style in which leaders inspire other employee’s part of the
hotel towards performing the individual role at hotel.
Contingency leadership: This leadership guides the leaders to deal with contingent
situations. Issues like COVID 19 and related issues involve in this situation. Company need

to assess the situation and take the best decision that can meet the need of organisation. In
this leaders at Buckingham Gate Suits and Residence can reduce the prices to attract
customers, local travellers can be attracted and targeted.
The hard skills of management versus the soft skills of leadership
Soft skills of management involve skills like communication, delegation skill,
decision making skill and other key skills (Makina, 2016). Hard skills involve coding,
budgeting and other relevant skills. Soft skills always support leaders to perform the different
functional roles of management effectively.
LO4
Covered in Poster
CONCLUSION
This report has demonstrated different aspects of management such as classical
management theories and concepts. Different qualities like delegation skill, decision making
skill, motivation, issue solving, analytical skill and other skills managers must possess in
order to perform the duties of manager. Characteristics and traits like positive mindset,
creative brain, innovative also play a vital role for managers. Leaders also need to hold all the
above mentioned skills to perform the duties at hotel.

REFERENCES
Books and Journals
Bird, A. and Mendenhall, M. E., 2016. From cross-cultural management to global leadership:
Evolution and adaptation. Journal of World Business. 51(1). pp.115-126.
Chang, Y.Y., 2016. Multilevel transformational leadership and management
innovation. Leadership & Organization Development Journal.
Dhar, R.L., 2016. Ethical leadership and its impact on service innovative behavior: The role
of LMX and job autonomy. Tourism Management. 57. pp.139-148.
Hassi, A., 2019. Empowering leadership and management innovation in the hospitality
industry context. International Journal of Contemporary Hospitality Management.
Herman, R. D., 2016. Executive leadership. The Jossey-Bass handbook of nonprofit
leadership and management. pp.167-187.
Lovelock, C.H. and Wright, L., 2016. Principles of service marketing and management.
Prentice Hall.
Makina, A., 2016. The Theory of Connectivism in Enhancing Leadership/Management
Competences in E-Learning in Higher Education. African Educational Research
Journal. 4(4). pp.152-159.
Pauliene, R., Diskiene, D. and Matuzeviciute, E., 2019. Complex approach on multicultural
teams management & leadership. Journal of Educational and Social Research. 9(2).
p.8.
Pradhan, R.K., Panda, M. and Jena, L.K., 2017. Transformational leadership and
psychological empowerment. Journal of Enterprise Information Management.

Tomé, E., 2017. Knowledge management and leadership: the carbon emissions scandal in the
automobile industry. International Entrepreneurship Review. 3(1). pp.229-240.
Yeng, S.K., Jusoh, M.S. and Ishak, N.A., 2018. The impact of total quality management
(TQM) on competitive advantage: a conceptual mixed method study in the Malaysia
Luxury Hotel Industries. Academy of Strategic Management Journal. 17(2). pp.1-9.