Leadership and Management for Service Industries

This document discusses the different classical management theories and leadership styles in the service industry. It also explores the internal and external factors that influence management styles and structures. Additionally, it provides insights into the current management and leadership skills and discusses the future skills required in the service sector.

Leadership and
Management for
Service Industries

Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................2
P1. Different classical management theories...............................................................................2
P2. Role of leader and different leadership style.........................................................................3
P3. Review the management and leadership styles.....................................................................4
TASK 2............................................................................................................................................5
P4. Investigate the internal and external factors that influence management styles and
structures of service industry organisation..................................................................................5
TASK 3............................................................................................................................................6
P5. Current management and leadership hard and soft skills offering evidence.........................6
P6. Discussing future management and leadership skills required by the service sector............7
TASK 4............................................................................................................................................9
P7. Compare and contrast different service industry organisations ‘change management
systems and leadership in implementing change.........................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Leadership is an activity of directing, training, grooming and encouraging employees of a
business venture so that they can feel motivated and used or implement their skills and
knowledge for the development of the firm in proper way. Whereas management refers to the
process of planning, administrating, directing, organising and controlling business activities and
operation of a company for the effective running of organisations (Kutz, 2018). This written
document is based on Marriott International which is an American international diversified
hospitality sector company that manages and franchises a broad portfolio of hotels and connected
lodging facilities. This firm was incorporated in 1927 and is headquartered in Washington D.C.
US. The written document will discuss about different classical management theories and role of
the leaders with several leadership styles. Moreover, will describe about different management
styles and current and future management & leadership skills in service industry.
TASK 1
P1. Different classical management theories
Classical management theories are refers to those conceptions that are utilised by the firm
for the appropriate administration and operation of business activities so that firm can operate its
business in successful manner. There are several classical management theories that can be
implement and adopt by the management of Marriott for the proper administration of venture and
the description of them as below:
Scientific management theory-This conception was framed by FW Taylor for the proper
management of the business firm. This concept mentions that for the better management of the
company’s task and work must be formulated in scientific form so that is can be replace in ease
term accordant to new rules and methods. In context of Marriott, if the management of this firm
effectively consider this theory then the administrator should assign work and responsibilities as
per the skills and knowledge of employees and workforce so that they can execute their task in
better manner and attain its goals and aims (Gibson and Parkman, 2018). It will assist in success
and growth of the firm as well as improving market position.
Bureaucratic management theory- This administration method was formulated by Henri
Fayol and Max Weber for the effective management of a company. By adopting this conception,
the organisation can form good administration in working environment and the goals can be
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attain in better form. In respect to Marriott, if the managers of the company utilise this theory
then it is crucial that they should segregate the task as per the specialisation of employees as it
assist in increasing outputs by forming workforce more efficient (Singh, Kumar and Singh,
2018). If the venture will adopt this conception then the workers will perform in expected way
and it assist in devising fairness in working environment in context of work, competition and
many more which motivate them and make them able to perform their work in crucial way.
Administrative management Theory- This concept of management developed by Henri
Fayol to administrate the business activities, task and workforce of the enterprise so that they can
work for the improvement of the business firm. In context of Marriott by implementing this
concept the administrator can motivate their sub ordinate by thinking and taking action to
perform the plan. With the assistance of this administration of the firm can take appropriate
decisions with the help of organisational development and direct the workforce towards their
task so they can execute appropriately.
Form the above mention information, it can be summarised that between several concept of
classical management, scientific management theory is an effective concept for the
administration of firm as with the assistance of the administrator can assign task as per
employees competencies and knowledge. This will assist in executing work in effective manner
and accomplishing business aims adequately.
P2. Role of leader and different leadership style
Leader is an individual who use its all knowledge, skills and competencies for leading,
directing and encouraging individual of a company so that they can do their work in better
manner. The description of different roles of a leader in context of Marriott as under:
Role of leader
Visionary- In Marriott leader play an essential by setting and establishing vision and aims
regarding task that are performed by employees. By setting a vision, they help workforce so that
they can execute their task in effective manner by accomplishing its vision in set time duration.
Influencer- It another effective role leader and with the help this role they motivate
employees to perform their assigned work in better form when they are feeling demotivation
(Tuan, 2018). In Marriott, the management organise motivational programs to influence
workforce so that they can execute their roles and responsibilities.
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Decision maker- It is a crucial role of leader through they are liable to make effective
determination In Marriott, leaders are also accountable to make determination about the work
and development of venture (Luo and et. al., 2019). By performing this role, they take
appropriate decisions in reference to assign work and framing strategies for organisational
development.
Leadership styles
Autocratic leadership styles- Within this leadership style, leader is the single person who
is responsible to take decision and ordering the work to its teammates and individual without
making participation of other individuals. In Marriott, if the venture adopts this style then leader
is single person who will take decision and other will be follow it.
Democratic leadership style- In Marriott, if the management of respective form adopt
thus leadership form them employee are also allowed to make participation in decision making
activity and share their views. But the final decision is taken by the leader and employees will
follow it and consider in their work also.
Delegative leadership style- In Marriott, if the administration of the form follows this
leadership form then leader allows the wormers to take decisions however the individual is
accountable to the decisions that are framed.
Management styles
Consultative management style- In Marriott, in this management style, manager consults
the workforce but the final decision is taken by the employees. This kind of management from is
included in decision making activity and can also direct to a dependency of the employees.
Persuasive management style- It is another form of management which can be follow by
Marriott. Within this decisions are taken by administrator and they do not consider the support
and suggestions of others. This management does not able to work employees do not support
administration.
Democratic management styles- In respective firm, if the management of Marriott adopt this
style and perform as to this form of management then the democratic managers provide a chance
to employees to involve in decision making prices and sharing their ideas (Shahab, Sobari .and
Udin, 2019).
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P3. Review the management and leadership styles
Marriott is biggest multinational diversified hospitality organisation. They focus on framing
a hierarchical structure as it allows the company easily accomplishment the expected aim. This
firm follows democratic leadership style in which is provide the chance to make involvemengt to
its employees in determination devising activity and consider their views and suggestions for
venture’s development if the better (Deming, 2018). It motivates workers and direct them a
better job fulfilment. At the time of decision making activity, the workers get and
communication and conversation opportunity and with the help of open communication option
they can effective conversation with seniors and share their issue and get effective resolution
regarding them.
Scientific management theory is an appropriate concept for the administration of a firm like
Marriott as it assists in improving the productivity of the firm by concentrating on growth of
business activities and operations. This conception is based on observation and experiments so
by framing effective planning accuracy the aims can be attained. There are different roles of
leader are perform in a company in term of motivating and guiding them so that they can do their
work in better form. Democratic management style is adequate for the firm as by adopting this
workforce can share their views and thoughts to the seniors. If they face any complexity then
they can also get an effective solution regarding it and can execute their work properly.
TASK 2
P4. Investigate the internal and external factors that influence management styles and structures
of service industry organisation
Each and every company has its environment and the organisational environment that
refers to internal and external environment factors that influence the business of the form and its
decision making (Yeo and Grant, 2018).
Internal factors
Culture of the firm-It consist the values, beliefs and attitudes of employees and
workforce. The management of company must look after the culture of hotel whether employees
are able to execute their responsibilities appropriately in team work and collaborations. For
instant, it influence the business of the venture when this hotel expand its business at new
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location and do not provide services as per the culture of that destination then it unfavourably
impact the structure and management style.
Manager’s personality- It is another intrinsic component that affect the management
style and structure of venture. The managers in Marriott follow several form of management as
per the situation (Car, Kyaw and Atun, 2018). For example, to maintain the quality of services
that are offered by enterprise, administrator cans use democratic management style as it consider
employees views and thoughts by providing chance to them to involve them in decision making.
In it, administrators will aware with workers competencies and allot task as per them so that
employees can execute their work in well manner and positively affect the venture by performing
well.
External factors
Political and economical factors- These are main factor that highly influence the business
of the company. Marriott operate its business internationally in different nations so these
extrinsic factors highly influenced the business. For example, If the administration of Marriott
expand its business at that destination in that nation where it is not operating so the rule such as
trading laws and political stability that impact the management style, structure and business of
enterprise. High exchange rate of US dollar and fluctuation in currency rate are some economy
factors that also affect the business of company. Slow economic development in China also
creates affect over the business of respective firm.
Digital technology- It is another effective factor of external environment that also affect the
business of Marriott. Technological innovations are take place day to day so that affects the
business operations of a firm. For example, in current era, people and visitors prefer self check –
in and check-out services so by using this kind of technology which are able to fulfil this need,
the business of Marriott can influenced in positive form (Tuan and Thao, 2018). By using
effective technology in promotion term like web ads and social media can also favourably affect
the firm in term of attracting number of consumers.
TASK 3
P5. Current management and leadership hard and soft skills offering evidence
Management and leadership soft skills
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Soft skills are an amalgamation of individual’s competencies, social skills,
communication skills, character and personality traits, attitudes and emotional and social
intelligence that are effective to navigate their environment and work etc. These skills are
beneficial to administrators and leaders to be more effective in their job, maintaining god
relationship personally and professionally as well as make development in career (Shamim, Cang
and Yu, 2019). In Marriott, these competencies are defined as effective factors as they assist
leaders to bring the degree of skilfulness and improving their morale in appropriate and adequate
form. Thus, it has large and great influence over Marriott administration and leadership styles
that is defined as below:
Decision making- It is analysed as a crucial part of employer as it related with utilisation
of fair and strategic decision to workforce that develops all over execution of the organisation.
With high level of soft skill influence Marriott leadership to addition business determination
circumstance and supported to devise restorative course of action that usage to get better
outcomes from working environment and more effective work culture in the firm.
Teamwork- It is another attribute of soft skill as it help the manager to support workers to
perform jointly and utilise their effectiveness towards the accomplishment of company’s
objectives. Further ore, hiring workers with advanced soft skills can have a crucial impact over
Marriott capability for functioning appropriately with its own structure and as segment of their
industry. For instance, In service sector companies recruiting employees with strong
communication and team work skills so that they can perform their work in well manner and
accomplish better consumer experience.
Management and leadership hard skills
Hard skills are defined those specific capabilities, skills and traits that an individual can
process and demonstrate in an evaluation form. These types of competencies are needed by
formal education, observation, and experience and training programs in order to execute
organisational task in proper way in set time duration. These kinds of skills are basically
implemented and used at the time of recruitment and interview to compare candidates and
employment (Kim, Beehr and Prewett, 2018). For instance, In Marriott, the administration of the
firm includes hard leadership and management skills within employees so that they can make
effective contribution in organisation’s success and growth. In term of front desk services and
customer relation management service, the management need skills like computer knowledge,
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MS Excel and many more to maintain the record of employees attendance, information about
guest entry and exit and payroll etc. With the assistance of these skills, administrator manage all
business practices and resolve the complexities of miscommunication among employees.
Future management and leadership skills important for service industry
In Marriott, the administration of the firm use democratic leadership form due to making
change in working style in which there are some roles and responsibilities to workers and
organisation by which they can make better determination (Oberer and Erkollar, 2018). It enable
in providing to them several advantages. In future, they can utilise and implement this leadership
style in term of taking effective decision by making engagement of employees for the growth
and development of company.
P6. Discussing future management and leadership skills required by the service sector
Future management skills
It mentions to those competencies that are needed to the management of the firm to
determine and control the future activities and operations of the firm in effective form. In context
of Marriott, the managers will needed to accurately acknowledge technology to use its challenges
and develop options in data management, career development skills, workplace roles and many
more that assist in maximising profitability and developing productivity of the venture.
Moreover developing technological tools and techniques will beneficial for future managers to
evaluate soft skills in term f understanding and offering support to workers for gaining profits
with the better implementation resources. Along with this, Marriott managers should obtain to
develop cultures in non conventional workplace as well as they should be more erogenous and
comprehensive to each worker and use disciplinary course of action in respect to offer flexibility
and diversification in working environment (Chao and Shih, 2018). Still, workers can be
transparent and nonpartisan towards manpower which create positive representation among them
and develop brand image and market position of the firm in competitive market.
Future leadership skills
It mentions to those skills and competencies that are needed to leaders in a firm to direct
and guide workers so that they can work as per to accomplish the future development of the
venture. In order to protect and endure in a rivalry atmosphere till long term duration, it is crucial
for a leader that the person considers modern and amentiferous competencies in reference to
management complex business circumstances. In Marriott, leader should have emotional ability
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in order to comprehend, determine and managing workers emotions that helps them to build
healthy and friendly relationships and develop economic situation as well maximise profit
margins (Yeşiltaş and Tuna, 2018). Moreover, they will need to be able to follow their feeling
with clearness and assurance which help them to attain high extent of reliability, reduce and
decrease personalised impediments which direct them to generate a best workplace and it add
value to brand image among agonistic limit to attain sustainable competency.
However, there are different skills that help Marriott management or leadership to
diagnose their execution in an effective form. Thus, according to above mentioned competencies,
it can be determined that these skills help Marriott leadership to increase its productivity and
develop their capability to earn competitive edge in better form.
Evaluation of management and leadership skills
In case of improve taking place in organisation like Marriott, then it is crucial to
management and direct teams that assists in offering effective services. As in hotel, there are
several types of customer so it is important for managers to direct and administrate styles. This
assist in using changes and get effective advantages, with effective administration and
leadership, it s ease for manager to lead and monitor performance that they are playing in
specific form.
TASK 4
P7. Compare and contrast different service industry organisations ‘change management systems
and leadership in implementing change
The comparison is defined regarding Marriott and Hilton Hotel which is as below:
Particulars Marriott Hilton Hotel
Management style It use consultative
management style to
administration the business
practices and operation of the
firm so that they can execute
in appropriate way. Along
with this, it take effective
initiatives to enquire with their
It implements participatibe
styles in which they provide
the option to workers to make
engagement in determination
devising activity (Andry and
Sebastian, 2018). So that get
can also discuss their ideas
and issues with their seniors
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workforce n term of
implement main decision that
helps them to generate and
create a healthy and friendly
relations with workers and
assist them to make favourable
concept towards company’s
aims and objectives (Kim and
Toya, 2019).
and get better solution. It
encourage workforce and they
use their all efforts and
effectiveness in effective
manner in term of
organisational growth and
development. Along with this,
there will be less potentiality
of creating misunderstanding
and issues among manpower
and it directly refers to
minimise employee’s turnover
rate and absenteeism.
Leadership style In Marriott, the administration
of the firm follow democratic
leadership style so that they
can appropriately direct
workers in a group or
individually. It will assist in
encouraging the workers as
they offer option to make
involvement in the
development and success of
the firm. With the assistance
of this leadership form, the
individual can make effective
communication with workers
and aware with these
complexities which they
suffered in their work or the
leader provider them effective
In Hilton, the management of
the firm can also follow
democratic leadership style for
the purpose of business
concern. In respect to this, it
permit that the leader
encourages it workforce to put
their whole behaviour towards
attainment of high profit and
enhancing productivity.
Moreover, it determines
company abilities and furnish
their effective training
sessions to improve their
abilities and skills to earn
more profit and improve brand
image (Karatepe, Ozturk and
Kim, 2019).
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solution that will assist in
minimising crises and
employees can effective work
for the development of the
company.
Role of change management and leadership skills and style
Role of management and leadership is important in using and determining changes as his
is the form by which managers of Marriott is able to determine modifications that are taking
place. When there is change in implementing new technologies and tools in workplace then it is
essential to analyse that whether it is going in accurate direction or not (Bavik, 2020). If
happening of unfavourable activities has to be taken by effective leadership of workers.
CONCLUSION
This has been summarised from the preceding mentioned content that leadership is an
essential aspect that is crucial for directing workers towards assigned work and task so that they
can effectively accomplish the objective of their work in successful manner. Management is also
an important process of planning, managing, organising, coordinating and controlling the basic
activity of business venture. There are several roles that are play by leaders within company for
the growth of organisation. Several kinds of leadership and management styles are effective for
the firm as with the assistance of it leaders play an efficient role in form of encouraging and
inspiring individual to work in organisational context. Future leadership and administration
competencies are also effective for the development and progress of the business enterprise in
forthcoming time in reference to maximising profitability margins and enhancing productivity.
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