Leadership and Management for Service Industry

Leadership and
Management for
Service Industry

Table of Contents
INTRODUCTION...........................................................................................................................4
1. Different classical management theory....................................................................................4
Role of leader and different leadership styles..............................................................................6
Review the management and leadership styles............................................................................8
Analyse management and leadership styles in relation to organizational structure and culture
....................................................................................................................................................10
Evaluate current management and leadership styles linked with theories.................................10
2. Investigate the internal and external factors that influence management styles and structures
....................................................................................................................................................10
Critically analyse how specific management styles have been influenced and changed by
internal and external factors in a selected service industry organisation...................................12
3. Assess current management and leadership ‘hard and soft’ skills providing evidence from
specific service sector examples................................................................................................12
Evaluate current and future management and leadership skills that are crucial for the service
sector..........................................................................................................................................16
4. Compare and contrast different service industry organisations change management systems
and leadership in implementing change.....................................................................................17
Analyse how change management affects management and leadership skills and styles.........18
Critically evaluate how, in response to change, management and leadership skills in the
service sector have developed....................................................................................................18
CONCLUSION..............................................................................................................................19
REFERENCES..............................................................................................................................20

INTRODUCTION
Leadership and management are very necessary for an organization as it helps in
achievement of an organization; it becomes the necessity of an organization success and growth
(Liang and et. al., 2017). In the service sector, it becomes more important because they run
organisations by people and for people. In this context, Hilton Hotel is undertaken to show the
importance of leadership and management styles. Hilton hotel is one of the famous and popular
hotels that pride services to the consumers. This report covers theories, management style and
structure which is critically analysed. It also covers the change management system by
comparing sustainability.
1. Different classical management theory
This classical management theory consists of various styles of management which
emphasizes their hierarchy and roles of leadership has should be optimized their efficiency in the
workplace. This theory consists of the following principles such as scientific management are
used to determine the most effective way to do the job, workers are should be selected to perform
various tasks based on their skills and aspirations. Key classical management theories are
defining with context to Hilton is as follows:
Scientific theory: This theory defines by Fredrick Winslow Taylor which was to be likely to
find the best one in the challenge and Taylor (1909-1911) focuses on increasing efficiency and
productivity where jobs are systematically organized. Employees are also rewarded according to
their effort. (Luu, 2020). Many processes have to be followed to complete one task and
considering all ways to determine that one main goal is to scientific management. Taylor
differentiated many experiments by 1890s so that they focus to increase a better understanding
among workers and managers to improve and develop their efficiency in the workplace. It should
be a major phase to enhancing their production activities through the use of technology and
human beings are should be considered in the performance of the routine tasks.
Advantages:
 It should be replaced old management and introduce new scientific methods.

 It provides higher degree of excellence.
Disadvantage:
 There should be high cost of organizational structure which is highly expensive.
Bureaucratic theory: This theory determines both public and private institutes ad
organizations and mainly it should focus to operate firm under various hierarchy of positions.
Each person in the organization is reported to a higher authority which is ultimately reached to
the president of the business organization. (Madanchian and Taherdoost, 2019). A firm like
Premier Inn should be emphasizing for firm to operate in a rational way that defines rules and
regulations by establishing their impersonal relationships. It is difficult to wait for that manager
is divided their task among people and it should be rewarded for which manner. This theory was
given by Max Weber (1916)
Advantages:
 It should have centralized power for particular roles and duties that would be allow
people for productivity.
Disadvantages:
 It should be decreased more opportunity for adapting some changes very quickly
because it should be dependent upon rules and regulations.
Administrative theory: This theory was given by (Fayol,1916) is one of classical
management theorythey were given 14 principles of management and it is way to organize in
systematic manner. It should be clearly defined those tasks which are need to be performed for
structure of business. It should be improving the overall function of enterprise and determine
their planning and controlling their activities and define main functions of administration. For
Hilton, it is based on such function and concept of departmentalization that means of different
activities should be performed for accomplishing their goals and objectives. For instance,Premier
Inn, they should be identified that different groups and departments are those tasks which can be
complete effectively.
Advantages:

 It results in higher productivity because there is coordination which can drive maximum
output.
Disadvantages:
 It does not consider environmental changes that have a major impact on business and
have a complex environment.
Human relation theory: This theory consists of Mayo’s human relations theory was
given in 1945 which contains that the Hawthorn effect is the theory of motivation. Workers are
motivated that preliminary to pay and treated as just another piece of equipment (Mishra and
Singh, 2019). It should also focus on employee’s satisfaction, informal place of firm and
influencing of workers profitability and productivity. In case of Hilton, it is an important theory
for the firm because they can communicate with other workers and conflict situation are arises
which helps to create better relationship among employees. Many firms like Park Plaza
Westminster have depended upon working together for the firm and reduce their conflict
properly inappropriate in the workplace to be more productive.
Role of leader and different leadership styles
Leader: A leader is a person who inspires, motivate people and guide others to
participate in common effort. A leader is someone who sees things which can be improved and
move towards a better vision into reality while putting their people first. A leader should be
connected with some other people which is to be more successful. A good leader is having a
clear vision, who is a courageous, honest and clear focus on their goals and objectives.
Role of leader
Coach: Leaders are always looking for improving their team and inspire other to
accomplishing their goals and objective in a proper manner. It is very important in each and
every situation where the sustainability of firms is helpful for whether it is different perspectives
or not, they should give enough feedbacks and people to continuously develop their strategies
and maintain a strong relationship bond.