Leadership and Management in Service Industry

Leadership and
management in service
industry.

Table of content
Introduction......................................................................................................................................3
P1 Different classical management theories and their application in service industry.............3
P2 different leadership styles and the role of leaders...............................................................4
P3 Management and leadership styles in service sector...........................................................5
P4 Internal and external factors that influence structure and management styles....................6
P5 Analyse hard and soft skills in current management and leadership...................................8
P6 Analyse future management and leadership skills required by service sector....................8
Conclusion.....................................................................................................................................10
References......................................................................................................................................10

Introduction
Leadership and management is an essential part in the operations of an organization.
Leadership is a skill of motivating a group of people to act in order to achieve the goals and
objectives. The leader in the organization can motivate employees to work in order to achieve the
goals and objectives of the company and also work towards the benefit of the employees.
Management skills are an art of managing the work and departments of the organization
effectively and efficiently. In context to Balmoral hotel, they are a luxury hotel built as a North
British Hotel in the year 1902. the hotel is situated in Edinburgh, Scotland and has a Victorian
architecture.
P1 Different classical management theories and their application in service industry.
The classical theory of management talks about the the needs of the labour and workers. This
theory is based on the idea that workers only have economic and physical needs and are happy if
they are fulfilled. It does not discuss about the social needs or job satisfaction (Afsar and et. al.,
2019.). This theory also supports the fact that their must be specialized labour, centralized
decision making, profit maximization and centralized leadership. While the theory is not wholly
accepted in modern times as it talks only about profit enhancement, increase productivity and
streamline operations but some of the principles of this theory is remain valid to some extend. In
context to Balmoral hotels, they make sure that their workers are getting job satisfaction.
The theory support three main concepts that are given below:
Hierarchical structure: The theory divided workplace into three different layers of
management. The top management refers to board of directors, owners and executives that are
responsible for the long term objectives of the company. The middle level belongs to the
managers that oversee supervisors and divide work into the different departments according to
the budget. And the last level consist of supervisors that have the responsibility of managing day
to day work, addressing employee problems and giving training.
Specialization: It refers to the fact that the work of the organization must be divided according
to the specialization that the manager have (Arici, H.E., 2018.). The workers must be specialized
in different fields and the company must divide work accordingly. In this case the productivity of
the workers will enhance along with their efficiency. It will help in accomplishing difficult task
with ease.

Incentives: It refers to the belief that workers are motivated because of financial rewards. The
company must make sure that they are provide accurate incentives to the workers according to
their work in order to keep them motivated and to increase their productivity and efficiency. In
context to Balmoral Hotels, they make sure that they provide incentives to the worker on the
basis of their performance as it increase the efficiency and the productivity of them and will also
motivate employees to work hard.
P2 different leadership styles and the role of leaders.
Provide motivation and support to employees whenever needed: The basic role of the leader
is to make sure that their employees are fully motivated and they are not in any problem. It is
important for the leader to understand the employees perspective as well (Bin and et. al., 2020.).
It is the duty of the leader to provide suggestion to the employees only when needed and make
sure that they are not stuck in any situation.
Help in employees in improving their performance: Every leader must encourage their
employees which can motivate them. The leader must give their suggestions in order to improve
the performance of the employee which not only increases the efficiency in the work of the
employee but will also increase he productivity of the employees which is ultimately beneficial
for the employers as well as employee.
Take responsibility of the work: The leader must take responsibility of the work done by their
employees under their supervision or because of their suggestion (Birasnav and et. al., 2019.).
This will increase the trust of employees in their leaders and will also ensure that they are more
loyal to their leaders which will create a strong team and fulfill the goals and objective of the
organization.
Some of the different leadership styles are
Democratic leadership: This style of leadership includes the leaders that involve their
employees in each and every decision related to the workings of the company. They invite
suggestions from their employees and involve good suggestions into their final decision. The
benefit of this type of leadership is that the employees feel valued in the organization which not
only motivate them but also increase their productivity. In context to Balmoral Hotels, they make
sure that they are involving the suggestion of their employees in decision making in order to
make sure that their employees abilities are enhancing and they are feeling valued.