Leadership and Management for Service Industries

This report discusses the importance of leadership and management in service industries, with a focus on Four Seasons London. It explores the application of classical management theory, the role of leaders and various leadership styles, and the influence of internal and external factors on management styles. The report also evaluates current management and leadership styles in Four Seasons London and provides evidence of organizational practice.

Leadership and
Management for
Service Industries
1

INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................4
P1 Appliance of Classical Management Theory within service industry....................................4
P2 Role of leader and various leadership styles..........................................................................7
P3 Management and Leadership in service sector.......................................................................7
M1 Analyse management and leadership styles in a specific service sector organisation in
relation to organisational structure and culture...........................................................................9
D1 Evaluate a specific organisation’s current management and leadership styles making links
to theorists and providing evidence of organisational practice...................................................9
P4 Internal and external factors influencing the management style............................................9
M2 Analyse the internal and external factors that influence management styles and structures
in a selected service industry organisation identifying strengths and weaknesses....................11
D2 Critically analyse how specific management styles have been influenced and changed by
internal and external factors in a selected service industry organisation...................................11
P5 Hard as well as Soft skills....................................................................................................11
P6 Future management and leadership skills.............................................................................12
M3 Evaluate current and future management and leadership skills that are crucial for the
service sector.............................................................................................................................12
D3 Critically evaluate how, in response to change, management and leadership skills in the
service sector have developed...................................................................................................12
P7. Different Service sector companies’ Change management systems and Leadership..........12
M4 Analyse how change management affects management and leadership skills and styles. .13
D3 Critically evaluate how, in response to change, management and leadership skills in the
service sector have developed...................................................................................................13
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................15
2

INTRODUCTION
Leadership and management practices are very essential for an organisation in order to
ensure long-term success and sustainability. Both of these functions act as key essential element
and an important management function with the help of which organisation can effectively able
to maximize their efficiency and can accomplish organisational goals. Leadership is a process
within which an individual influence others to fulfil objectives and further provide direction in
order to ensure further competitive advancements (Shin and et. al., 2015). Leaders and managers
within an organisation engaged in the process of guiding, supporting, directing and controlling
employees and other organisational functions as to effectively accomplish corporate goals. With
the proper supervision of leadership and management workforce within organisation can able to
carry out their responsibilities according to the company requirement. Present report has been
conducted on Four Seasons London. This hotel entitle itself in the list of the largest hotels that
operate their functions in different locations around the world. In this report formative
discussion has been made on classical Management Theory application and role of manager and
leaders. In addition with this internal as well as external factors that influence management style
is also been discussed in this report along with future management and leadership skills.
TASK 1
P1 Appliance of Classical Management Theory within service industry
Classical Management Theory is mainly based on a presumption that employees with an
organisation only have economic and physical needs. It do not take into due consideration of
social needs and job contentment. Rather, it determines centralised leadership, labour
specification, process of taking decision and maximization of profit. In relation to this there are
different types of classical management theories that can be undertaken by organisation in order
to gain comprehensibility of Management as well as leadership concept. With the
implementation of these theories in organisational structure Four Season London leaders and
managers can effectively able to increase their work efficiency and confined to manage business
practices quality. Mentioned below there are two most important and widely used classical
management theories which is being defined below in context with Four Seasons London:
Weber theory of Bureaucracy
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Weber theory of Bureaucracy is considered as one of the most effective classical
management theories that aid an organisation with elementary principles of bureaucracy. This
theory focuses into application of rules, hierarchical structure, division of labour and
implementation of rules. It has been determine that Power have the tendency to effectively e
induce obedience. It further aid to influence and individual in order to comply with the rules and
regulation that has been enforced by management. Different type of principle is being discussed
below in context with force season London:
Division of labour:
According to this principle this has been evaluated that, each and every individual did not
possess same kind of capabilities and potential as to operate their function within organisational
structure. In relation to this it is essential for four season London manager to effectively
determine every individual capabilities as to provide them task as per according to their
potential. This effectively provide organisation to increase their workforce efficiency that not
only able to increase productivity of employee but can also provide them job satisfaction and
further promote healthy work environment. This will benefit organisation to ensure long-term
sustainability of employees that simultaneously lead towards higher profitability and
productivity.
Chain of command:
This principle states that implication of hierarchy in an organisation structure within which
command follow from higher to lower level. In relation with this, Four season London manager
is required to make sure that each and every personal irrespective of the hierarchy level from
which they belong have an opportunity to effectively develop and grow. With the help of this
hotel can effectively able to increase productivity of their staff that simultaneously lead towards
increase in organisational productivity.
Rules and requirements:
Rules and requirement are termed as core essential factors on which organisational
performance and complaint process are depend. In relation with this, it is essential for Four
Seasons London manager to undertake different types of policies and procedures by considering
workforce requirement in order to ensure their welfare for long run. With the help of this hotel
can effectively able to ensure uniformity within their operation in all branches of company
around the globe.
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Career orientation:
It is one of the most important principles of classical management theories that states that
by putting right individual at right place effectively increase workforce turnover and can ensure
high productivity rate of organisation. In relation with this, four seasons London manager is
required to ensure that selection of right candidate to right place is done in best effective manner
according to their competencies and skills. It ensures high growth and sustainability of
organisation.
Taylor' scientific management theory
Taylor scientific management theory was coined by F.W Taylor. This theory mainly
emphasise on increasing efficiency of employees in an organisational structure. In order to fulfil
this it is essential for an organisation to effectively motivate their workforce by providing them
rewards and other performance appraisal in order to increase the performance in best effective
manner. It is essential for four seasons London managers to ensure that they guide their
workforce in best effective manner instead of scolding them for little mistakes as it will lower
down there morale and performance level. There are mainly four different types of fundamental
principles of Taylor scientific management theory that can be undertaken by Four Seasons
London management:
Principles of Taylor's scientific management theories
 Instead to use scientific approach to identify best effective manner to perform a task and
study work, “rule of thumb” can be undertake by management of organisation.
 Instead to assigning work to any employee organisation can match employee capability
and can further motivation related to the job and further provide them training in order to
increase their efficiency to perform work in best effective manner.
 Provide supervision as well as instruction by proper monitoring of employees
performance o in order to make sure that each and every worker is utilising that
capability in best way.
 Effectively allocate task among workers as well as managers in order to ensure that
Administration spend their time in the process of planning as well as training. It allows
employees to perform their function in efficient manner.
It is essential for Four Seasons London managers to effectively determine knowledge, skills,
competencies of each and every employee and assign them task accordingly with the help of this
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management can ensure less error that further lead towards more effective end outcomes. In
addition with this, with the use of scientific management principles within an organisational
structure company can effectively able to evaluate those areas that requires improvement. With
the help of this organisation can effectively ensure high profitability and productivity.
P2 Role of leader and various leadership styles
Main motive of an organisation that operate their functions within hospitality sector is to
effectively ensure higher level of satisfaction from customers, as with the help of this company
can effectively increase sustainability of organisation and performance in Marketplace (Psomas
and Jaca, 2016). In this leader play key essential role within organisational structure as they
undertake leadership style to increase employees morale and motivation that further aid them to
operate their function in best effective manner. With the help of this company can assure higher
satisfaction from their customers. In order to effectively fulfil this proper development of
positive as well as motivating work culture require, as it allow workers to perform their operation
in best effective manner and contribute their contribution in overall goals and objective of
organisation. In addition with this the most important role of leader within this hotel is to
effectively frame strategies with the help of which high satisfaction from customers can be
insured. In this leader hold key essential responsibility to undertake a strategic course of action
with the help of which organisation lead towards long term sustainability in Marketplace. In
addition with this, they effectively ensure support of all employees within organisational
structure of respective hotel. For this they undertake certain form of leadership style in order to
operate their responsibilities and role in well defined manner. Further it has been determined that
leaders within hotel undertake use of democratic and autocratic form of leadership style as
according to the prevailing business situation. With the help of this they ensure best effective
flow of functions and activities in organisation that automatically aid organisation with high
level of satisfaction from their customers.
P3 Management and Leadership in service sector
Both leadership and management act a key essential element for an organisation to
effectively execute functions and activities in organisational structure. In relation with four
seasons London leaders and managers with the use of different types of Style increase
performance and productivity of employee and Organisation:
Leadership Styles
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Leaders within four seasons London undertake use of democratic and autocratic form of
leadership style as to effectively accomplish organisational objectives in given period of time
frame. Mentioned below further explanation of these styles is being defined:
Autocratic:
Autocratic form of leadership style allow leaders to effectively centralise their work and
decision making powers with a view to order workforce to conduct their operation towards
specific direction rather than taking consideration of workforce view. With the application of
autocratic leadership style within four season London leaders ensure quick decision making. In
addition with this, with the implementation of this style within organisational structure of hotel
leaders ensure that accomplishment of task is being done within appropriate time manner and
workers fulfil corporate goals in best effective manner.
Democratic:
Democratic form of leadership style allows leaders to undertake opinions as well as
views of workforce in their daily course of action. With the help of this form of leadership style
leaders within hotels incorporate change within business entity. With the help of Democratic
form of leadership style leaders of four season London create a positive and healthy working
structure that simultaneously increase productivity of employees.
Management Styles
Management styles are termed as a manner with the help of which manager accomplish
their roles responsibilities and duties and manage the functions of subordinates in best effective
manner. Mentioned below there are some certain form of management style that are undertaken
by managers of four seasons London:
Participative style:
Participatory form of management style allow managers to engage employees in the
process of decision making as to further ensure growth and development of Organisation in long
run. This style is being undertaken by manager of four seasons London in order to effectively
increase motivation level among employees and for the influence them to accomplish corporate
goals in best effective manner.
Consultative style:
According to consultative style, managers undertake opinions and views of subordinate but
the power of decision making are hold by themselves only. In relation with four seasons London
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with the help of this form of Management styles managers’ increase loyalty from their workers
towards organisation. It further develops formative sense of empowerment within workforce.
This effectively led towards lower down errors and mistakes. In addition with this by
undertaking viewpoint of employees before decision making managers effectively increase
organisational workforce that increases company profitability.
M1 Analyse management and leadership styles in a specific service sector organisation in
relation to organisational structure and culture
There are different types of leadership as well as management style which is being
considered by four season London management. Some of the leadership style includes autocratic
leadership style, democratic leadership style while management style involves consultative and
participative form of leadership style. With the help of these styles both leaders and managers
effectively operate their functioning within an organisation. For an instance with the help of
democratic leadership style leaders of four seasons London create a healthy working
environment that automatically increases employee’s productivity. While with the help of
consultative management style managers of four seasons London undertake opinions as well as
views from their subordinates with holding power of decision making by themselves. This
ensures high level of loyalty from workforce that for the increases hotel productivity.
D1 Evaluate a specific organisation’s current management and leadership styles making links to
theorists and providing evidence of organisational practice
There are different types of leaders as well as management style that can be undertaken by
leaders and managers of four season hotel with the use of the styles thy can further ensure proper
facilitation of organisational goals (Dhar, 2016). Democratic and autocratic leadership style
allows leaders to ensure quick decision making and accomplish organisational goals within
timely manner. While participative and consultative management styles allow managers to
effectively make enhancement in employee’s motivation level and further lead them towards
effective accomplishment of organisational goals.
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P4 Internal and external factors influencing the management style
Business organisation operates their function in dynamic changing environment this
environment consists of different types of factors that affect working of Organisation in
numerous manner. In relation to this there are different types of elements within internal as well
as external environment that further influence management style. For this management holds
responsibility to effectively evaluate and determine factors within internal and external
environment that make impact on performance of organisation. Mentioned below some of these
factors are define:
Internal Factors
Different types of factor within internal environment that influence management style are
discussed below:
Employees:
Employees they are the most essential element into any organisation. Thus, they have direct
impact upon functioning of an organisation. It has been identified that workforce of four season
London directly influence management style, for example in the situation where hotel
management can not able to frame plans and strategy this lead towards unfavourable outcomes
for entity. Thus, it is essential for Hotel Management to undertake best effective form of
management style by considering behaviour characteristics and conduct of employees.
Capital:
It is key essential factor of every organisation that have significant impact on the manner in
which organisation conduct their function. In this manager hold the responsibility to device plan
for the workforce after evaluating cash availability within organisation (Veríssimo and Lacerda,
2015). This allows them to evaluate accurate requirement of fund for the activities that are
required to be conducted by employees. Management style in four seasons London is decided
after evaluating availability of fund it is very essential as due to lack of funds would require a
formative form of management style with the help of which optimum utilisation of resources can
be done. While accurate availability of fund allows the management style that’s effectively bring
innovation within services that are being offered by hotel.
External factors
There certain external factors that impact on management style
Technological up-gradation:
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It has been evaluated that there is continuous advancement in technology that takes place
with passage of time. It brings unique and innovative form of offering in Marketplace. This
factor significantly impact on selection of effective form of management style. In this four
season London is required to implement new technologies, this bring manages to modify their
management style as per according to the technology as to gain proper support from their
workers while ensuring sustainability of organisation.
Customers:
Customers act as a Market King as they have power to influence organisational growth.
For this four season London management style is decided after undertaking expectation and
needs of consumers in order to satisfy them as per according to the current trend. This will allow
organisation to ensure long-term profitability along with loyal customer base.
M2 Analyse the internal and external factors that influence management styles and structures in a
selected service industry organisation identifying strengths and weaknesses
There are different types of internal as well as external factors that have influence over
management style and structure within four seasons London. Some of the internal factors include
capital, employees and more (Huang and et. al., 2016). Both of these factors impact the
functioning of Hotel, while it has been considered that four seasons London engage their
employees within decision making process and provide them proper training measures. It acts as
strength of organisation that ensures higher productivity, while external factors involve
customers and technological up- gradation. In this it has been identified that Hotel lacks behind
undertaking constant up gradation in their technology structure which acts as a weakness and
impact upon growth of organisation.
D2 Critically analyse how specific management styles have been influenced and changed by
internal and external factors in a selected service industry organisation
There are different type of factors in internal and external environment of hospitality
industry that significantly affect functioning of four season hotel. In order to overcome these
factors impact upon performance of employees managers of Hotel take use of consultative
leadership style as to increase work efficiency of their employees. In addition with this by
determining views and opinions of subordinates in the decision making process managers of
Hotel can ensure loyalty from their workforce this, further increase sense of belongingness
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among employees. In addition with this management style can be affected by factors and
technological up gradation.
P5 Hard as well as Soft skills
Soft skills are termed as a personal attributes that has been possessed by an individual and it
is different from person to person (Nieves and Segarra-Ciprés, 2015). While hard skills are not
merely related to professional job skills. There are different types of hard as well as soft skill
which is being undertaken in four season London. Some of these are defined below:
Soft Skills
Communication:
Communication is one of the most important skills for four season London manager as it
allows them to effectively interact with employees within organisational premises. With the help
of communication skill managers can easily communicate their ideas with proper clarity to each
and every individual. This helps in removing any kind of confusion and misunderstanding among
employees and facilitates proper growth.
Leadership:
Is most important skill with the help of which Four Seasons London manager effectively
direct employee’s behaviour towards fulfilment of organisational goals in best effective manner.
Leadership style allows managers to act as a role model for their employees and further direct
them towards target according organisation.
Hard skills
In relation with four season London centralisation of power, demotion of firing of
employees, reward and punishment and preparation of rigid structure are some of the hard skills
which are presented in Manager of Hotel. With the help of this managers are allowed to
undertake quick decision in any form of business situation it further insure best effective flow of
organisational activities.
P6 Future management and leadership skills
Future leadership skills:
Four Season London leaders can undertake different type of skills such as time
management, collaborative working, decision making skills and more. With the help of this they
can ensure proper execution of activities within organisation and accomplishment of corporate
goals in proper time manner. With the proper development of the skills leaders within hotel can
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effectively able to provide positive working environment to their employees that further increase
their productivity and organisational productivity.
Future management skills:
Manager of four seasons London can undertake skills related to delegation of job to
subordinate with the help of this they can ensure accomplishment of task in proper time frame
and can ensure division of work within employees according to the expertise and interest. This
further allows fulfilment of organisational goals in well effective manner. In addition with this
manager can also use critical thinking with the help of which they can effectively evaluate pros
and cons that are related with each and every organisational concept (Popli and Rizvi, 2015). It
further allows managers to operate functioning of hotel in best effective manner.
M3 Evaluate current and future management and leadership skills that are crucial for the service
sector
There are different type of current future leadership and Management which is important
for four seasons London in order to effectively operate their function and ensure more
sustainable advancements. Collaborative working, decision making skills and time management
skills are some of the future leadership skills with the help of which leaders within hotel can
effectively able to increase overall productivity of employees in organisation. While on the other
hand delegation of job to subordinates and proper division of work according to the capabilities
of employees are some of the future management skills that allow managers of Hotel to increase
efficiency of employees and performance of organisation. With the help of these leadership and
management skills Hotel ensure smooth and effective working and for the gain more competitive
advancements.
D3 Critically evaluate how, in response to change, management and leadership skills in the
service sector have developed
The change taking place in a business entity requires development in leadership and
management skills as per the nature of alteration introduced within the organisational premises.
In this regard, the development may by positive or negative. This implies that the development
may be in terms of stringent skills such as authoritative leadership skills or in terms of flexible
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skills such as transformational leadership skills. The differences in both the skills can be
analysed on the basis of behaviour of employees that is evident as a result.
P7. Different Service sector companies’ Change management systems and Leadership
It has been determined that each and every organisation has different type of functioning.
Mentioned below there is a comparison in between organisations of different sector in terms of
their leadership and management system. Comparison of Emirates and four season London is
been defined below:
Four Seasons London Emirates
 In order to effectively manage activities
it is essential for hotel to keep on
motivating their employees. In addition
with this company is required to offer
adequate support and direction to their
employees with the help of making
them learn new things.
 Four seasons London undertakes use of
Democratic form of leadership style as
to effectively motivate their workforce
and increase their overall performance
standard.
 Emirate undertakes utilisation of
training as well as monetary incentives
as to effectively manage change within
an organisation. This allows employees
to deal with modification that take
place in organisational premises.
 Organisation is undertaking utilization
of Contingency form of leadership style
as to ensure that workforce within
organisation operate their functioning
as per according to business situations.
M4 Analyse how change management affects management and leadership skills and styles
It has been identified that change occurs time to time and it is a natural phenomena that
occur in internal and external environment of organisation. There are different type of factors
within Change management that affect leadership and management styles thus in this it is
essential for leaders to undertake best effective form of leadership style in order to influence
behaviour of employees. In addition with it is essential for leaders to act as a role model in order
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to drive change in a successful manner (Dhar, 2016). In addition with this, it has been also
defined that Change management also effective management style. For this it is essential for
managers to undertake best effective form of management style in order to determine the change
program and precise proper guidance to employees in order to adopt any kind of change within
organisation and embrace and work along with it.
D4 Critically evaluate how, in response to change, management and leadership skills in the
service sector have developed
Management and leadership skills need to be adapted in accordance with the changes taking
place within an organisation. In this regard, at times, the development of management and
leadership skills in relation to change implementation is positive which is keen on gaining
support and aid of employees. Other times, it is seen that the skills adopted by leader and
manager are stringent and emphasize on application of change in a rigid manner, thereby
affecting the behaviour of employees adversely.
CONCLUSION
As per the above mentioned report it has been concluded that leadership act as a key
essential element that effectively facilitate development and growth of business organisation. In
addition with this there are different types of internal as well as external elements that
significantly impact on functioning of organisation. Further there are different types of
Management and leadership style that can be undertaken by leaders and manager according to
the situation in order to ensure accomplishment of goals in well defined manner. In addition to
this leaders and managers can undertake use of soft as well as hard skills in order to control
operation of work force and increase profitability and productivity of both organisation and
employees.
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