Leadership and Management in Service Industry

This report discusses the importance of leadership and management in the service industry, specifically focusing on the Hilton Hotel & Resorts. It evaluates classical management theories, leadership styles, and the impact of internal and external factors on management structures. The report also highlights the essential skills and capabilities required for effective leadership and management in the service sector.

Leadership and Management for
service industry

Table of Contents
INTRODUCTION ..........................................................................................................................3
LO1..................................................................................................................................................3
Evaluate the various kinds of classical theories of management and apply them in practical
way. .......................................................................................................................................3
Access significance of a leader and their various styles of leadership in service sector. ......5
Examine the leadership and management styles in service sector. .......................................7
LO2..................................................................................................................................................8
Evaluate the inside and outside organisational factors which influence structures and styles of
management in service sector industry. .................................................................................8
LO3..................................................................................................................................................9
Examine the soft and hard management and leadership skills which is very much essential for
the service industry to achieve their goals. ............................................................................9
Evaluate the emerging management and leadership skills and capabilities in service sector and
way to achieve them.............................................................................................................11
LO4................................................................................................................................................12
Build difference in kinds of service industry regarding their change management and
leadership while applying changes. .....................................................................................12
CONCLUSION .............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Leadership and management is very much important for an organisation for effective
governing of organisational works and activities. Leader and managers are majorly responsible
for coordinating the administration by recruit and retain one of most potential staff members.
Talent management involves recruitment, development and management of employees from the
time they identified as an candidate until they leave organisation. In that regards the significance
of leader and manager is to build strategies and implementation through out the organisation as
they aware about intangible benefits of integration of strategically aligned human capital asset
management system. This report is based on the Hilton Hotel & Resorts which is a global brand
name by providing full service hotels and resorts under the flagship of multinational hospitality
company Hilton. This assignment elaborated the various classical management theories and
practices by role of leader and manager in service industry by reviewing style of management
and leadership in same industry. Further it includes internal and external factors which influence
the management styles and structures with current management and leadership skills such as
hard and soft skills. It also elaborate potential leadership and management skills in future and
way to achieve them. At last it explained different service industries in regards their change
management systems and leadership in implementation of change. The major goal of respective
report is to evaluate the significance of leader and manager within the organisation and required
skills and capabilities in order to gain potential outcomes.
Background of the organisation:
Hilton Hotel and resorts is a global brand name as it provides the full service related with
hotel and work under flagship of American multinational hospitality company Hilton. They
target both the business and leisure travellers with major locations such as near airports,
convention centres and vocational destinations and many more.
LO1
Evaluate the various kinds of classical theories of management and apply them in practical way.
Classical management theory based on the belief or view point that workers only possess
the physical and economic needs. It does not take into account the needs regarding job
satisfaction but focus on specialization of labour force, centralisation, leadership and decision

making to optimise growth opportunities (Campbell, Jardine and McGlynn, 2016.). In context
of Hotel Hilton they use classical management theories for talent management as they optimise
their needs and wants to provide job satisfaction to reap important outcomes. Classical
management theory has majorly three school of thought to understand the relevance in talent
management that are as follows:
Scientific management:
Taylor's scientific theory of management focus on increase organisational productivity by
enhancing efficiency of production process and it can be possible by effective talent
management. As personnel is one of precious assets of an organisation which directly
contributed towards enhancing organisational productivity in incremental manner. The most
hazardous problem faced by Hotel Hilton that skilled labour is short in supply which hinders the
objective of organisation to deliver one of best outputs. In order to overcome from respective
issue of decreasing productivity of Hotel Hilton they designed tasks or work in structured way in
which every worker remain well controlled and stipulated.
Bureaucratic management:
Bureaucratic management theory of classical management which describes about form of
organisation in his view which superior to others (Chen, Zhu and Zhou, 2015.). It consider
ideal organisation whose divisions of labour expressed clearly and objectives are rational in
manner. In context of Hotel Hilton to enhance productivity of employees they clearly depict
roles and responsibilities to their employees for obtaining mission and vision. Respective theory
also believed in performance evaluation that helps to recruit one of most competent staff
members in positive manner.
Administrative management:
The administrative management theory emphasise on the need to find out guidelines to
coordinate or manage complex organisational structure such as factories. The major efforts
towards is to identify skills and principles for effective management (FHKPS and SBS, 2018).
In context of Hotel Hilton it helps to evaluate the skills which is very much potential to reap out
important outcomes by selecting competent staff members. Fayol believed that sound
management lies into certain patterns after analysis of theories and practices.
The ideas and beliefs which are presented with the help of classical management theories
still required some major modifications that are relevant in today's scenario. Manager faces kinds

of internal challenges or issues such as decreasing productivity of workers for that Hotel Hilton
focus on classical management theories and practices that are also relevant in present world. So
implementation of classical management theories is very much important to enhance
productivity by selecting and retaining one of most competitive staff members.
Access significance of a leader and their various styles of leadership in service sector.
Leaders and managers are very much crucial for an organisation as they coordinate or
manage each and every activity within the organisation by building strategies and tactics for
achieving organisational goals and objectives.
. In context of Talent management which is the burning issue in today's world to select and retain
one of most competitive staff member. In order to leader of Hotel Hilton provide crucial
knowledge regarding potential skills and capabilities required in an individual. Here are the some
significant role of a leader that are as follows:
Role of Leader:
Leader is one who inspires others to achieve goals and objectives. They play very much
important role in improving performance of employees and productivity. Here are the role of a
leader to enhance motivation level of employees in positive manner that are as follows:
Setting a clear vision:
The main duty of a leader is to set vision and mission to influence employer to evaluate
and accept the future conditions in an organisation (Gibson and Parkman, 2018). A good leader
possess influencing power by delivering crucial knowledge regarding importance of an
individual in delivering right kind of value. In context of Hotel Hilton which is a multinational
brand name into the marketplace to achieve their goals and objectives leader motivate and
influence them to give one of their best efforts.
Work as an change agent:
Changes are very much important for an organisation, in that regards it is very much
crucial for a leader to communicate at every stage of employees regarding the change and its
importance for organisation. In context of Hotel Hilton they to recruit one of potential candidates
aimed to bring changes in their recruitment and selection method in that regards the duty of a
leader is to transmit importance of change in selection method and build strategies to overcome
from rigidity of change. So leaders are very much potential for an organisation to deliver right

kind of value to employees in order to enhance productivity by eliminating any kind of
hindrances.
To implement various strategies and tactics a leader required style of statement which
known as leadership style which is very much important to build organisational culture. Here are
the list of various leadership styles and their relevance for an organisation that are as follows:
Autocratic leadership style:
Autocratic leadership style also famed as authoritarian style, in which leaders focus on
totally on results and efficiency level (Guest, 2017). They take decisions alone or with a trusted
small group of people and expect from others to follow their orders. Respective kind of
leadership style helpful for military commanders and organisation with strict guidelines. It
proved beneficial when employees required strong kind of supervision as they not possess
experience. In context of Hotel Hilton they invite all the personnel in order to give their opinions
and views which helps to bring innovation in their works and activities in positive manner.
Democratic leadership style:
In respective style of leadership, leaders involved in decision-making process as it rely
majorly on the contribution of subordinates. In final responsibility possessed by the leader but
he delegates accountability to other people who determine the work projects. The most important
and unique feature of leadership that in it message passes in both upward and downward
direction (Lowe and Brown, 2015). In context of Hotel Hilton they use respective leadership
style in which every individual can share the views and opinions in order to bring innovation in
products and services.
Transformational leadership style:
Transformational leadership style is all about initiating changes in organisation, groups
and others. Respective kind of leaders motivate others to persuade works and activities in
different manner (Manz And et.al ., 2015.). They set some challenging tasks and expectations to
gain higher results and potentials to gain optimum outcomes.
In context of Hotel Hilton they utilise democratic leadership style to create sense of
belongingness in employees by giving opportunities to share views and opinions to gain
optimum outcomes.

Examine the leadership and management styles in service sector.
For an organisation leadership and management styles plays a very major duty in order to
build organisational culture that helps for obtaining mission and vision in proper manner.
Different kinds of leadership style impact differently on the organisational works and activities.
The major role of a leader is to opt one of the most effective kind of leadership style after match
with organisational goals as it depends on the situation on which success depends. After
understanding the leadership styles and their relevance by using it an individual can become a
flexible and better leader. In context of Hotel Hilton they use one of the best leadership style
which is democratic leadership which also known as participative leadership. The democratic
leader is one who make final decision but also invites members of organisation to bestow in
decision making process. Respective leadership style not only proved beneficial for job
satisfaction by inviting employer or team members regarding involve them in sharing their
opinions and views also it contributes towards develop people's skills. In context of Hotel Hilton
they use respective leadership style by it employees feel motivated in order to give one of their
best efforts (Nallusamy, 2016.). Democratic leadership style directly influence to the talent
management as it helps to organisation in selecting and retaining one of most competitive staff
members. Leaders allows recruiters to present case studies and events to judge the decision
making power of candidates in order to select one of best individuals that helps to gain
competitive advantages.
To implement democratic leadership style organisation have to bring theory into practice,
here are the all activities to implement respective leadership style into organisation. Firstly in
Hotel Hilton leader rely on the open kind of honest transmission, in it leader take fair criticism
without creating any kind of issue. The key idea and suggestions behind is to welcome ideas and
concepts with open mind by ensuring that everyone able to share their views and opinions. The
another major attribute is to check or keep the process flowing in the right direction even after
power and decision making shared in within people. The determination to commit decisions in
another part and sticks to it (Pradhan, Panda and Jena, 2017). Leader have to constantly review
authenticity of decision so that every one can get to work. At last leader have to clearly explain
decisions openly and to whole group under democratic manner or system. In it leader ensure
their duty by understand the reasoning in respect of decisions.

LO2
Evaluate the inside and outside organisational factors which influence structures and styles of
management in service sector industry.
Internal and external factors affects organisational works and activities whether it is
business or non business. Each and every event affect organisational ability to compete and
respond in successful manner to take actions positively against changes. In context of Hotel
Hilton internal and external factors directly affects on management styles and structures that are
as follows:
Internal factors:
In internal factors consist of the purpose behind establishment of an organisation and
attributes offered to the consumers and many more. A successful organisation have a clear sense
and have proper knowledge intends to fulfil their purpose.
Communication:
Successful organisation thrive for the strong communication system, in which leaders and
managers can successfully communicate and share potential knowledge and information to
improve results. Communication is a two way mode at up and down hierarchical level from the
top to bottom (Shek and Lin, 2015.). When changes occurs in communication system it directly
influence the management style and structures as flat organisations promotes more open
communication but also the reason of chaos. That work in a small to mid size organisation but in
case of bigger organisation needs a gatekeeper to filter the knowledge and information to manage
communication in proper manner. So in context of Hotel Hilton they appoint a gatekeeper to
deliver right king of information to right people.
Leadership:
Great leaders are very much crucial for an administration as they direct and inspire
people to give one of their best efforts in achieving organisational goals and objectives. In
context of Hotel Hilton which opt a mentoring approach in respect leaders have to contact with
their employees on regular basis. In regards of other organisation if they opt laissez faire
approach in which leader have to change their management style in which they have to allow
groups to make decisions and implement changes.
External factors:

There are some kinds of external factors which directly affects organisational works and
activities in both positive and negative manner (Talib and Rahman, 2015). Here are the some
important element which straight affects the management styles and structures.
In external factors of an organisation consist of may be political, economic, social and
technological factors. There are various factors that bring changes such as
Impact of technology on style and structures:
A small business can learn from the giant organisation way to respond to technological
innovation and study shows that various kinds of firm must bring changes in their structures to
change in technology. In context of hotel Hilton while new tools and technology come into
market they bring new kinds of managerial, diplomatic and social skills to remain competent in
organisational structures.
Consumers taste and preferences:
consumer taste and preferences are very much important external factor which directly
affect organisational management styles and structures. In context of Hotel Hilton while changes
occurs in consumer tastes then they have to bring new kinds of strategies and tactics by modify
their structure in order to satisfy emerging needs of consumers.
LO3
Examine the soft and hard management and leadership skills which is very much essential for the
service industry to achieve their goals.
Importance of soft and hard skills have direct correlation with the success of an
individual's professional development. Respective set of skills are very much potential for an
individual for gaining sustainability by gaining large market share . Here are the list of skills that
are essential in present management and leadership scenario:
Hard skills: Hard skills are specific skills, capabilities that are possessed by an individual and
demonstrated in a measured way (Thorpe, 2016.). Possessing hard skills signifies the mastery
and expertises to perform a specific tasks and duties in proper manner.
In today's competitive scenario the most in demand hard skills are:
Data Mining: Data mining is the process of sorting with the help of large data sets to evaluate
patterns and build a relationship to solve out concerns by data analysis. Data mining tools and
techniques helps to enterprise to predict future trends in positive manner to build products and

services to remain always competitive in business environment. In context of Hotel Hilton they
accomplish necessary knowledge and information from the large data and statistics that
ultimately proved beneficial in decision making process.
Distributed computing: Distributed computing is an crucial hard skills in which various
element of a software system are divided and distributed in among multiple computer system to
amend the skilfulness level and performance (Wirtz and Jerger, 2016. ). In large organisations
such as Hotel Hilton they use specific hard skills components to shared among computers in a
limited geographical sphere.
Soft skills:
Soft skills are personal attribute which supports or assist situational awareness to enhance
ability of an individual to get a job done in proper manner. Business executives in Hotel Hilton
made their priority while hiring and selecting the workers to succeed in competitive business
environment in positive manner. Here are the list of soft skills which are very much potential in
today's scenario:
Ability to make good decisions:
Respective soft skill is very much important for an organisation to make frequent
decisions in regards of organisation as well as individual context (Ross, 2017). In Hotel Hilton
they opt leadership style in which a leader involves each and every individual in the decision
making process so that they can give one of their innovative ideas that are best in nature.
Respective skill come under soft skill as it is very much crucial to remain always competitive in
business environment.
Leadership:
Leadership is one of the most important kind of soft skill that are very much potential for
an individual for gaining sustainability. In context of Hotel Hilton as they provide group tasks
and duties to their employees to develop leadership quality in them. They prefer people who lead
and inspire others in achieving organisational goals and objectives in positive manner (Shirley,
2016. ). To develop leadership skills and capabilities in an individual, organisation provides
some critical task in which they verify ability to lead and influence the views and opinions of
others to gain sustainability.
So all above discussed soft and hard skills are very much potential for an individual in order to
sustain and gain competitive advantage in positive manner.

Evaluate the emerging management and leadership skills and capabilities in service sector and
way to achieve them.
In future some management and leadership skills required by service industry in order to
gaining sustainability in business environment. In context of Hotel Hilton they plan and
communicate in within management to select and retain skills and capabilities which are very
much potential in future that are as follows:
Tech management skills:
In today's business environment not a single industry left immune to the technological up
gradation. In order to some sudden disruption in artificial intelligence and machine learning at
the work place, which enhances utilisation of technology at world wide level. In that regards
manager and leaders required to utilized and evaluate technology in proper manner after examine
its challenges and opportunities in data management, skill development and privacy of data and
statistics. In context of Hotel Hilton they focus on continuous education of employees as per the
new operating system to keep up with emerging issues or concerns arise in service industry.
Assessment of soft skills:
In today's business environment all employees needs technical skills, soft skills which is
the prime traits and characteristics of manager to create potentiality. In future managers needs to
access soft skills in new hires such as listening, effective communication, accepting feedbacks,
time management and many more (Chang And et.al ., 2019). In order to manager needs to
combine and evaluate critical thinking and creative minded problem solving skills to gain
potential outcomes in positive manner. Emerging technological tools and techniques helps to
organisation pace with workplace escalates. In order to managers needs to understand learning
process as world become totally digitalized. By using the automated tools and techniques
managers can be able to build long term relationship with their professionals and to build one of
trusted consultants. In context of Hotel Hilton they provide training sessions to their employees
after evaluating gaps in performing well for achieving organisational goals and objectives.
Results only work focus:
The another major future leadership and management skills required for an organisation
is to focus on the way to gain the most productive results from the workforce. Results should be
gain after results only work practices that are needed to managers in enforce of work culture
(Hsieh, 2016.). ROWE focus on the principle of the accountability and freedom to commence

work in proper manner. In context of Hotel Hilton they focused on the talent management and
forced towards enhancement of productivity of employees by concentrating on results and
outputs. In that regards manager have to gather crucial information to complete the tasks in
proper manner so that they satisfy from their career and organisation also gain desirable
objectives.
So all are very much important for an organisation to plan the future in better manner by list out
all the crucial skills and capabilities required by an individual to remain always competitive in
marketplace.
LO4
Build difference in kinds of service industry regarding their change management and leadership
while applying changes.
Change management is chain of activities related to management of all kinds of changes
in the production operation environment till completion of activities. For successful
implementation of change through out organisation leader have to assure about modification of
all recorded and authorized at appropriate level (Ruohonen, 2017). The major role and
importance of change process is to conduct formal and standardized methodology to handle all
kinds of changes occurs in organisation. The major role of leadership during the change
management process is to share importance and relevance of change in life of an individual as
well as organisation. Here are the different service industries which respond differently during
change management process and their leadership style that are as follows:
Basis Hotel Hilton TUI group
Change management process In context of Hotel Hilton
which are very much concern
for change occurs inside and
outside the organisation. By
using the Lewin's change
model in which organisation
use three step of model for
freezing, unfreezing and
refreezing.
Change is very much
significant part for every
organisation, in context of TUI
group they to remain always
competitive in business
environment use collaboration
spectrum that helps to evaluate
the role of people in change
and way changes affect on

their life. Respective attribute
helps to organisation in giving
proper knowledge and
information so that an
individual can give one of their
best efforts in organisational
development.
Leadership Style While bring changes in the
organisation leadership styles
plays very major role, in
respect to Hotel Hilton they
use democratic leadership style
in which all subordinates can
share their views and opinions
in decision-making of an
organisation. So while
implementing changes a leader
can share their views and
opinions in positive manner. In
that regards while members of
the organisation share their
views and opinions
management can be able to
evaluate their skills and
capabilities and accordingly
they provide various kinds of
benefits. So it can be said that
respective kind of leadership
style helps to enhance skill
within the business
In context of TUI group which
is the major player in travel
and tourism industry they use
situational leadership style that
are very much flexible in
nature, in respective style of
leadership the style of leading
people changes as per situation
or circumstances so that it can
give desirable outcomes in
positive manner. In that
regards situational leadership
style helps to suggest solutions
as per the situation that helps
to grab information about
talented workforce promptly
which helps in career growth
positively.

environment.
CONCLUSION
Respective assignment summarised that leadership and management is one of most
important aspect for the administration to influence the opinions of manpower in positive
manner. There are various kinds of theories and concepts which helps to organisation to
eliminate kinds of issues or concerns for obtaining mission and vision. To apply various
strategies and tactics which is the core responsibility of leader in order to utilise styles of
leadership which build organisational culture. While conducting operational activities both
internal and external factors influence on business. To gain sustainability in organisation needs
present and future leadership and management as per the competition. Change management
systems is very much potential for organisation that are differ from industry to industry to
achieve optimum outcomes.

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