Leadership and Management in Service Industry

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