Leadership and Management in Service Industries

Leadership and
management for
service industries

Contents
Contents...........................................................................................................................................2
INTRODUCTION...........................................................................................................................1
BRIEFING PAPER.........................................................................................................................1
Introduction to talent management and its importance in service sector organisations such as
Hays Travel..................................................................................................................................1
Assessment of different classical management theories and the way in which they help or
hinder the effective management of talent in Hays Travel..........................................................2
An explanation of the role of leader and different leadership styles in the tour operator
industry........................................................................................................................................3
Review of the management and leadership styles within Hays Travel.......................................4
Investigation of the internal and external factors that influences the current management and
leadership styles and structure in Hays Travel............................................................................4
MANAGEMENT REPORT............................................................................................................6
Identification of the most common management roles in Hays Travel.......................................6
Assessment and discussion of the current and future hard and soft skills that are needed for
effective talent management of staff and the way in which these could be achieved in each of
the management role....................................................................................................................7
Comparison and contrasting of Hays Travel and TUI change management systems and
leadership in implementing change in relation to effective change management.....................10
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Leadership and management are two different concepts that are required to be focused by
all the organisations so that the future goals could be achieved. Leadership is the ability of a
leader who is leading a team of individuals. With the help of it all the subordinates get proper
support and guidance of their superiors to perform all the jobs that are allocated to them.
Management is the process of managing all the staff members and the activities that are
performed by them so that organisational success could be assured (Brutinel, 2019). If an entity
is not able to pay attention towards all of them then it will be very difficult for it to sustain within
the market. Main aim of this report is to understand importance of leadership and management in
service industry. This assignment is based upon Hays Travel which is one of the largest travel
companies in United Kingdom and acquired Thomas Cook in year 2019. This project covers
various topics such as review of classical management theories and exploration of the factors that
influence different management styles and structure in service industry. Additionally, assessment
of current and future management and leadership skills for service sector along with
demonstration of management and leadership skills in service sector are also covered in this
assignment.
BRIEFING PAPER
Introduction to talent management and its importance in service sector organisations such as
Hays Travel
Talent management can be defined as the process of hiring and retaining skilled staff
members so that they can contribute in the attainment of long-term business goals. In order to
perform all the operational activities, it is very important to pay attention towards. In service
sector organisations such as Hays Travel it is one of the key elements which should be focused
by the managers. Importance of it could be understood with the help of following discussion:
Importance of talent management:
 Talent management is very important for Hays Travel because with the help of it the
organisation can hire skilled staff members who can contribute in the attainment of
business goals (Harris, 2018).
 Talent management is significant for Hays Travel as it can guide the managers to retain
the experienced employees who are the un-depreciable asset for the entity.
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Assessment of different classical management theories and the way in which they help or hinder
the effective management of talent in Hays Travel
Classical management theories were based upon the earlier nature and behaviour of
leaders and employees. While planning to manage the talent all of them were focused by the
large as well as small business entities. With the help of them, Hays Travel may also get
benefitted in talent management. Some of the theories are described below in context of the
enterprise:
Weber’s management theory: Max Weber was a German scientist and developed this
theory which was based upon bureaucratic nature of leaders. The key factors which were focused
while developing this theory were impersonality while applying the rules, specialization of
labour, well defined hierarchy in entity etc. If this theory will be used by Hays Travel then it can
help the entity to management talent systematically. By using it, the managers will be able to
allocate jobs to the staff and change them whenever they want. It will help to perform all the jobs
properly but it may also create some issues because nowadays democratic leadership is followed
everywhere if staff will be forced to work according to leaders then it may result in issues. These
could be staff turnover, lower engagement rate of employees etc. In order to ignore these
problems, it is essential for leaders of Hays Travel to make sure that they apply it properly
(Khan, 2017).
Taylor’s management theory: Fedrick Taylor made changes in old management
concept and developed scientific management theory in 1909. According to it, all the
organisations should replace their old style of leadership with a new one. The four key principles
that were formed by Taylor while developing this theory are as follows:
 Replacing the old rule of thumb with working.
 Assigning jobs to staff members according to their capabilities and qualities.
 Monitoring work performance of staff members and providing proper supervision.
 Allocating work to employees as well as managers so that they can work collaboratively.
All the above described principles could be focused by Hays Travel to manage talent
within the organisation effectively. By applying the theory of Taylor, the entity will be able to
perform all the activities related to talent management properly. It will also support the leaders to
accomplish all the business goals successfully (Lei, Basit and Hassan, 2018).
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