Leadership and Management in Service Industries

This report explores the different classical management theories and leadership styles in the service industry. It examines the internal and external factors that influence management styles and structures. It also discusses the current and future management skills required in the service sector and compares different service industry organization change management systems and leadership in implementing change.

Leadership and Management in
service industries
INTRODUCTION...........................................................................................................................................3

LO1..............................................................................................................................................................4
P1 Assess different classical management theories in service industry...................................................4
P2 The role of the leader and different leadership styles in a service sector..........................................5
P3 Review the management and leadership styles in a service sector industry......................................6
LO2..............................................................................................................................................................7
P4 Examine internal and external factors that influence management styles and structures in a service
organization sector..................................................................................................................................7
LO3..............................................................................................................................................................8
P5 Current management and leadership hard and soft skills providing evidence in service sector
industry...................................................................................................................................................8
P6 Future management skills required by service sector........................................................................9
LO4............................................................................................................................................................10
P7 Compare and contrast different service industry organization change management systems and
leadership in implementing change.......................................................................................................10
CONCLUSION.............................................................................................................................................11
REFERENCES..............................................................................................................................................12

INTRODUCTION
Leadership and management functions play an important role in every industry. In this
management is determined as to apply leadership skills in the company for the betterment,
whereas leadership brings and holds the management team in the service industry. Combinations
of both show the positivity in the organization. Cary court hotel is the small hospitality sector in
the UK. It is a plantation style which serves foods and beverages with a comfortably furnished
bed and accommodation. This report is based on the management classical theories and
leadership styles. Hence, it also shows the various management styles and structure which helps
the hospitality sector to build and enhance their productivity and proficiency in the market place.
Although it also influences on the current hard and soft skills of management and leadership and
further it explains the future skills of both the functions that they contribute in making the
organization better. Both of these activities thatis perform by management and leadership in the
firm helps in enhancing the performance of an individual workers so that company will earn
more profits by attracting more and more customers and their visit in the outlet to to take the
services after paying the amount (Popli and Rizvi, 2015).
LO1
P1 Assess different classical management theories in service industry
Classical theory of management refers to the traditional form of theory which is used by
the manager of the firm to increase the productivity of employees and proficiency of the
organization. It is very useful to understand the management study and practices that is assist in
enhancing the profits and sales. In context of Cary Court Hotel, manager used to identify and
analyze employees who are engaged in giving the services to the customers by using these
theories. It also helps in adopting and implementing the change in a efficient manner which does
not affect the performance of the staff members as well as profits. It includes management
classical theories that are as follows(Popli and Rizvi, 2016). Scientific management theory- This theory was proposed by F. W. Taylor. It is an
effective model of management that focuses on the redesigning and analyzing jobs by the
talent management so that every employee perform their task very prominently and
effectively so the goal can be achieved on time manner. In context of Cary Court Hotel,
manager can use this type of theory so that talent management team effectively do their
task of scientifically selected the employees as per the skills and knowledge that was
needed in completing the task according to the changes adopted in the firm. In this
manager can assign the task by using appropriate skills as per the need of current change.
They also must focus on the collaboration and cooperation between the management and
workers. In this manager mainly focus on the employee welfare on the same time
efficiency in production. In this they follow the change of minimize the wastage with

high output. This application is useful because the respected company follows a diverse
culture in their firms(Gupta, Kulkarni and Khatri, 2018).
o Standardization- In this method of scientific theory, manager of the Cary Court
Hotel set all the task, material, time, cost and working condition in advance so
that every employees who are engaged in getting the services to the customers
effectively done their jobs with reducing the resource wastage as well as
improving the quality of work like making food, provide room services, good
ambiance and clean environment.
 Administrative management theory- This model is established by Henry Fayol at
French company. It is a theory which is prominently adopted by the manager in
attempting their five functions of management i.e. planning, organizing, coordinating,
staffing and controlling. All this are very useful in running a business effectively and
efficiently. For this they need to consider the Fayol principles in day to day activities.
Manager of Cary Court Hotel use various principle of management that is helpful in
adopting the change in the organization that is as follows.
o Remuneration of personnel- To adopt the change in the organization Cary Court
Hotel compensates their employees and employers for their work done in the
organization. In this talent management department play an efficient role of
dividing the task and hires the employees for the work.
o Order- In this principle of management talent manager plays a important role of
placing the human resource and materials on the right place, at right time. In
context of the concerned service sector manager use this to adopt the change very
easily because in this they place the right worker on the right place at the right
time which means food department need best chef for preparing the food and the
waiters who supply the foods and beverages in a very delightful manner. This is
very important to hire a person who is best communication skills who connected
to the person(Jaiswal and Dhar, 2015).
P2 The role of the leader and different leadership styles in a service sector
Leaders
It refers to a person who influences and leads a group, an individual or an organization as
a whole. It is an art of motivating the employees in the business to achieve the task on time. In
service sector industry a leader plays an important role in maintaining the team so that every
employees work effectively and efficiently(Heikkilä and et. al., 2016).
Role of the leaders
Leaders is very important for the success any running of a business. In context of Cary
Court Hotel, the role of a leader is to coordinate and collaborate the team members of that the
work can be completed on time and it earns more and more profits. There are roles of leaders
that can be explained below(Long, 2017).

.  Communication- The main role of a leader is to is to be clear, articulate and concise in
their tone. In this talent management hire a person who have effective communication
skills so that they speak with the customers and employees in a very polite ways. Transfer
efficient information helps in reducing the wastage and confusion among the team
members. Communication is very important in the hotels without it they cannot earn
more profits and brand image in the market place. It is very important to understand the
guest behavior so that they offer the services as per their demand.
 Flexibility - It is important to become a leader. Currently business environment is very
dynamic and its needs change according to the demand. In this a leader gives a freedom
of thinking, so that every staff members take a comfort ride and its builds loyalty among
them and they also satisfy with their jobs. In context of the Cary Court Hotels, leaders
can be very flexible in their thinking which helps in understanding the customer demand
about the hotel ambiance and foods and then the leader make a plan and strategy to
follows and adopt it to provide best food to their customers. This will helps in earning
more and more profits(Chin, 2015).
Leadership styles
It refers to an activity of providing direction, motivating workers, encouraging good work
and implementing plans that will based on the internal and external actions and behavior of a
person. This are of various types like democratic, transformational, autocratic etc. that are
described below. Autocratic leadership styles- In this type of style leaders give orders to their employees
about what to do, how to do and the workers have no choice to follow this. In this staff
members have no right to give their advice in decision making process. It is very useful
when the company take fast decisions on the important topic. This type of style is
demoralizing the employee and reducing their performance. It also increases employee
turnover and absenteeism in the firm. In service sector it is useful when the decisions are
related to the important topic(Bottomley and et. al., 2016).
 Transformational leadership styles- It is one of the most important and modern form of
leadership styles in which a person is focusing the work culture and communication they
follow in the organization. In service sector industry it is very useful to motivates the
employees, communicate effectively, create vision, set mission and achieve the goal on
time while performing all the activities which is beneficial for the company as well as
employees. In this talent manager also play an important role because they give the best
employees to the company(Renz, 2016).

P3 Review the management and leadership styles in a service sector industry
Cary Court Hotels is one of small hospitality sector in the United Kingdom. Leaders and
manager play an important role in the company to enhancing the profits and productivity of the
workers so that it will attract more and more customers. It follows a diverse culture in their
organization which helps in understanding the vales, beliefs and attitudes of an individual. In this
management and leadership styles plays an important role that are explained below. This project
assists in giving the suggestions and ideas relating to the success of the business, motivation of
employees(Akhter and et. al., 2016). Administrative management theory- This model is very appropriate for the Cary Court
Hotel in this manager of the company can perform various functions of management that
includes planning, organizing, staffing, directing and controlling and to effectively done
this activities manager need to do apply administrative theory. This model is also useful
because in this firm can follow diverse culture that means follow the culture according to
the demand of the success business in which they operates. In this a manager can apply
some principle that helps in motivating and encouraging the employees on doing their
work very effectively.
o Order - In this manager can place a right person on the right job so the task can
done on time and in a very effective manner. This will help in earning more
profits and longer sustainability in the current market place.
o Remuneration of personnel- To effectively do the business every firm needs to be
equally pay to their employees and employers so that they do their work in a very
productive manner. And builds a brand image in front of the market place.
 Leadership styles- It refers to the motivating, collaborating and coordinating the
employees so that goal can be achieved on time. In the respected hospitality sector
leaders use transformational leadership styles because they use diverse culture in their
business enterprise. This type is helpful in communicating the best with their employees
so that every staff members understand in a very effective way and earns the profits very
well. This style also helps the organization to builds the brand image in front of many
peoples and employees and it also reduces the employee turnover and
absenteeism(Vangen, Hayes and Cornforth, 2015).
LO2
P4 Examine internal and external factors that influence management styles
and structures in a service organization sector
There are two types of factors that affect the business of the enterprises it includes
internal and external factors. In context of Cary Court Hotel, manager analyzes and identifies the
strength and weaknesses that affect the overall activities in the company.

 Internal factors- It refers to that factors which is taken place within the organization. It
includes people, structures, conditions and systems. In context of Cary court hotels,
manager can focus on the employees behavior and their attitudes about doing the work on
time, and according to that that adopt and influence change in the mind of the staff
members. So that task can be done on time and they make considerable impact on the
organization goal(Aga, Noorderhaven and Vallejo, 2016).
o Focus on finance- In the concerned company of hospitality sector money is very
important to do and perform any types of activities. It is the source of the earning
success in the market place. They need money to clean the whole environment,
making good and best ambience and for pay the salary to their working
employees. Because without them no work can be done. Finance is needed for
longer survival of the firm.
o Mission and vision objectives - It is the another intrinsic factor that affects the
business in the long way and it also affects the productivity and proficiency of the
business. In context of Cary Court Hotels, leaders can see the vision and
according to that manager of the industry make plans, organize the task so that tey
achieve the task on time.
 External factors- It refers to that factors which is includes to the outside the organization
but affects the companies both internal and outside business activities. In context of Cary
Court Hotels, manager can evaluate their customers, competitors, environment conditions
and resources that they will used in their company to earn more and more profits. In this
they use innovative and advanced technology that can helps in attracting more and more
peoples toward their organization(Top, Akdere and Tarcan, 2015).
o Technological factors- This factor shows the use of innovative and advanced
technology in their business to attract more and more users. for this respected
company use the digital marketing to promote their products and services so that
it will influence many people and covers wide range of people. In this they also
use intranet within the company so that information can be travelled easily in the
company and they use official website so that every employees in different
countries connected to each other.
o Competitors – In this Cary Court Hotels, manager can examine their competitors
and after that they innovate their services and foods that is totally different from
their rival firms. If the business firm cannot differentiate their services from the
competitors than there is a risk of customer switching. To reducing this they
innovate their services as they provide best food and beverages in a reasonable
rate.

LO3
P5 Current management and leadership hard and soft skills providing
evidence in service sector industry
In Cary Court Hotels, there manager and leaders both have hard and soft skills which is
needed to solve the problems realted to the employees and which helps in earning more and more
profits. Ithere are some soft and hard skills that are as follows and explained below.
Basis Management – hard skills Leadership – soft skills
Relation Hard skills is related to the
specific job like a manager
which includes scientific
decisions, budgeting and
coding.
Soft skill refers to the that
behavior which is related to
one person personality, in this
it includes effective
communication, interpersonal
skills.
Experiences Hard skills need management
type of skills and experiences
like planning, organizing,
staffing, controlling and
coordinating the whole
activities that is needed to
accomplishing the task on
time(Pihlainen, Kivinen and
Lammintakanen, 2016).
Soft skills are presented and
finds in the leaders of a
organization where they
collaborate with their team
members to achieve the task
on a specified time. It does not
need any scientific
information.
Marketing and interpersonal
needs
In this hard skills there is very
important to have knowledge
of market, customers and
competitors.
In these soft skills it is builds
in the leadership who
understand their team
members’ problems and solve
it by motivating and
encouraging them.
Network Hard skills of manager helps
in creating the network to their
customers, clients and
competitors which is
beneficial for the earning more
and more profits.
Soft skills of leadership help
in maintaining the network
with their team mates and
superior. This helps in
accomplishing the target on
time related to service sector.
P6 Future management skills required by service sector
It includes different types of skills of management which is beneficial for successful
achieving the target in the Cary Court Hotels. It is play a significant way in enhancing the
proficiency and managing all the functions in the business enterprise. To earn more profits and
longer sustainability manager can organization can hire a research and development manager to
examine the some skill that is need in the manager in the service sector industry. It is a way to
manage the employees which is essential to evolving and innovative world. The future look like

a lot of sci-fi thriller, using high-tech and extremely efficient. In this managers of the business
firm can accurately examine the use of technology to utilize its opportunities and challenges.
Currently and presently managers of a company can spend their most of the time in doing and
organize the administrative task. To stable functioning of an activities in the changing working
environment organization can follow some future skills that are explained below(Armstrong and
Page, 2015).
 Diverse team management - It is one of the best skills that was adopted by the
organization in which manager can collaborate with the team members with contractors,
clients, customers and the consultants. In this they need to build a healthy culture in
working environment of the business. They focus on the team management in a different
locations of a place which is very beneficial for the hotels because they operates their
business in different locations which needs to diverse team and to manage this they need
to effective and experience manager. It helps the firms to earn more and more profits and
helps in effective team building. It also reduces the conflicts among the team mates
which is very significant for the effective working.
 Transparency – In this manager needs to more transparent in their thoughts and ideas
that will easily acceptable to the team members and all the employees. In this diverse
team staff members needs manager can trust openly. In the context of Cary Court Hotels
manager can transparent which means they allow their employees to aware and more
knowledge about the salary and the work practices by using digital technologies.
Because of advanced techniques used in the industry ist is very beneficial that every staff
members know the facts and figures that is useful for their jobs(Mozammel and Haan,
2016).
 Results –only work focus – It is included to the work done in the organization. It can
focus on the productive work out of their employees who are working in the firm. It is
related to the work culture a business follows. In context of Cary Court Hotel, manager
needs to use this strategy to maintain the diverse culture in the working environment. I
for the completion of the work in a productive way they need to hire a talented person
can done the work in a very effective way and in a very small time. They mainly focus
on the communication strategy and the conflict management theory because they both
helps in handling the problems which is present between the employees(Diamond and
Spillane, 2016).
LO4
P7 Compare and contrast different service industry organization change
management systems and leadership in implementing change
Basis Cary Court Hotels Ascot House Hotels

Change management Change management is the
process of managing the
activities to achieve the target
on time which is required in
earning outcomes when the
change is taken place. It place an
important role in the service
industry at the time of adopting
change.
In this manager or leaders
encourage their working
employees to adapts the change
in to working conditions and
motivates about the new
working conditions so they
adopts and friendly with this
very easily.
Leadership In implementing the change
leaders play an important role as
they motivate and encourage
with their team members so
they will be satisfy with the new
culture which is present in the
business(Jeon and et. al., 2015)
In this service sector leaders play
an important roleat the time of
implementaing cghnage at this
time they listen their problems
and give them appropriate
solutions so the task can be done
on time and there is increasing
the performance of staff
members.
Talent management In this firm the talent manager
can make more contribution in
adopting change as they hire the
new candidates that is effective
in communication skills and the
leadership styles)(Liu, Hu and
Cheng, 2015).
In this industry talent manager
can focusing on the change in
the outside environment like
change in the working condition
of employees and according to
that they hire and recruit the
workers.
CONCLUSION
From this project report, it can be articulated that leadership and management plays an
important role in the service sector organization so that every employees work very effectively
and efficiently with the good performance of team mates. In this report it includes the
management theory which helps in managing the whole functions in the service sectors.
Therefore it also involves the role of leaders and leadership styles that is useful in coordinating
and collaborating the team mates so that they adopts the change quickly without any conflicts.
For instance, it shows the soft and hard skills of management and leadership that is useful in the
hospitality sector. Further it explains the future trends that are follows in the current working
environment. At last it shows the comparison of two service sector on the basis of change
management, leadership and talent management so that they notify the working condition and
retention of the employees in the business enterprise.

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