Leadership and Management for Service Industries

This document discusses the role of leadership and management in service industries, with a focus on Marriott Hotel. It explores management theories and their application in the hospitality industry, the role of leaders and different leadership styles. The document also examines internal and external factors that influence management styles and structures in Marriott Hotel. Additionally, it assesses current management and leadership skills and discusses the future skills required in the industry. Find coursework and assignments on leadership and management at Desklib.

Department of Travel & Tourism Management
BTEC HND in International Travel and Tourism
Management
Coursework
Unit 3 Leadership and Management for Service
Industries

Leadership and Management for
Service Industries

Table of Contents
INTRODUCTION...........................................................................................................................1
..........................................................................................................................................................1
Management theories and application within hospitality industry.............................................1
Role of leader and leadership styles............................................................................................2
Management and leadership styles.............................................................................................3
..........................................................................................................................................................5
Internal and external factors that influence management styles and structures in Marriott
Hotel............................................................................................................................................5
..........................................................................................................................................................7
Assessing current management as well as leadership ‘hard’ skills and soft’ skills...................7
Evaluating future management as well as leadership skills required by the sector and how it
can be achieved...........................................................................................................................8
..........................................................................................................................................................9
Different service industry organisations’ change management systems and leadership in
implementing change..................................................................................................................9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Leadership and management for service industries can be understood to be widely
growing as one of the most crucial parameter of vision oriented growth synergy, larger new
innovative working diversity and also to keep up with efficacy on best advanced domains.
Hospitality industry is one of the most widely growing competitive industry where Marriot hotel
is one of the highly grown brand whose goodwill among consumers have been widely advanced.
The report will be discussing management theories, role of leaders by analysis on various
leadership theories and how Marriot hotel aims for functional strength enhancement on varied
domains. Study will be also focusing on internal and external management factors which
influence leadership styles widely, recent hard and soft skills required among leaders for
functional strength and diversity aspects. The report will be also analysing future key skills and
parameters that shape hospitality industry paradigms, and varied aspects of larger change
management systems which enable to deliver quick growth among quest horizons and
operational innovation.
Management theories and application within hospitality industry
Marriot hotel within wide competitive hospitality industry aims to be widely competent
with various management theories application, and also to keep efficacy stronger within varied
paradigms to evolve on larger goals and diversified services. Systems theory: The system theory is based on fact that systems are composed to refute
reductionism and revive unity of science within functional parameters, where it focused
on elements that are affected by environment as whole and evolve with self regulation.
Marriot company widely focuses on system theory by keeping wide strength leverage on
varied new technical goals, also to promote systematic growth on varied domains which
also widely evolves revenue targets to be effectively attained. Marriot hotel by
implications of system theory shall be able to gain stringent innovation and up scaled

functional synergy among quest arenas, through which higher informative productive
goals can be attained (Chawla, Kowalska-Pyzalska and Silveira, 2019).
Human relations theory: The human relation theory widely focuses on stating focus on
fact that employees are motivated by social factors and new functional domains of high
active growth, where there are stronger working practices worked on for higher stable
dynamic growth. Marriot hotel widely evolves focus towards keeping its employee
strength highly diverse and for stronger working operational metrics, to be widely
gaining new competitive diversity. The human’s relations theory also practically keeps
wider domains specialisation within services where consumer’s satisfaction can be
widely attained, and also higher active growth scenarios to be dynamically growing.
 Contingency management: This theory widely focuses on fact that there exist set of
traits that are effective in varied fundamental decisions within various situations and also
within leadership traits, where flexible and adapting vision is inbuilt. The theory also
practically keeps up innovation active among business scenarios, larger keen working
domains within varied goals of revenue growth and to be advanced among competitive
arenas (Dasgupta and Grover,2019). It also states that practically there is no one theory
applicable within varied conditions within business, where Marriot widely aims to be
competent and widely advanced for gaining stronger vision oriented growth and also
keeping up with efficacy of targets competition. Contingency management also focuses
on building new strength, vision oriented growth operational efficiency within working
parameters and also generating higher revenue profitability aims within new goals,
consumers goodwill. Leaders, managers have high crucial role for leading change within
functional parameters and also for building informative change within employees
strengths, to be informative within longer time period.
CLASSIC MANAGEMENT THEORIES
MAX Weber bureaucracy theory constitutes focus on most efficient and rational way where
human activities in company can be organised widely within organised format to harness
innovation and also to focus on wider parameters impact fully. The Marriot hotel will be able

to enhance working vision and keen growth efficacy within longer run by motivating all
employees, bringing on competent horizons for larger new determinants.
Henry fayol administrative theory attempts to find out rational way for designing company
production and management parameters on whole, with formalised administrative structure
and informative delegation of power and authority among varied domains. Marriot will be
able to actively expand on new scale productive efficacy within revenue targets and goodwill
aspects.
Role of leader and leadership styles
The role of leader at Marriot hotel is widely crucial within hospitality industry
parameters where various functional goals and diversified scenarios are highly correlated on new
domains of efficacy learning wider ethical functional paradigms. Leaders within hotel are widely
focused on training employees with varied new skills, technical innovation diversity and also
keeps wider goal formulated among larger scenarios to be motivating. The role of leader is also
based on keeping larger arenas of employees working performance, keeping them widely active
and dynamically evolving on new skill paradigms which actively boosts morale. The role of
leaders at Marriot is also based on high skill formulation scenarios of new potentialities within
competitive industry parameters for serving consumers with best enhanced skills. Leaders have
also wide productive focus on pertaining active high strength focus on new quest arenas, also for
relating high active keen growth within larger goals innovation to be also diversified within new
skilled horizons. Marriot aims to be one of the vastly growing innovative hospitality brand,
where leaders are skilled to bring on new quest horizons and also bring on technical growth
among varied horizons to enhance profitability goals, also for gaining wider motivation
(Williams, 2019).
The company has been adopting transformational leadership styles and situational
leadership among its working scenarios , where both enables quick adaptive dynamic growth of
larger vision oriented growth and also technical evolving metrics to keep profitability high on
varied functional strength. By adopting best informative leadership styles among levels within
company there is higher strength functional goal diversification among employees working
strength, brainstorming of various ideas and also wider domain specialisation growth to evolve

on new metrics of active innovation. It has been also analysed that Marriot hotel by being
actively yielding focus on new scale leadership shall be able to gain more profits and goodwill
among consumers globally. It can be also analysed that with smart leaders working styles
employees are able to be worked on within new arenas, also upscale growth and diversity
functional scenarios and be informative to adopt to various new changes on higher informative
goal innovation.
Management and leadership styles
The leadership styles play high crucial role within Marriot hotel for gaining larger goal
formulation, new informative change diversity among services and also train employees with
high scale active growth within varied horizons.
 The situational leadership enables business paradigms to widely evolve on higher
efficacy aspects where Marriot hotel, aims to be informative and dynamically active with
stronger working vision of informative functional changes. Leaders actively focus on
building new changes varying according to situational measures, leveraging high
diversity technical focus and operational strength towards varied domains and also
operatively enhance motivation scenarios within employees (Li and Singal, 2019).
Situational leadership widely avails focus on keeping active synergy high, where there is
keen target growth among contingency skills within leaders and employees services
which boosts employee’s morale goals and also widely promote active diversity goals
widely. This positive factor of situational leadership enables Marriot to be competent and
competitive within hospitality industry, diversified and also build revenue targets of
varied functional scale active growth. Drawback of this theory is based on fact that
strategic planning, higher investments to train employees with new scale active services
growth is build on which boosts risk factor for larger working goals.
 Transformational leadership is one of the most prominent and dynamically growing
leadership theory where there is wide competent focus on motivational aspects among
employees to strengthen company working vision, morale and also be productively
informative. Transformational leadership enables business to widely grow with new scale
active functional strengths where new scale quest horizons are there, also employees are

able to functionally enhance their skills with competitive innovation and overall diversity
is enriched. Marriot hotel by using transformational leadership aims to be actively
heading towards up scaled working domains skills, efficiency targets and also be
informative on varied goals to productively leverage goal competencies. Drawback of
this theory is based on fact that leaders are unable to build new ethical functional focus
on keeping dynamic strengths among employees, as industry competitive aspects are
widely contingent (Martínez-Pérez, Elche and García-Villaverde, 2019).
The analysis enables us to gain focus on fact that there are varied paradigms of
advantages and disadvantages where leaders shall actively focus on for building
informative strength, goodwill and diverse revenue scale profits within business. Marriot
hotel shall widely keep aim to be up scaled diversified and also pertain larger active
growth of leaders, employees working relationships to be working on new competitive
consumers services.
Internal and external factors that influence management styles and structures in Marriott Hotel
There are several internal as well as external factors that affect and influence
management style and structures in Marriott Hotels. Internal factors influencing management
style and structure are-
Business Demands- This is one of the first and important internal factor that affect and influence
management style and structure in Hotel Marriott. Business demand is concerned with what type
of management style and structure of organisation is suitable for the organisation on the basis of
its business requirements (Kostunets, 2016). There are certain type of management style and
structure that are effective and suitable for hospitality industry.
Organisational relationships and culture- This is another element that affect and influence
management style. Culture of organisation plays a key role in this, for example culture emphasis
on participation of employees’ in that case autocratic style of management cannot be applied.

Similarly in a formal relationship approach within organisation, functional and line structures are
highly suitable n Hotel Marriott.
Innovation- This is another important element influencing management style as well as
structure. Marriott Hotel has significant emphasis on innovation and in such situation autocratic
management style and centralised management is not suitable. This requires participative and
laissez-faire management styles are highly suitable for innovation oriented organisations like
Marriott hotel.
Workforce- This is another important element influencing management style and organisational
structure. Organisations having diversified workforce has to adopt management style and
structure so that every type of employees can participate in organisational activities and can
make their best contribution for organisational goal and objectives achievements. Marriott also
gets affected by this because it also employs diversified workforce in organisation.

Sustainable management- This is another factor influencing management style and this is
concerned with sustainability and long term success of organisation. Sustainability has become
very important factor for consideration.
Strengths of this factor are-
 It helps in long term success of the organisation and its management
 It can ensure competitive advantage of organisation in long term
Weaknesses of this factor are-
 Long term consideration can affect present practices negatively
 It is not always possible to predict future changes specially in present dynamic
environment of business
External factors influencing management style and structure are-
Managing stakeholders and customers- This is one of the most important external factor that
influence management style and structure (Damanpour, Sanchez‐Henriquez and Chiu, 2018).
Stakeholders are those individuals and parties that directly and indirectly influence organisation
and gets influenced by organisation. Marriott also have to consider these factors concerned with
decisions regarding management style and structure.
Globalisation- This is another important external factor that affect and influence management
style and structures. Marriott is a multinational company hence considering this factor is very
important for effective decisions regarding management style and structure. Concerned with
structure subsidiary, divisional and matrix structure are very common in multinational
organisation. Concerned with management style collaborative, consultative and participative
management styles along with visionary management styles are suitable in multinational
organisation. This is because such organisation employs diversified workforce and these style
also allows benefits of knowledge and talent of employees to organisation.
Digital and innovation disruptions- External environment also involve digital and innovation
based disruptions that affect operations and functioning of service industries significantly.
Several disruptions have taken place in hospitality industry where Marriott Hotel operates and
10

this is why considering this have become important for organisation. It is important this
innovation and disruptions are considered by Marriott because due to its scale of operations, it is
not possible for Marriott to bring disruption however; it can accept and align with them. Hence a
suitable structure and style and management are very important for that.
Assessing current management as well as leadership ‘hard’ skills and soft’ skills
Soft skills are referred to as the key characters and traits and also effective interpersonal
skills which mainly focuses on characterizing the relationship of the person with that of the
person. Soft skills in turn are considered to be as a compliment to the hard skills (Putra and et.al.,
2020). Such skills are referred to as the knowledge of the person and its effective occupational
skills. Soft skill in turn tends to mainly comprise of the personality traits and the key attributes
which is useful for the employees to effectively interact within the workplace and leads to
greater success for the company. Communication, positive attitude, delegation, inspirational
motivation and innovative problem-solving, trustworthiness, creative thinking, negotiating
contract, giving and receiving feedback, mentoring co-workers, cultural sensitivity, taking
responsibility for success as well as failure, leading team, global outlook and agility are
considered to be as the key soft skills which in turn are of utmost importance for the
management of the Marriott Hotel because it eventually leads to high degree of improved
business performance as well as efficiency.
Hard skills are referred to as a measurable and teachable abilities like reading, writing,
maths abilities in order to use computer programs (Sebastian and et.al., 2019). The key hard
skills associated with the management and leadership within Marriot hotel are technical skills,
Microsoft Office skills, computer skills, analytical skills, presentation skills, marketing skills,
project management skills and management skills. This is considered to be the key prominent
technical skills which help in improving the business performance and efficiency in order to
reach greater heights. Hard skills are considered to be the learned abilities which have been
enacted acquired through repetition, practice and education. However, hard skills are considered
to be of utmost importance for the management and leadership within Marriot hotel because it is
11

useful in increasing the productivity of the employees and leads to greater efficiency and
improved employee satisfaction.
Hard skills are referred to as useful in carrying out complex tasks and leads to proficiency.
On the other hand, soft skills are considered to be difficult to teach and is associated with the
behavioural and personality of the management and leadership individual person (Hendarman
and Cantner, 2018). Hard skills competencies can be affectively produced with the help of
certificate, apprenticeship, and degree as well as work experience. Hard skills help the manager
leader within the organisation to affectively tackle the duties and responsibilities which are
specific to the job. Hard skills can be effectively learnt with the help of occasional training, job
and courses. Hard skills are mainly focused on specific process and task which are useful for
improving the business performance and can be done using specific equipment, tools and
software. However, hard skills and soft skills are of crucial importance within the hospitality
sector.
Evaluating future management as well as leadership skills required by the sector and how it can
be achieved
 Adaptability to the change is considered to be one of the key significant management and
leadership skill which is considered to be prominent within the hospitality industry. An
individual who can effectively adjust to the change and can poise within pressure is
considered to be of utmost importance (Ellis, 2015). Tackling situation in a significant
manner is considered to be prominent to tackle any situation with utmost degree of
flexibility.
 Being team oriented is also one of the key prominent trait among the management and
leadership which is useful in developing the business performance and leads to greater set
of accuracy. A team leader is considered to be as one of the positive force of all time and
helps each individual to work in an effective manner and collaborative manner to be
understanding the job specification and description. Being a team player is considered to
be one of the valuable asset and resources for the Marriot Company.
 Effective set of communication skills for the management and leadership within the
Marriot Company with positive verbal as well as non-verbal communication helps in
motivating and achieving greater set of business efficiency and effectively finding one of
the best solution to the problem.
12

 Delegating tasks according to the specific skill set of the individual person as one of the
key prominent way to improve the performance and business efficiency. Effectively
delegating task for the managers and leaders helps them to focus on more key prominent
roles which leads to greater business productivity.
Dealing with the conflict is considered to be of utmost importance which can be done by
understanding the difference and providing with the best possible solution to the problem with in
a timely manner. The Managers and leaders of the Marriot hotel must focus on developing
listening and empathy skills in order to deal with conflicts within the employees.
Use of task orientation approach for the manager leader of the Marriot hotel helps in focus on
being client Centred and must also focus on occupation to evaluate and treat the situation with
greater level of accuracy. It is one of the significant approach to complete the task with high
degree of relevance by engaging only those employees who has the skills to perform specific
task. This approach mainly focuses on the training program by mainly focusing upon the specific
set of functional task within the Marriott hotel.
Reflective practice is considered to be of utmost importance for the Manager leaders within
the Marriot hotel because it leads to increase in self-awareness and is useful in developing
creative thinking skills to effectively deal with specific situation (Sebastian and et.al., 2019). It is
considered to be useful for encouraging individual for the active engagement related with the
work process. It is considered to be of key relevance importance to improve the business
performance and attain high degree of professional performance and efficiency. This is useful in
active engagement with the creative thinking skills and better engagement within the work
process in the Marriott hotel.
Different service industry organisations’ change management systems and leadership in
implementing change
Change management is a practice in which organisations systematically plan, execute and
implement change within organisation (Padron and Stone, 2019). Different organisations follow
different practices for change management and leadership and management processes are also
different during change management.
13

As Marriott Hotel follows democratic style of management during change it has key
emphasis on people side of change. Concerned with this, Marriott considers communication is
one of the most important elements in successful change and also training employees for new
processes while implementing change in organisation.
Hilton hotel on the other hand follows a laissez faire style of management and people are
allowed to make their decisions. This style is also adopted during change management in
organisation. This means that people in organisation based on specific conditions are allowed to
make decisions. Another reason for this is that company employs competent and capable
employees and who can make right and suitable decisions for the organisation.
Leadership and management skills also get influenced and affected from change process
and managing sustainability. Change management has significant influence on leadership and
management skills, because when in sustainable management, change becomes a usual practice
(Sousa and et.al., 2019). In such situation skill like communication, delegation, inspirational
motivation, strategic thinking plays crucial role in success of organisation in context of change.
Creative thinking and innovation problem solving are certain very important skills that managers
as well as leaders in Marriott hotel are required to posses. This facilitates change management
and support to employees and organisational members during process of change.
Marriott Hotel is an organisation that allows and encourages employees to share their
views and opinions whereas Hilton Hotel allows employees to take decision in a certain criteria
to achieve their objectives that ultimately help in realisation of organisational change objectives.
In sustainable management innovation plays a central role and leaders and managers are
required to possess skills of innovation problem-solving. This will add value in organisational
problems as well as will encourage members to think and work creatively and innovatively.
During change processes skills and ability of receiving and giving formative feedback is also
important skills that managers in Marriott are required to possess.
Communication skill is also important because this helps in collaboration, coordination of
different activities and functions regarding change. Other than these, most important skills that
managers and leaders required to possess are cultural sensitivity and global outlook and agility
14

(Barbosa, Castañeda-Ayarza and Ferreira, 2020). Through this company will be able to work
with diversified workforce and utilise opportunities in its environment.
CONCLUSION
The report has concluded hospitality industry services where leadership and management
services play wide active role for functional strength, high informative goals efficacy and
goodwill risen within competitive industry aspects. Report has concluded systems management
theory, humans relations theory and contingency theory of management where Marriot hotel is
able to bring on best consumers focused services. The study conclude role analysis of leaders as
one of the widely competent and largely focused on building new efficacy aspects of higher
target growth, situational leadership and transformational leadership have been analysed. Report
further conclude internal, external business analysis where there are wide functional growth
analysed which will enable Marriot to harness innovation for longer time frame. The study
further concluded soft skills and hard skills, highly crucial within best leaders and managers
among business horizons where Marriot is one of the top brand within hospitality industry, along
with conclusion of various change management models adopted by companies within
competitive industry domains (Mousa and Ayoubi, 2019).
15

REFERENCES
Books and Journals
Barbosa, M., Castañeda-Ayarza, J.A. and Ferreira, D.H.L., 2020. Sustainable strategic
management (GES): Sustainability in small business. Journal of Cleaner
Production. p.120880.
Chawla, Y., Kowalska-Pyzalska, A. and Silveira, P.D., 2019. Marketing and communications
channels for diffusion of smart meters in Portugal (No. HSC/19/05). Hugo
Steinhaus Center, Wroclaw University of Technology.
Damanpour, F., Sanchez‐Henriquez, F. and Chiu, H.H., 2018. Internal and external sources and
the adoption of innovations in organizations. British Journal of
Management. 29(4). pp.712-730.
Dasgupta, S. and Grover, P., 2019. Impact of digital strategies on consumer decision journey:
special. Academy of Marketing Studies Journal. 23(1). pp.1-14.
Ellis, G., 2015. Project management in product development: leadership skills and management
techniques to deliver great products. Butterworth-Heinemann.
Gupta, R., 2020. The Depth of Leadership Assures Our Best Occupational
Virtuoso. NOLEGEIN-Journal of Leadership & Strategic Management, pp.1-5.
Hall, C. M. and Williams, A. M., 2019. Tourism and innovation. Routledge.
Hendarman, A.F. and Cantner, U., 2018. Soft skills, hard skills, and individual
innovativeness. Eurasian Business Review, 8(2), pp.139-169.
Kostunets, T.A., 2016. Influence of external and internal factors on personnel management of a
modern enterprise. Інноваційна економіка, (3-4), pp.123-125.
Li, Y. and Singal, M., 2019. Capital structure in the hospitality industry: The role of the asset-
light and fee-oriented strategy. Tourism Management. 70.pp.124-133.
Martínez-Pérez, Á., Elche, D. and García-Villaverde, P.M., 2019. From diversity of
interorganizational relationships to radical innovation in tourism destination: The
role of knowledge exploration. Journal of destination marketing &
management, 11, pp.80-88.
Mousa, M. and Ayoubi, R.M., 2019. Inclusive/exclusive talent management, responsible
leadership and organizational downsizing. Journal of Management Development.
Padron, T.C. and Stone, M.J., 2019. Leadership Skills in Event Management Courses. Event
Management. 23(6). pp.927-937.
Putra, A.S and et.al., 2020. Examine Relationship of Soft Skills, Hard Skills, Innovation and
Performance: the Mediation Effect of Organizational Learning. International
Journal of Science and Management Studies (IJSMS), 3(3), pp.27-43.
Sebastian, J and et.al., 2019. Principal leadership and school performance: An examination of
instructional leadership and organizational management. Leadership and Policy in
Schools, 18(4), pp.591-613.
Sousa, M.J and et.al., 2019. 4.0 Leadership skills in hospitality sector. Journal of Reviews on
Global Economics. 8. pp.105-117.
16