Leadership and Management in Service Industries

LEADERSHIP AND
MANAGEMENT FOR
SERVICE INDUSTRIES

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
LO1 .................................................................................................................................................3
Assessment of different classical management theories in context of Marriott..........................3
LO2..................................................................................................................................................5
Investigation of internal and external factors that influence different management styles and
structures in Marriott ...................................................................................................................5
LO3..................................................................................................................................................7
Assessment of current management and leadership ‘hard’ and soft’ skills.................................7
LO 4.................................................................................................................................................9
Demonstration of management and leadership skills in hospitality industry in context of
Marriott........................................................................................................................................9
CONCLUSION..............................................................................................................................11
REFERENCES................................................................................................................................1

INTRODUCTION
Leadership and management are two terms that are considered to be the synonym of one
another. It is important to understand that leadership is the essential part for effective
management within the organization (Car, Atun, 2018). A manager of the company must have
traits of a leader and must possesses leadership qualities within them.
Marriott's hotels and resorts is internationals brand of services based on hotel and resort
based in Bethesda, Maryland. It is a leading loading hotel with over 26,00 lodging properties in
UK and 65 other countries. The company is headquartered in Washington, D.C. and has offered
employment around 133,000 employees (Nyangwe, 2018).
This report will illustrate the concept of management theories and leadership styles of
Marriott along with various internal and external factors that influence different management
styles and structures. This study will also highlight the current and future management and
leadership skills for the company chosen from hospitality service industry.
MAIN BODY
LO1
Assessment of different classical management theories in context of Marriott
The theory of classical management is obsessed with the improvement of various levels
of employees for improving their productivity. At each and every level, the employees are
supposed to conduct operations and perform tasks according to specific procedures which are
created by organization to attain maximum productivity. Moreover, this theory focuses on
organization's impersonal side (King, 2017). According to this theory, it is important for both the
managers and employees to not involve personal interactions with the firm. Rules and
regulations have to be followed exactly and retention or rejection have to be followed only with
the consideration of skills possessed by employees.
The Marriott follows Bureaucratic approach of classical management theory. This theory
operates under a hierarchy structure and each and every group of employees has to report to their
higher authorities. Marriott follows proper structure, specialization of work, rationality and
democracy in organization to achieve pre-defined goals (Akbar, Tracogna, 2018).

Role of leader and different leadership style followed in hospitality industry
The role of leaders in the hospitality industry is put focus on practicality of the business.
It means, to develop a high performing team of employees in high performing hotel, focus on
goal should be highly important but along with people oriented ways only. It is important to
achieve a workable environment within the organization to maintain a balance between both the
approaches.
In hospitality industry, most commonly used leadership style by the leaders are
Autocratic leadership style because of high volume of unpredictable demands of customers.
However, managers in the hospitality industry can provide different motivators for employees
that will improve their job satisfaction level within the company. The leadership quality of
managers are highly important in hospitality industry to bring mutual respect because it is critical
to bring within the working environment (Huertas-Valdivia, 2019). If the customer is
complaining about the workings of any employee and if managers takes side of the customer
irrespective of employee, then the manager is in risk to lose the respect of his staff member.
Management and leadership style followed by Marriott
Marriott has adopted contingency management style which revolves around the human
relations approach. The company gives tremendous importance to its associates as they are the
only reason for the success of their brand image. Associate opinions are highly valued by the
members of Marriott management and for this they are required to take brainstorming sessions
sometimes. Such involvements improve the productivity and efficiency which ultimately helps in
taking decisions. Members of management know that to maximize profitability and productivity
(Gandolfi, 2018). Employees must be awarded a level of responsibility within the company and
most importantly, be treated as respectable member within the company.
Marriott follows Democratic leadership style as democratic leader is the one who invites
participation from others in the organization as part of the decision- making process. The
managers of Marriott include everyone and encourage them to participate in decision-making
processes of the company which leading to increase the feeling of involvement, recognition and
satisfaction among employees.