Leadership and Management for Service Industries

This report discusses different classical management theories and their application in the Rosewood hotel. It also explores the role of leaders and different leadership styles. The report further examines the influence of internal and external management styles and structures. It provides insights into current and future management leadership skills and compares different service industries. Study material and solved assignments on leadership and management for service industries are available on Desklib.

LEADERSHIP AND
MANAGEMENT FOR
SERVICE INDUSTRIES

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
LO1..................................................................................................................................................3
Different classical management theories and apply within Rosewood hotel..............................3
Role of leader and different styles...............................................................................................4
Review management and leadership style in organisation..........................................................6
LO 2.................................................................................................................................................6
Influence of Internal and External Management Styles and Structure........................................6
Organization structure.................................................................................................................7
Employees....................................................................................................................................7
LO3..................................................................................................................................................8
Current and future management leadership skill.........................................................................8
LO 4...............................................................................................................................................11
Comparison between Different Service Industries....................................................................11
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................13

INTRODUCTION
Managing business in one of the most essential task which helps to maintain all the
resources to gain better information and generate effective strategies. This also helps to improve
the potential of business organisation to compete in the market by attracting and satisfying more
customers effectively. Due to increase in the competition in the hospitality industry it is very
essential for businesses to improve skills and knowledge of employees and improve
opportunities to create effective leaders and managers to achieve objectives effectively. In this
report there is a brief case study on Hartwell House Hotel which was established in 1989 in
England. Report discussed about different classical management theories which helps the
increase the potential of employees. Furthermore, there is detailed explanation about all the
current and future leadership and management skill which improves the potential to grow profit
margins of Hartwell House hotel since the hotel is build on historic place which increases its
value to attract more customers to increase their satisfaction from around the world.
LO1
Different classical management theories and apply within Rosewood hotel
Classical management theories is the executive hypothesis is a customary kind hypothesis
wherein stress on specialist's physical and prudent needs rather than social needs and occupation
fulfilment. In other word, this administration hypothesis doesn't concentrate on people's social
needs (like relationship, cordial correspondence) and prosperity however it has objective to
expand benefit however much as could be expected. Old style the executives hypothesis is
actualized on progressive hierarchical structure though the board isolates work environment into
three layers, for example, high level administration wherein included proprietors, leading body
of chief and officials. Canter administration involves fund division and chief while most minimal
degree of the chain is director who screens people's exercises and their issues on consistent
schedule (Jeon, Lee and Jeong, 2020). It is very essential for Hartwell House Hotel to understand
all the types of management theories which helps to increase the performance of the hotel to
achieve the objectives effectively.
Scientific management
This management theory analyses all activities in the business organisation and increase
the financial performance of the business effectively. The main focuses of this theory is to

enhance profit generation to provide better services to its customers effectively. it also aim to
reduce the cost of operations and enhancing employees skills and knowledge by training them
which also helps Hartwell House Hotel to gain better opportunity to grow and improve brand
value effectively. Harwell has to develop effective strategies which increase job satisfaction of
employees and reduce employee turnover which saves cost to hire new employees and provide
them training.
Bureaucratic management
This theory is very essential to manage all employees in the organisation as it states that it
is very essential to assign roles and responsibilities to employees in the business organization. It
helps to increase communication level in the organisation and also increases transparency to
create trust within the organisation. This improves organisational culture to increase performance
of employees of the hotel to achieve objectives effectively. Bureaucracy is very essential for
Harwell House Hotel to implement as it helps to increase the productive thinking of employees
to increase the motivation level. This increases employee loyalty in the hotel and also provides
better opportunity to attract more customers and enhance their experience to improve brand
image of the hotel in the hospitality industry effectively. operation activities is the main part of
service sectors in hospitality industry which increases the quality of service and it is very
essential to manage all the activities to improve profit margins effectively.
Administrative management
Administrative theory of management was developed by Henry Fayol by stating that all
the managers and born with managerial skills and characteristics and not learned overtime. This
theory helps business to focus on certain managerial traits and characteristics in the employees to
increase the potential of the organisational structure effectively. This also helps hotel to maintain
the quality of services according to needs and wants of customers which improves the efficiency
increase their satisfaction. This theory helps to segregate all the roles according to their potential
which is right man at right job at right place which helps to increase the efficiency of employees
to achieve objectives effectively.
Role of leader and different styles
Leaders are very important part of business organisation which helps to push the potential
of employees by influencing them and improving their quality to attain objectives effectively. It

is very essential for Hartwell House Hotel to analyse all the roles and styles of effective leaders
which can improve the opportunity to compete in the market and meet with the expectation of
customers effectively. constant changes in demand of customers has impacted in the change in
the market trends and it is very essential for leaders of Hartwell House Hotel to analyse all the
factors and improve the potential of hotel to increase profitability effectively.
Accomplishing company’s goals
Leaders have the ability to create effective objectives which helps to increase the
potential of hotel to grow in the market to improve brand image effectively. Leaders are
responsible to develop effective strategies and influence workforce to achieve all the goals to
improve the quality of services of Hartwell House Hotel to improve customer experience.
Develop vision
The principle job of the leader is to create vision for the business activity with the goal
that people perform various jobs and duties to accomplish the vision of the organization (Asif,
2020). With the vision chiefs guides every utilitarian unit to work right way which gets
efficiency their working and benefit inside organization
Build organization structure
Leaders of the Hartwell House Hotel encourage managers to assemble and build up
hierarchical chain of command based on requirements and requests of associations. The
explanation for is that authoritative structure adjusts various elements of the business. In this
manner, pioneer supports to manufacture appropriate progressive structure of the business with
the goal that various elements of organization is adjusted in the most ideal manner.
Problem-solving
It is another job of leaders to assume successful job in settling all issues related with
association (Bouzari, Safavi and Vatankhah, 2020). Leaders gives open correspondence offices
to the staff with the goal that empower to evaluate issue of the organization and resolves them in
the most ideal manner. in this way, pioneer underpins people to keep up their prosperity.
Leadership styles
Participative:
Effective leaders are those who participate in the course of actions to support all the
employees in the organisation. This also helps to improve the efficiency of all employees to

achieve objectives faster. This leadership style helps to increase the participation of employee in
making decision and develop creative thinking to support higher service quality effectively.
Progressive
It is essential methodology of leadership style in the friendliness business though
initiative grants pioneers to agree to different jobs for example change the executives, critical
thinking issues, system arrangement, change the board and different jobs of pioneers (Ana and
Prihatin, 2020). Likewise, leaders additionally give explicit preparing to staff part according to
the requirements of organization with the goal that they become progressively proficient to
accomplish every single imaginable target in compelling way.
Review management and leadership style in organisation
Hartwell House Hotel utilizing diverse preparing and improvement procedures which
expands the capability of representatives to create effective workplace. Hartwell House Hotel has
broke down that adequacy of the board and initiative by deciding the exhibition of workers.
Examining all the market patterns causes inn to comprehend successful administration style to
decrease chances and create powerful arranging. Participative leadership style assisted Hartwell
House Hotel with increasing the capability of the organization to increase higher overall
revenues and furthermore comprehend the inward qualities of inn to develop in the market and
improve its image picture for future development viably. Outer and interior examination
encourages Hotel Rosewood London to break down the market after the effect of Brexit on the
lodging business. it likewise gave chance to develop and improve capability of the association to
increase higher overall revenues to increase better nature of administrations to expand client
commitment level successfully (Purwanto and et al., 2020)
LO 2
Influence of Internal and External Management Styles and Structure
External Factors
Political factors
There are a lot of changes which have come in the policies and the regulations which the
hospitality industry has been following from a long time. It is due to Brexit there are a lot of
changes which have come so that there is a better functioning.

Economic factors
There are a lot of factors which have to be considered so that there is a better GDP in the
country. Hartwell house hotel is giving a lot of recruitment to the population in fact there is about
20% which the hospitality industry is providing (Sisodia and Agarwa, 2020).
Social factors
There are a lot of trends which have changed over time which have to be followed by
hospitality industry. Trends like the lifestyle and culture which the hospitality industry must
provide to the customers which is going to make the profit margins and standards of Hartwell
house hotel increase in the market.
Technological factors
In the hospitality industry there are a lot of changes which have come regarding the
technological factor. There are check in which are present online so that the customers
satisfaction level can in case which is good for the reputation of the organization.
Internal Factors
Organization structure
Hartwell house hotel is having very well maintained and functioning operations in the
market so that there is a standard which the organization can create. There is an increase in the
competition of the market which is why there have to be a well planned and well directed
structure which must be given in an organization. Giving a structure helps the company to be
able to have a direction in which the company must work so that the objectives and goals can be
met by Hartwell house hotel.
Employees
The employees of the hotel are well trained and selected so that the quality and the
standards of the organization matches the satisfaction level of the customers (Deitch, 2020). It is
essential for the organization to be able to meet the standards otherwise the organization can lose
their market share for a long run. Employees are not having a good communication which makes
it difficult for the leaders to not be able to maintain the standards of the organization and healthy
environment for the employees to be able to work within.

LO3
Current and future management leadership skill
Management is all about monitoring and control the different functional roles at the hotel.
Characteristic and skill of effective manager
Characteristics and skills of an effective manager can be denoted in the following points.
Team dynamic: Effective management practices maintain dynamics in team at different
functional activities at Hartwell House Hotel. Team dynamics allows management to achieve the
highest level of operational efficiencies from the team’s operation.
Planning: Management give priorities to planning at the Hartwell House Hotel. Planning allows
management to maintain the proper control over the different operations at the hotel.
Decision making: Effective management also carry the effective decision making approach.
Decision making play a vital role for the management to improve the work efficiencies
(Fernandes, Araújo and Pereira, 2018). Decision making process is a precise technique to
achieve the best outcome out of the functions of hotel.
Strategic mindset: Effective management carry the strategic mindset. This allows management
to understand and analysis all different aspects of the managerial roles and responsibility at the
hotel.
Problem solving: Problem solving is the most significant part of the management. This skill
supports management to address all different issues Hartwell House Hotel becomes part of it.
Hospitality sector associated with different issues and problem like employee management issue
and this skill allows them to address all such problems.
Communication skill: Management needs to communicate about all the operation functions
with employee’s part of the hotel. This skill supports management to maintain control over each
command management needs to make.
Motivation: Motivation allows management to make the staff confident in respect to achieve the
objectives of the Hartwell House Hotel.
Delegation skill: Delegation skill supports management to distribute various functional duties to
different human resources part of the organisation.
Managing discipline: Manager also needs to maintain discipline at the organisation. This
involves fulfilling the assigned duty at Hartwell House Hotel with the complete honesty.

Conflict management: Conflict management is also an important part of the management. This
involves dealing with all the problems organisation gets to involve somehow.
Approaches to management
Management at Hartwell House Hotel needs to follow the following approaches as a part
of the designated role.
Task orientation: Management at Hartwell House Hotel follow the task orientation approach at
the hotel. Task orientation approach drives management to manage various functions of the hotel
in the most professional manner.
Relationship orientation: Relationship orientation is also an important approach management at
Hartwell House Hotel follows. This approach drives management to establish both personal and
professional relationship with staff member’s part of the hotel.
Leadership characteristic and skills
Characteristics and skills part of effective leadership at organisation.
Communication skill: Communication skill support leadership at the Hartwell House Hotel to
communicate effectively with all human resources employed in the organisation (Huber, 2017).
Effective communication supports leaders to fulfil all responsibilities associated with the
leadership role in hotel.
Delegation skill: Leaders also needs to allocate various functional duties to all employees’ part
of the Hartwell House Hotel. Delegation skill supports management to segregate all different
functional duties to employee’s part of the organisation.
Inspirational motivation: Leaders are the role model for all employees in Hartwell House
Hotel. They set examples with the hard work and determination for all other employees part of
the hotel.
Positive attitude: Leaders always carry the positive attitude and mindset to perform the duties.
Positive attitude allows them to achieve all objectives and targets of hotel.
Trustworthiness: Leaders are trustworthiness for the organisation. They always focus on the
interest of the organisation rather than self interest.
Creative thinking and innovative: Leaders are also creative and innovative. This mindset of
leaders also drives them in bringing change management at the hotel (do Nascimento, Porto and
Kwantes, 2018). Different changes like installation of information technology, digital
promotions and other ideas are a result of such creative mindset of leaders.

Problem solving: Leaders also consider as problem solver in the hotel. They needs to deal with
all the problems and issues Hartwell House Hotel becomes part off.
Giving and receiving feedback: Leaders in Hartwell House Hotel follow the practice of taking
feedbacks and also to give feedback to employees. This feedback strategy allows leaders to make
crucial changes in the hotel that has derived more profitable results for the hotel.
Taking responsibility for both success and failure: Leaders take complete responsibility of all
the functions they perform (Giri, 2017). They take responsibility in case of organisation fail or
any strategy of the Hartwell House Hotel fails. They do not believe in taking credits when in case
of successful implementation of any strategy.
Cultural sensitivity: Leaders also have cultural sensitivity. They respect all cultures and
religious values which also support them in attracting customers from all across the globe to take
a stay in the Hartwell House Hotel.
Global outlook: Effective leadership also focuses on global outlook. This involves comparing
the services of hotel with other hospitality organisation all over the world. This gives new
aspects to leaders to develop the services of the hotel.
Approaches to successful leadership
Approaches follow by leaders in Hartwell House Hotel can be demonstrated in the
following manner.
Situational approach: Situation leadership is all about taking decisions on the basis of the
situation analysis. Leaders analyse about the practical situation and based on that they take the
most appropriate decisions in favour of the hotel.
Transformational approach: Transformational approach drives leaders at Hartwell House
Hotel to transform the entire organisation. This approach enables leaders to bring effective
change management in the organisation so that all objectives of the hotel behind the business
operations can be achieved.
Inspirational leadership: Leaders all over the globe follow the approach of inspirational
leadership. This approach of leaders allows them to motivate all employees’ part of the Hartwell
House Hotel towards achieving their individual responsibilities efficiently in the hotel.
The hard skills of management versus the soft skills of leadership

Soft skills of management involve skills like communication, delegation skill, decision
making skill and other key skills. Hard skills involve coding, budgeting and other relevant skills
(Paths, 2020). Soft skills support leaders in performing all the regular operations of the hotel.
LO 4
Comparison between Different Service Industries
Rosewood London Hotel Hartwell House Hotel
Rosewood hotel is extending its market
exponentially in the worldwide market as one
of the rich lodging networks. It is additionally
fundamental for lodging to see all the elements
which are accessible in London as inn is
presently utilizing supportable improvement
methodology to develop in the market and
embrace powerful innovation to drive into
society to increase better consumer loyalty.
Lodging is utilizing viable administration data
framework which assists with expanding the
data base to comprehend the presentation of
organization to achieve destinations
adequately. This has likewise improved the
nature of administrations as leaders of hotel are
progressively viable in creating techniques by
conduct investigation (Bello-Pintado, Garrido-
Vega and Merino-Díaz de Cerio, 2020).
Hartwell House Hotel is historic property
which has increased the attraction of history
lover tourists and increases the value of hotel
effectively. due to increase in the competition
in the luxurious hotel globally it has been
analysed that change management has to be
adopted by to preserve the historic value and
integrate modern management techniques to
attract more customers and increase profit
margins effectively.
CONCLUSION
In this report there is detailed information about different types of management theories
and styles which helped to increase the potential of business in hospitality industry. it has been
analysed that to gain better productivity business organisation has to identify all the factors

which are being present inside and outside the organisation. Due to large demand of customers in
hospitality industry report has provided some brief description about importance of skills and
knowledge which managers and leaders has to develop which helped to grow hotel in the market
effectively. This report also helped to embrace the potential of employees to increase the
performance of employees and increase the efficiency to attain core competency in the market
effectively.

REFERENCES
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