Leadership and Management for Service Industries

Leadership and Management
for Service Industries

Table of Contents
Leadership and Management for Service Industries........................................................................1
INTRODUCTION:..........................................................................................................................3
Main Body: .....................................................................................................................................3
Task 1...............................................................................................................................................3
P1) Assessment of various classical management theories in context of service industry.........3
P2 Explain the role of the leader and different leadership styles in a service sector industry
context.........................................................................................................................................4
Definition of leader .........................................................................................................................4
Role of Leader in service sector industries .....................................................................................5
Different types of leadership styles in a service sector industry .....................................................5
P3) Review management and leadership style in context of chosen service organization.........6
Task 2...............................................................................................................................................7
P4) Discuss various internal as well as external factors that influences management style and
structure in reference of selected organization............................................................................7
Task 3...............................................................................................................................................9
P5 Asses current management and leadership ‘hard’ and soft’ skills providing evidence from
specific service sector examples.................................................................................................9
P 6 Discussion of future management and leadership skills required by the service sector and
how these can be achieved........................................................................................................10
Task 4.............................................................................................................................................12
P7 Compare and contrast different service industry organisations’ change management
systems and leadership in implementing change......................................................................12
Conclusion:....................................................................................................................................13
REFERENCES..............................................................................................................................13

INTRODUCTION:
Leadership is a function to guide, lead and direct employees in an organisation. Whereas
Management is concern with various activities such and planning, organizing, directing and
controlling in order to achieve business goals. Both are undertake by leaders and managers to
perform business operations in an efficient manner. The present report is about Marriott
international that is an multinational company of hospitality industry. It has been found in the
year of 1927 in America (Belkebir and Darhmaoui, 2018). It owns the largest chains of hotels
across the globe. Following report consist various management and leadership style that are used
to increase in efficiency and productivity. Along with this, it includes roles of leaders and
managers in context of service industry. At the end an comparison has been carried out between
two leading firm of hospitality sector in relation to their management and leadership system.
Main Body:
Task 1
P1) Assessment of various classical management theories in context of service industry
Classical management refers to the traditional approach of management. It emphasis on
profit and productivity maximization, specialized roles to achieve the organizational objectives.
As per this concept decisions are taken by higher authorities or a predefined person. It focuses to
increase in revenue and profit rather then job satisfaction to employees. Different classical
approaches adopted by the managers of Marriott are discussed below:
Bureaucratic Theory: As per this theory work is divided between staff as per their
specialization and skills in order to improve efficiency and productivity. It is based on various
principals such as specialised role, predefined rules, proper chain of command and many more
(Boyle, 2017). It states that employees should give promotions and advancements as per their
performance at workplace. Managers of Marriott apply this traditional theory to manage the
productivity and outcomes of workforce. They ensure to divide the whole work among staff as
per their capabilities. Organizational structure clearly defines the hierarchy of various positions
within company to reduce down the conflicts arises at workplace.
Behavioural management theory: Employees are social elements and they want
motivation to work in an efficient manner. This theory refers to have good relationship with
human resources in order to create a positive environment at work place. Mangers need to give

rewards, acknowledgement to staff member along with the monetary benefits. Marriott give
respect, recognition, reward to work force in order to motivate them. They adopt this practice in
order to improve psychological well being as well as efficiency of work force. It will not only
help to enhance in productivity of human resources but also create good employer and employee
relationship within organisation.
Administrative Management theory: It was evolved by Fayol in order to assist
managers to undertake several business activities in an efficient manner. This theory consist 14
different principals such as division of labour, centralization & decentralisation,discipline at
workplace and so on. It was developed to improve in overall productivity and work efficiency
within organisation. Main aim of theses approaches is to assist managers to perform different
functions with higher efficiency (Ferreira and Peragine, 2016). It is really important to apply
these principals specially in service industry to manage human resources in an effective manner.
It helps to improve the quality of services being offered by company. In context of
Marriott,mangers apply this theory so that they can achieve organizational goals in predefined
period of time. They delegate necessary authorities to subordinates to motivate to work
effectively. They ensure to apply different management principals of Fayol to get competitive
advantage and to manage all the business activities in an efficient manner.
With above explanation it is analysed that although classical management theory are
traditional methods but it is still significant to apply these theories in order to attain business
goals. It includes various approaches such as Bureaucratic, administrative and many more to
manage the operations of an organization efficiently.
P2 Explain the role of the leader and different leadership styles in a service sector industry
context
Definition of leader
A leader is a person who leads the bunch of individuals in an organisation to achieve
goals and success. Leaders sets a clear vision in an organisation, motivate their employees and
guide them through their work progress. Marriott International is an American multinational
diversified hospitality company that manages and franchises a broad portfolio of hotels and
lodging facilities (Peker, Inandi and Giliç, 2018).